Why is this man smiling?
I think we have a terrific customer experience. But (I) think about things like, is our Wi-Fi as reliable as it needs to be? I’m not sure that it is. Do we need to think about things like whether power (outlets for passengers) on the aircraft are important? Can you do everything that you need to do as a customer to self-serve for yourself on your phone? Am I going to drastically change the airline? I don’t think so, but I do think that there are areas that we can improve.
From the New York Times:
After Southwest Airlines made it through Thanksgiving with few flight cancellations, Bob Jordan, the company’s chief executive, was in a celebratory mood. At a meeting with Wall Street analysts and investors this month at the New York Stock Exchange, he said the company’s performance had been “just incredible.”
But a few weeks later, over the Christmas holiday, Southwest’s operations went into paralysis, forcing the company to resort to mass cancellations. The debacle has raised questions about Mr. Jordan’s performance and has prompted employees and analysts to ask why the company has been slow to fix well-known weaknesses in its operations.
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