Southwest Airlines’ unique combination of low fares, friendly customer service and reliability has made it one of the most successful – and respected – airlines in the world.
Headquartered in Texas and given its fanatical focus on customer experience, it isn’t surprising that Southwest has always been very focused on its Hispanic customers. It has spent heavily over the years on Spanish-language advertising and launched a Spanish language microsite in 2004. Unsatisfied with the results of this translated microsite, Southwest knew there had to be a better way.
When Southwest acquired AirTran, it discovered that AirTran had been operating a successful Spanish-language website since 2008. Capitalizing on the chance to learn how AirTran had been successful, executives at Southwest took a closer look.