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Airlines Learn To Fly On A Wing And An Apology  
User currently offlineRJpieces From , joined Dec 1969, posts, RR:
Posted (7 years 5 months 2 weeks 4 days 21 hours ago) and read 2929 times:

Cute article...

http://www.nytimes.com/2007/03/18/bu...68534552989&ex=1174881600&emc=eta1

DALLAS — Airlines are getting serious about saying they’re sorry.

After a spate of nightmarish service disruptions, American Airlines, JetBlue Airways and others are sending out more apologies, hoping to head off customer complaints and quell talk of new consumer-protection regulations from Congress.

But no airline accepts blame quite like Southwest Airlines, which employs Fred Taylor Jr. in a job that could be called chief apology officer.

His formal title is senior manager of proactive customer communications. But Mr. Taylor — 37, rail thin and mildly compulsive, by his own admission — spends his 12-hour work days finding out how Southwest disappointed its customers and then firing off homespun letters of apology.

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User currently offlineOPNLguy From , joined Dec 1969, posts, RR:
Reply 1, posted (7 years 5 months 2 weeks 4 days 21 hours ago) and read 2909 times:

Good article, and I can confirm the very recent incidents they mention. The only quibble I have (minor) is that I don't necessarily think that anything was held back from Taylor, just that it may have taken him a little while to be able to put what he was being told into the proper operational context.

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