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Southwest Airlines to Enhance Customer Experience and Brand Elements

Southwest Airlines to Enhance Customer Experience and Brand Elements

With plans for updated interiors and amenities that are uniquely Southwest, as well as new aircraft seats from RECARO, Southwest Airlines is introducing a new look and feel. In addition to these initiatives, Southwest has announced a modernisation of the employee uniform program, which will provide almost 53,000 employees a new look.

For new aircraft deliveries starting next year, Southwest Airlines and Tangerine, a top transportation-focused design firm, will collaborate to revamp the cabin interior. The design is the result of in-depth research on how employees and customers view colour, comfort, and the entire onboard experience. 

Southwest selected RECARO, a global producer of premium aeroplane seats, to provide comfortable seating that complements the serene blue colour scheme intended for the updated cabins as part of this refresh based on customer research and product testing. The iconic symbol, the Southwest Heart, will be woven throughout the interior.

Tony Roach, the Senior Vice President and Chief Customer Officer at Southwest Airlines, said, “Southwest flies above our competition with industry-leading flexibility and our legendary Hospitality. Our redesigned cabin interior significantly enhances our inflight Customer experience and will complement the amazing service that our Crews provide.”

Mark Hiller, PhD, the CEO of RECARO Aircraft Seating and RECARO Holding, said, “RECARO is proud to collaborate on expanding our footprint in the Americas, especially when working with a local partner like Southwest who began their story at the same time as us. Our new seat will be a great addition to the Southwest Customer Experience, as its durable design and comfort features will serve Passengers well.”

The new RECARO seats include an ergonomically designed seat for maximum comfort while optimizing seat width and overall support, as well as a multi-adjustable headrest cushion for improved head and neck support. Further improvements include the addition of a personal electronic device holder to every seat, enabling passengers to enjoy complimentary in-flight entertainment on their gadgets more conveniently.

Matt Round, the Chief Creative Officer at Tangerine, said, “We’re delighted to be part of Southwest’s historic journey and next phase in their modernization plan. We’ve listened to Southwest’s Customers and Employees and responded by creating a distinctive new cabin interior that meets and exceeds their desires. By working closely with Southwest and all suppliers involved, we were able to ensure the design intent was executed in the cabin to the highest possible quality. The stunning result is a testament to what can be achieved through a collaborative spirit from all those involved.”

Furthermore, to create a new look for Southwest Employees who work in and around airports, such as Inflight Operations, Ground Operations, Cargo, and Technical Operations, a Uniform Inspiration Team comprising 75 Southwest Employees is collaborating with the company's current apparel vendor, Design Collective by Cintas, and fashion stylist and uniform brand consultant, Bonnie Markel.

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