Southwest Airlines acaba de tomar una decisión controvertida y los pasajeros no pueden decidir cómo sentirse

El tweet de Southwest Airlines me detuvo y me encontré atrapado entre dos reacciones:

  • la diversión, feliz, sí-fue-una-buena-idea Respuesta Los pasajeros de Southwest Airlines parecían haber tuiteado en la foto de Southwest.
  • El sorprendido, sorprendido no-no-pero-maldita sea-no Reacción que mucha gente en Twitter, algunos de ellos pasajeros de Southwest, supongo (quiero decir, ¿quién de nosotros no vuela con Southwest a veces?) – expresaron en voz alta.

He aquí por qué: los pasajeros de Southwest en un vuelo de Long Beach, California a Honolulu recibieron una sorpresa al abordar el avión esta semana, con Southwest asociándose con Guitar Center para dar a todos y cada uno de los pasajeros un ukelele junto con un ukelele de 20 minutos, vuelo lecciones, cómo jugarlo.

No sé, esta revelación fue más o menos alrededor de 2017: “¿De qué color es este vestido?” controvertido, pero provocó fuertes y variadas reacciones. Como ejemplo, mire este titular del sitio web del asistente de vuelo, Rema tu propia canoa:

De hecho, me encantó una respuesta de una palabra a ese último tweet sobre cómo no podía pensar en nada peor: “Grabadoras”. (Sí, estoy de acuerdo. Eso sería peor.)

De todos modos, vengo a reírme un poco a costa de Southwest y aprender una lección o dos, pero no para enterrarla. Y creo que podemos señalar tres razones simples por las que, en general, esta fue una buena idea.

  • Primero, recuerda que se trataba de un vuelo de una aerolínea de bajo coste de California a Hawái. Es casi seguro que estaba lleno de turistas o personas que vivían en Hawái que buscaban volver a casa después de un viaje al continente. En otras palabras, tratar de hacer esto en un vuelo de Chicago a Nueva York, por ejemplo, sería un escenario muy diferente.
  • En segundo lugar, es suroeste. He escrito muchas veces sobre cómo Southwest Airlines se ha aprovechado mucho de su actitud irrespetuosa, incluidas las azafatas de vuelo y las bromas. Aquí, también, el truco encaja simplemente con la sensación de un vuelo hacia el suroeste; No haría esto en la cabina de clase ejecutiva de otra aerolínea, incluso si viaja en una ruta similar.
  • En tercer lugar, piense en las noticias que hemos visto últimamente sobre el comportamiento de los pasajeros en otros vuelos: por ejemplo, el pasajero de American Airlines que fue visto en video esta semana atacando a una azafata (y terminó enfrentando un cargo federal con un máximo teórico de 20 años de prisión.) Compare este último punto en la historia del ukelele de Southwest Airlines, y verá una buena razón para aligerar el estado de ánimo de los viajes aéreos en estos días.

Creo que incluso Southwest Airlines ve cómo esto podría salir mal; Por ejemplo, con solo mirar el hecho de que la aerolínea tuiteó su historia sobre el obsequio de ukeleles a las 2:00 p. m. ET del martes, pero luego se apresuró a aclarar que se les pidió a los pasajeros que cambiaran sus ukeleles después de guardar una lección de 20 minutos. .

Lo que lleva a más preguntas:

  • ¿Se apegaron a eso?
  • ¿Siguen siendo los 20 minutos más largos que han soportado algunos pasajeros?
  • ¿Puedes realmente aprender a tocar tan rápido? Si es así, ¿por qué no lo hicimos todos en la escuela primaria en lugar de jugar con las flautas mencionadas?

No sé las respuestas a estas preguntas, pero sí sé una cosa: no importa en qué industria se encuentre, vale la pena seguir la industria de la aviación.

Mientras escribo en mi libro electrónico gratuito, Vuelo en clase ejecutiva: 12 reglas para ejecutivos de aerolíneas de EE. UU.

No puedo pensar en ninguna otra industria donde cada paso se analice tan minuciosamente y las lecciones sean tan claras.

¿La lección de hoy? Conócete a ti mismo, conoce a tus clientes y lo que sienten por ti. Si lo haces bien, haréis música hermosa juntos.

Me comuniqué con Southwest Airlines para hacer comentarios, así es como la aerolínea describió oficialmente todo el evento en una declaración preparada:

En asociación con Guitar Center, Southwest sorprendió a los clientes a bordo de un vuelo de Long Beach a Honolulu, Oahu, con un ukelele soprano Mitchell MU40, un estuche Road Runner y una lección sobre cómo tocar “Hello, Aloha”. ¿Cómo estás?”.

