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Old 3rd Sep 2008, 14:47
  #23 (permalink)  
VAFFPAX
 
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F3G, when you look at SWA, they don't have the amount of CS people on the ground though that BA would require with its 'innovative' do-it-yourself-at-your-leisure T5 design. When 'disaster' strikes (i.e. heavy storms that cause cancellations), it's EVERY HAND ON DECK, from managers downwards (or at least that's what I've been led to believe in the past). That is a different kind of culture than what we seem to see in Europe.

That's what makes SWA different to FR and other LoCos and other scheduled carriers. JetBlue themselves had to learn this very quickly in the winter storms that gripped the East Coast and pretty much blew their entire network apart, leaving thousands stranded in airports all over the place, and they were lambasted for not having sufficient CS personnel on the ground to answer questions and deal with the monumental FU that they were facing.

S.
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