Airplane Quote by Herb Kelleher
“What's important is that a customer should get off the airplane feeling, 'I didn't just get from A to B. I had one of the most pleasant experiences I ever had, and I'll be back for that reason.'”
About This Quote
Source Speech: Southwest Airlines Customer Service Philosophy, 1990s
A great travel experience should leave lasting positive feelings, encouraging repeat business.
In simple terms: Make travel memorable, not just transport.
Key Takeaway
Focus on delighting customers.
Themes
customer service
experience
loyalty
Mood
enthusiastic
optimistic
Type
inspirational
business
When to use this quote
- airline travel
- customer onboarding
- post‑flight surveys
- marketing campaigns
Key Concepts
hospitality
experience design
Questions to Reflect On
- How can airlines create memorable moments on a budget?
- What small gestures most influence repeat travel?
A Different Perspective
Cost constraints may limit service enhancements.