Los ukeleles se colocaron en cada asiento de los clientes y se guardaron después del embarque. Después de la salida y la primera ronda del servicio de bebidas y refrigerios a bordo, los instructores del centro de guitarra alentaron a los clientes a sacar sus ukeleles de debajo de los asientos frente a ellos y de los compartimentos superiores para participar en la lección de ukelele, que duró aproximadamente 20 minutos.

Al finalizar la lección, los clientes guardaron sus ukeleles y la música Aryyzona tocó una canción original en su ukelele para completar la activación. El alegre y divertido evento fue bien recibido por los clientes y la tripulación a bordo.

Cuando el avión aterrizó en Honolulu, los empleados de Southwest saludaron a los clientes con carteles de bienvenida y Guitar Center se ofreció a enviar los ukeleles de regreso a los hogares de nuestros clientes sin cargo.

Las opiniones expresadas aquí por los columnistas de Heaven32 son propias y no de Heaven32.

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Other sample replies:

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Actually, I loved a one-word response to that last tweet about not being able to think of anything worse: \"Recorders.\" (Yes, I agree. That would be worse.)

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Anyway, I come to laugh a bit at Southwest's expense, and learn a lesson or two, but not to bury it. And, I think we can point to three simple reasons why this was a good idea, all things considered.

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  • First, remember this was a flight on a low cost carrier traveling from California to Hawaii. It was almost certainly full of either vacationers or people who live in Hawaii heading home aHeaven32er a trip to the mainland. In other words, it would be a very different scenario to try to do this on, say, a flight from Chicago to New York.
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  • Second, it's Southwest. I've written many times before about how Southwest Airlines has built a big advantage out of its irreverent attitude, including singing flight attendants and jokes. Again, the stunt simply fits the feeling of a Southwest flight; you wouldn't do this in a business class cabin on another airline, even traveling a similar route.
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  • Third, think about the news we've seen regarding passenger behavior on other flights recently: for example, the American Airlines passenger who was seen on video assaulting a flight attendant this week (and wound up facing federal charges that theoretically carry a maximum of 20 years in prison.) Juxtapose that last point against the Southwest Airlines ukulele story, and you can see good reason to want to lighten the mood in air travel these days.

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I think even Southwest Airlines recognizes how this could have gone wrong; for example, just looking at the fact that the airline tweeted its story about the ukulele giveaway at 2 p.m. Eastern on Tuesday, but then rushed back to clarify that passengers were asked to put their ukuleles away aHeaven32er the 20-minute lesson.

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Which leads to more questions:

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  • Did they comply?
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  • Was it nevertheless the longest 20 minutes some of the passengers ever endured?
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  • Can you actually learn to play that quickly, anyway, and if so why didn't we all do it during elementary school instead of messing around with the aforementioned recorders?

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I don't know the answers to those questions, but I do know this: No matter what business you're in, it's worth following the airline industry.

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As I write in my free ebook, Flying Business Class: 12 Rules for Leaders From the U.S. Airlines, I can think of no other industry in which every move is dissected so minutely, and the lessons become so clear.

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Today's lessons? Know yourself, know your customers, and know how they feel about you. Get that right, and you'll be making beautiful music together.

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I asked Southwest Airlines for comment, here's how the airline officially described the whole event in a prepared statement:

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In partnership with Guitar Center, Southwest surprised Customers onboard a Long Beach-Honolulu (Oahu) flight with a Mitchell MU40 Soprano ukulele, a Road Runner gig bag, and a lesson to play \"Hello, Aloha. How are you?\" 

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The ukuleles were placed in each seat for Customers, and they were stowed aHeaven32er boarding. AHeaven32er departure and the first round of inflight drink and snack service, Guitar Center lessons instructors encouraged Customers to retrieve their ukuleles from under the seats in front of them and the overhead bins to participate in the ukulele lesson, which lasted about 20 minutes. 

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Once the lesson was complete, Customers re-stowed their ukuleles and musician Aryyzona performed an original song on her ukulele to wrap up the activation. The lighthearted, fun event was well-received by the Customers and Crew onboard.

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When the aircraHeaven32 landed in Honolulu, Southwest Employees greeted the Customers with welcome signs, and Guitar Center offered to ship the ukuleles back to our Customers' homes free of charge.   

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