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Good News for the Good Guys: On the Strength of Pro-Passenger Decisions

lreynolds
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Southwest Airlines chief executive Gary Kelly  drew a competitive line in the sand a couple of years ago when he decided not to charge passengers for their bags. He wisely didn't want employees to face customer wrath for an issue that would have gone against the essence of Southwest. "We had our niche for a long time," Kelly said. "We were the low-cost carrier, the low-fare carrier. Nobody paid much attention to us. Well, that ain't the case anymore," he added, the LA Times reports.

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