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How Southwest apologizes
Southwest Airlines has one full-time employee who writes letters to customers to apologize for bad experiences.
From Airlines Learn to Fly on a Wing and an Apology:
[He] spends his 12-hour work days finding out how Southwest disappointed its customers and then firing off homespun letters of apology. ... He composes about 180 letters a year explaining what went wrong on particular flights and, with about 110 passengers per flight, he mails off roughly 20,000 mea culpas. Each one bears his direct phone line.
One would hope that Cathy Pacific employs such a person, since passengers on a flight from JFK reportedly spent a night on the plane this weekend, rather than in the terminal, because of de-icing delays.
See also: NPR: Southwest opposed passenger bill of rights
