Southwest Airlines is scrambling to resuscitate its reputation after the recent operational failures that affected roughly 1 million holiday travelers.
its reputation after the recent operational failuresCommunications weren't the problem, but they're a key part of Southwest's solution.Now that flight schedules are back to normal, Southwest is activating on the PR front by acknowledging, apologizing and taking action.
He's also briefed key legislators, members of the media and industry influencers on what Southwest is doing to avoid such failures going forward.What they’re saying: "We can refresh and rebuild that trust among our various stakeholders by being transparent and plain-spoken in terms of what we have learned and by showing tangible results of what we will do differently as a result."Part of that action is an operations review committee appointed by its board of directors and an assessment by a third-party firm whose findings will be shared with key stakeholders.
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