Not waiting for customers to complain

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From Now I Know:

At the end of 2013, the United States Department of Transportation released its monthly ranking of airlines based by on-time performance. It was bad news for Southwest Airlines, which performed poorly, coming in last on the list for two straight months. The methodology used to make this determination was somewhat controversial – the inspector general of that very same agency stated as much – but if you’re an air traveler whose flight was delayed significantly, that’s hardly any solace.

But that’s OK. When it comes to apologies and explanations, Southwest has a guy for that. His name is Fred Taylor, and he’s sorry your flight didn't work out as planned.

Even if you weren't going to make a stink about it.

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