In the December 2012/January 2013 issue of National Geographic Traveler, Christopher Elliott uses personification to discuss airlines as “heroes” and “villains.” Specifically, he focuses on Southwest Airlines and Spirit Airlines and how they have a very different focus when it comes to operating an airline and customer service. He is very objective while describing each airline and its respective practices until the end of the article when he reveals his opinion on which airline is the “hero” and which is the “villain.” Elliott, who reveals little about his background or experience in the article, provides the reader with actual customer experiences to give the reader more detail into each airline’s personality. Southwest Airlines is characterized