About this episode
The episode discusses how Southwest Airlines has strayed from its original customer-friendly policies and what steps could be taken to improve the situation.
Southwest has long been a beloved, low-cost airline with free checked bags, minimal fees, and one class of seating that made flying feel simple and fair. But recent reversals of those policies, in favor of the bottom line, have left both customers and employees feeling betrayed. In this Unsolicited Advice segment, Anne and Frances take a closer look at what Southwest got so right in the beginning, the decisions that led to this moment, and what CEO Bob Jordan could still do to turn the plane around. Connect with the team Follow Anne on Instagram and LinkedIn Follow Frances on Instagram and LinkedIn Watch Fixable videos on youtube.com/@TEDAudioCollective Visit Anne and Frances’ website Have a question you want Anne and Frances to solve? Email the team at fixable@ted.com or leave a voicemail at 234-349-2253 Follow TED on X , Instagram , Facebook , LinkedIn , and TikTok For the full text transcript, visit ted.com/podcasts/fixable-transcripts Hosted on Acast. See acast.com/privacy for more information.
People in this episode
Hosts: Anne, Frances
Topics covered
- airline industry
- customer loyalty
- business decisions
- corporate strategy
- employee satisfaction
Keywords
- Southwest Airlines
- business strategy
- customer experience
- CEO Bob Jordan
- airline policies
Mentioned in this episode
Organizations: Southwest Airlines, TED
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