Modern Servant Leader
DECEMBER 30, 2022
There are leadership lessons in Southwest Airline’s fall from grace. Southwest Airlines Fall From Grace. Until the COVID pandemic, Southwest Airlines was the only major, global airline to post a profit every year. All airlines overbook their flights. Underinvestment in Technology. Failing technology.
Modern Servant Leader
JUNE 9, 2014
Imagine buying a full vacation package for your anniversary through a major airline. Then, when booking your flight, that airline chose to seat you with strangers rather than your spouse. If that is not possible, the vendor may consider allowing us to pick our own seats, as Southwest Airlines (a servant leadership company ) does.
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Modern Servant Leader
MAY 15, 2012
As social media platforms come and go, technology changes, but key principles remain. When actor/director Kevin Smith ( Clerks , Dogma and more) was removed from a Southwest Airlines flight, because the crew believed he was large enough to require two seats, Smith blasted Southwest on Twitter.
Modern Servant Leader
DECEMBER 18, 2023
Southwest Airlines just agreed to a $140 Million settlement with the Department of Transportation over the meltdown of Southwest’s systems during December 2022 travel. As a result, the airline had to cancel nearly 17,000 flights and leave an estimated 2 million passengers stranded, during one of the busiest travel times of the year.
Modern Servant Leader
MAY 7, 2013
Southwest Airlines Facebook page. Technology Attack of the Customers: Why Critics Assault Brands Online and How to Avoid Becoming a Victim Customers Attack Ford Paul Gillin Scott Monty Skittles Social Media Social Media Crisis Susan G. UPS Facebook page. Constant Contact website. More from Paul Gillin. Paul Gillin on Twitter.
Leading Blog
MAY 12, 2021
passenger traffic for airlines). As Paul Saffo, a technology forecaster based in Silicon Valley, said, “ the goal of forecasting is not to predict the future, but to tell you what you need to know to take meaningful action in the present.”
Innovation Excellence
FEBRUARY 2, 2023
GUEST POST from Shep Hyken In a bold move to cut costs, Frontier Airlines announced that it would no longer offer human-to-human customer support. As a customer service expert, I was surprised at this move. I have waited to see the fallout, if any, and thought the company might backpedal and reinstate traditional phone support. […]
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