Customer Relations – Page 26

Bob Jordan, Southwest Airlines’ CEO, on What Went Wrong

Southwest Airlines’ chief executive, Bob Jordan, said frigid temperatures and mistakes by the company caused its meltdown around Christmas.

By Niraj Chokshi

Content Type: Service Cruises Customer Relations Insurance Travel and Vacations

Help! A Check-in Agent’s Mistake Made Me Miss an Antarctic Cruise and I’m Out $17,000.

An American Airlines error kept a traveler from getting to her cruise’s departure, but the carrier wouldn’t take financial responsibility and her trip insurance refused to pay. Then our columnist stepped in.

By Seth Kugel

Customer Relations Delays (Transportation) Southwest Airlines Company

With Only Dozens of Cancellations on Friday, Southwest Steps Closer to Normal

Barring last-minute problems, the airline was poised to return to its usual schedule, but challenges remain.

By Daniel Victor

Budget Travel Christmas Customer Relations Delays (Transportation) Social Media Southwest Airlines Company

Southwest Stole Christmas. It Still Has Superfans.

It’s been a disastrous week for the budget airline. But its influencers are prepared to defend their brand loyalty.

By Emma Goldberg