Those of us in the travel industry watch and read everything when something happens to a plane or hotel in the world. We want to know what is happening, and hope that whatever happened, it is corrected. For some reason, Southwest Airlines makes me feel like they are doing everything possible to ensure this does not happen again. And since I am flying them in a couple of weeks, that is a big deal.
I also like what they did to the passengers on that flight from Phoenix. Now we can all say they should have done more, but I am not sure any of us really knows what is enough - but a full refund, two tickets for future travel, and an apology - right after the incident - seems fair to me. This may not even be an issue with Southwest but something related to the manufacturer. But they stepped up and did the right thing.
That is what makes them a little different than a lot of the other airlines in our world.
