Southwest Airlines CEO Thinks Its Passenger Experience Is Just Fine
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It is possible for an airline, such as Southwest, to cater to some fairly satisfied passengers. Not gouging them with fees and treating them like human beings really helps.
The vast majority of airline CEOs would tell you that they need to focus on improving the passenger experience, but not Gary Kelly, the chairman, president and CEO at contrarian Southwest Airlines.
You know, it's the airline with 41 consecutive years of profitability despite recessions and the September 11 terrorist attacks, for example.
Asked yesterday during the airli
