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Southwest Upgrades Customer Service

Frequent Flyer A

Adding Flight Change Notifications ‘The Southwest Way.’

Fred Taylor Jr.'s job at Southwest Airlines is to head customer service problems off at the pass. Ideally, he presents customers with a range of solutions before they even know that they have an issue – for example, by calling them to let them know a flight has been delayed or cancelled before they've left for the airport and letting them know their options.

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