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Southwest Airlines has a comms challenge

It was an unquestionably horrible vacation season and begin to the brand new 12 months for Southwest.

A pre-Christmas winter storm was an annoying blip to its rivals however an existential meltdown to Southwest, leaving some vacationers stranded for almost every week and lacking out on significant time with household and buddies.

Throughout and after the disaster, the Southwest comms crew has held the unenviable job of explaining what occurred, why and what occurs subsequent.



Nonetheless, as Otter Public Relations Publicist Thomas Mustać defined, a lot of their response was too little, too late.

The errors began early within the disaster, when the airline’s customer support was overwhelmed each in airports and on the cellphone. Nobody may get by means of, and the company provided little steerage about what vacationers ought to do.

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