As Southwest Airlines grew into a national powerhouse, Ginger Hardage directed how the low-fare carrier told its story. A year ago, the airline's longtime communications director took on the additional duty of protecting Southwest's gung-ho, people-first culture.
Hardage told a Greater Tampa Chamber of Commerce lunch crowd Thursday how the airline built its brand based on the internal culture. She talked with the Times about challenges at Southwest, checked bag fees and how passengers feel about cell phones on planes.
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