Not the case study company it used to be – Southwest Airlines Review

In business school, Southwest Airlines was a prime company to study especially with regard to how their staff was empowered within certain means to make a decision to improve the experience of the end-consumer; this no longer holds true as over the course of 12 hours speaking with different agents to arrange an emergency flight, no decision-making responsibility is any longer bestowed to their still friendly customer service team. This attitude likely will diminish in time as well once their staff understands the reduction of the their job roles and elimination of autonomy, one of 3 key metrics in determining workplace satisfaction. Disappointed.
Review by RyderRachy on Southwest Airlines.