Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • September 2001 (Revised August 2004)
  • Case
  • HBS Case Collection

Rapid Rewards at Southwest Airlines

By: Frances X. Frei and Corey B. Hajim
  • Format:Print
  • | Pages:24
ShareBar

Abstract

Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical customer--the case revolves around two customer service requests from the frequent flier, both of which provide a compelling temptation to cater to the satisfaction of the airline's highest revenue customers. The requests are intriguing because they would neither add cost nor increase the turnaround time of Southwest's service.

Keywords

Customer Relationship Management; Air Transportation; Service Operations; Service Delivery; Air Transportation Industry

Citation

Frei, Frances X., and Corey B. Hajim. "Rapid Rewards at Southwest Airlines." Harvard Business School Case 602-065, September 2001. (Revised August 2004.)
  • Educators
  • Purchase

About The Author

Frances X. Frei

Technology and Operations Management
→More Publications

More from the Authors

    • July 2022
    • Faculty Research

    Bringing Ideas to Life: The Story of Paul English

    By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
    • June 2022
    • Faculty Research

    Debbie Millman: Designing a Meaningful Life

    By: Francesca Gino, Frances X. Frei and Anne Morriss
    • June 2022 (Revised November 2022)
    • Faculty Research

    Larry Miller

    By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
More from the Authors
  • Bringing Ideas to Life: The Story of Paul English By: Youngme Moon, Frances X. Frei and F. Katelynn Boland
  • Debbie Millman: Designing a Meaningful Life By: Francesca Gino, Frances X. Frei and Anne Morriss
  • Larry Miller By: Francesca Gino, Frances X. Frei, Hise Gibson and Alicia Dadlani
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College