While it threatens the Dallas-based company’s stature as one of America’s most beloved airlines, experts and analysts agree: Southwest holds the cards to own...
a pandemic that brought the air travel industry to a near halt and a smaller-scale meltdown last October.
The airline’s ability to repair damage and rebuild consumer trust will depend on how satisfied its customers are with. It’s already taken steps to restore trust with the traveling public. Southwest Airlines employees sorted through luggage stored in carts at Dallas Love Field in an effort to return bags to travelers during one of its biggest operational failures in company history.
Sen. Richard Blumenthal, D-Conn., plans to re-introduce a “passenger bill of rights,” which failed to become law in the last Congress. “This problem is hardly limited to Southwest,” Blumenthal said. “It’s hardly the first meltdown in airline travel, and it’s hardly unforeseeable.” “The airlines are going to lobby hard to have as little regulation as possible, but with each passing meltdown it becomes more apparent that real change is needed,” said John Breyault, vice president of public policy at the National Consumers League.
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