Southwest Airlines – Cleaning Up The PR Disaster Few American companies have so badly mangled a crisis to the extent of Southwest Airlines following the Christmas blizzard. It will be months before all of the damage is addressed, losses refunded, and customer confidence begins to return. It didn’t have to be this way. Southwest’s refusal […]
The timing had to be perfect, right down to the minute. The journey, covering hundreds of miles, was fraught with potential roadblocks – both literal and figurative. The very best case scenario, where every element fit together like the inner workings of an antique grandfather clock, would result in my arrival for a speaking engagement with a flop sweat-inducing three minutes to spare.