Lessons from Southwest’s Avoidable Crisis
As I enjoyed the season’s festivities with my family, I couldn’t help but notice the sad unraveling of Southwest Airlines and the issues that resulted in more than 15,000 canceled flights in one week, inconveniencing hundreds of thousands of customers (even a bride who missed her own destination wedding (1)). I wondered if, when we say, “Have a Prosperous New Year,” should we really add, “but don’t hurt others as you do”?