I'm a big fan of Southwest. I fly with them 6-8 times per month. I was, however, disturbed to see the initial reaction of the their CEO, Gary Kelly. Instead of being defensive admit that their might be a problem and work quickly to get it resolved. It seemed that initially he was "off message" then his PR folks got to him and reeled him in. Saying all the right things now but it's often how leaders act at the first sign of a crisis that tells you the most.
Pleasant attendants and efficiency are great but nothing trumps safety. It seems that Southwest had some lax controls and hoepfully this is a wake up call for them. I wish them well.
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