Posts Tagged ‘airlines’



Southwest Gets it. American Doesn’t.

A few weeks ago, my friend Anne Jackson blogged about American Airlines. Her inspired blog post aptly titled “American Airlines is the Devil” drew a lot of comments from weary travelers who had similarly painful experiences with the airline. It took American Airlines a long time to notice and respond to Anne’s post, which is read by thousands of people. Eventually someone from the company acknowledge her complaints and even confessed that AA needs to do a better job managing its online reputation. As far as I’m concerned, they need to do a better job managing their entire business let alone their online reputation. But I’ll leave that discussion for another time. In contrast with the flying woes of AA, I had a WOW experience with Southwest recently. They did something I didn’t expect them to do. Last Wednesday I boarded a Southwest airline flight from Nashville to Hartford and…

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