A few minutes ago in my Twitter timeline the following popped up. I wondered what the initial reason for the customer complaint would have been.
This is exactly why I like Southwest (even though I haven't managed to fly with you yet folks) and can only recommend the book on what makes Southwest Airlines special (not only in the airline business but in general).
Thanks a lot Southwest Airlines and looking forward to flying with you next time I am in the U.S. :-)
Mini Mental Models Game Instructions
2 weeks ago