March 27, 2024

Southwest Airlines’ Crisis Communications: Overall, a Good Job

When an engine broke apart killing a passenger April 17, Southwest faced the nightmare of all airlines.  Commenting for The Wall Street Journal’sRisk & Compliance Journal,” Judy Phair observes that Southwest had years of customer good will in the bank, and that caring approach helped with public acceptance of its statements and explanations.

Speak Your Mind

*

*