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.
OPNLguy From , joined Dec 1969, posts, RR: Reply 1, posted (6 years 2 months 1 week 1 day 6 hours ago) and read 1721 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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