One Airline's Magic
How does Southwest soar above its money-losing rivals? Its employees work harder and smarter, in return for job security and a share of the profits
Most of the articles I've ever read about Southwest Airlines talk about how they keep things simple (like flying only one type of aircraft), but the articles never seem to mention that doesn't have 25 different fares in a city-pair. By having only 9 or 10 different fares in a particular market, I think the reservationists are able to handle more calls per agent that the other airlines with their fancy yield management systems.