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Truth is Powerful

Southwest Airlines admits to an insulting problem that’ll drive everyone crazy


What is Southwest to do? Let’s start with the good news.

Customers still adore Southwest Airlines . Well, relatively speaking.

The airline has canceled a lot of flights this year but, in the new J.D. Power 2022 North America Airline Satisfaction Study , Southwest remains the absolute favorite of economy class passengers.

For comparison, United Airlines came seventh. American Airlines, ninth.

There’s often been the feeling that Southwest is, as airlines go, not merely a fine airline to fly but a fine company to work for.

Currently, it’s desperately trying to hire as many people as it can, given the expansion of travel enthusiasm. It needs 10,000 more employees, including 1,200 more pilots.You’d think, then, that quite a few people might want to work for Southwest.It seems that they do. There is, though, one little problem. It’s a problem that clearly annoys Southwest’s management and has a considerable impact on the airline’s ability to give customers the sort of service they’d like to enjoy.Why else would Southwest admit , the Wall Street Journal reported , that between 15% and 20% of those it hires simply don’t turn up? Ever.Of course you’ve heard of ghosting. Of course you’ve done online dating.Yet employment ghosting seems to […]

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