Monday, April 04, 2011
Southwest Airlines appears to be handling its crisis well. It is inspecting its fleet of Boeing 737s for the possibility of cracks in their hulls. The incident on Friday of a partial roof tear in one of its airborne planes could have been a disaster. That it wasn't is a tribute to good piloting and the fact that the hole in the plane did not grow larger. To get the inspections done, Southwest has cancelled hundreds of flights, but passengers do not seem to care. They don't want to suffer a similar incident. This is a case in which inconveniencing customers is good PR.