I recently went down an aviation rabbit hole on YouTube, which caused me to spend more time than I should watching a hilarious show that I remembered fondly from back in the day. If you don’t yet have weekend plans, now you do.
Continue reading: A&E’s Old Southwest Airlines TV Show, “Airline”
Share your questions, experiences, and thoughts below.
Yes those old episodes are on YouTube. It seems though that since then incidents of drunken, clueless people have become much more the norm.
I think it was inspired by a UK version with EasyJet that aired in the late 90's/early 2000's, which is an equally addictive watch. Unfortunately, seems the abuse of airline agents hasn't changed in the years since.
You should mention that it was another American remake of a British programme. It initially followed Britannia Airways, then later EasyJet. Was quite good. I never saw the US version, so can't comment, but the original was surely worth watching.
All those idiotic customers who arrive late and think the airline should hold the flight. Nothing changes. The supervisor at Midway is great.
Ben's callout about front line workers having so much less latitude to problem solve is a big change. They are there in the moment and could "makes things happen" in that era. Now they face punitive measures including termination for breaking a rule. This is not the way to run a customer facing business.
My wife was an FA for SWA for 32 years. I heard all kinds of stories over the years. She finally got tired of all the unruly passengers and retired a few years ago. But she had many good years with fond memories and good friends.
There were actually passengers who arrived late and they were rebooked on a later flight for free. (After/Despite yelling at the staff)
I gotta think, back then airlines were so much more lenient about their change policy? Or was that just for the cameras?
Hi Ben,
Interesting post.
I used to be an airline agent a few years ago, and later on passenger services supervisor.
Fully agree with your comment - nowadays there are a lot less exceptions, agents are trained to handle by the book.
Many of them also have no proper clue how their DCS-system actually works, since most systems nowadays have a graphical interface, whilst the system behind is still a software of typing commands (and those whom know how to use it are a lot faster of course).
I’ve very much enjoyed the airport job, mainly since it is super rewarding to help people, getting them from A to B, and to provide great customer service. Certainly I used to be “old school” and customer service friendly.
However, passengers nowadays are just a lot more rude, and show zero appreciation.
And with new airlines and fares on the horizon there is just more potential for provocation: most people just dislike being charged. Even if they agreed to that previously.
Therefore I am super happy to have moved on, but I still miss handling the gate. And yes, I absolutely loved handling a cancelled flight, handling those customers always has been nice. But I am similarly happy to have moved on.
I suspect that the next years more and more agents will be less trained and tensions will rise even further whilst more and more ground handling is subcontracted.
I have the DVD set on my shelf!. I haven't watched it in years but I remember some of the Southwest policies of the time were amusing, like the strict no pets policy and worse, if you lost your paper ticket you lost your flight.
How do those front line workers deal with these people without their heads exploding!!??
That Jets fan was a classic example.
After all his histrionics, he left just an hour later and with extra compensation! SMH.
And people are worse today!
OMG! Watched a couple hours worth.
And this was in the before times!
I would have called the cops on most of these people! Especially that entitled fat mom with the 2 kids who kept putting it on Southwest that one of her kids was being escorted without a legal guardian (which she initiated) and got her way. Total trash.....
I have the first season on DVD! If you can track down the DVD it is much better quality than the Youtube rips.
They were. ULCC changed the game in that part. With the need for basic economy tickets to be able to compete on price has made many tickets people have very inflexible. Also employees then had more flexibility to help people. Now it is a lot more here are your choices and I can't offer anything else unless you are in F or a high status holder and even then it isn't a given.
At the same time some flexibility is coming back with free changes and the ability to turn booking into vouchers.
I used to watch that! It was great, too bad they didn't make more, but I guess at some point you run out of material and it's just more of the same.
Anyone else remember the BBC “airport” series from the 90s?
https://m.youtube.com/watch?v=mg0PCS_Y4Es&list=PL0CCC3C966382E5C6&index=1
I wish they do show now like airlines I am shocked southwest would not want to want TV or other airlines to show what goes on I really enjoyed airlines show when it was on A&E.
I didn't remember the show but actually just started watching YouTube and I came across the show.
I like the show even though it's old. I was thinking to myself what it would be like to have a show now with Vivid going on..Cool Show!!
I remember seeing them at BWI (my home airport). I travelled often for business and my goal was to NOT be on Airline! I was the stealth passenger.
I remember seeing the cameras at BWI, my home airport. I traveled for business often and did NOT want to do anything that caused the cameras to turn my way. I was the stealth passenger.
I loved this show and give much respect to the customer service agents. Colleen at Midway was the BEST, IMHO. She could defuse any situation with class and professionalism. Same for Mike at LAX (who's no longer with us).
I wonder if the Southwest employees and the passengers were paid while on camera?
Dude, how do you think I landed on your page?! Deep dive was fun on YouTube but I couldn’t remember what years it was on. Googled and your article popped up. I’m glad to see I’m not the only tangent offender on Earth!!