Using humour and playfulness

The employees of Southwest airlines are given freedom to have fun with their customers. This often takes form in communicating important messages in humorous ways. Safety information is often presented in a song.

On one particular flight, the passengers experienced a rough landing. The flight attendant came on the speakers and apologized for the hard touch down. “I checked with the captain and he said it wasn’t his fault. I checked with the copilot and it wasn’t his fault, so we are going to determine that is was the asphalt.”

Since airline customers often experience discomforting situations like weather delays and security requirements, some humour can turn challenges into fun adventures. Southwest Airlines build their brand by using humour and playfulnes.

In 2007, Southwest Airlines was the airline with most passengers.