{"id":2838,"date":"2007-03-18T21:28:15","date_gmt":"2007-03-18T21:28:15","guid":{"rendered":"http:\/\/zmetro.com\/?p=2838"},"modified":"2007-03-18T21:28:15","modified_gmt":"2007-03-18T21:28:15","slug":"airlines_learn","status":"publish","type":"post","link":"http:\/\/www.zmetro.com\/?p=2838","title":{"rendered":"Airlines Learn to Fly on a Wing and an Apology"},"content":{"rendered":"<p><a href=\"http:\/\/www.nytimes.com\/2007\/03\/18\/business\/18sorry.html?ex=1331870400&#038;en=06f0f2c52b6b6062&#038;ei=5090&#038;partner=rssuserland&#038;emc=rss\">Jeff Bailey<\/a>:<\/p>\n<blockquote><p><i>Airlines are getting serious about saying they&rsquo;re sorry.<\/p>\n<p>After a spate of nightmarish service disruptions, American Airlines, JetBlue Airways and others are sending out more apologies, hoping to head off customer complaints and quell talk of new consumer-protection regulations from Congress.<\/p>\n<p>But no airline accepts blame quite like Southwest Airlines, which employs Fred Taylor Jr. in a job that could be called chief apology officer.<\/p>\n<p>His formal title is senior manager of proactive customer communications. But Mr. Taylor &mdash; 37, rail thin and mildly compulsive, by his own admission &mdash; spends his 12-hour work days finding out how Southwest disappointed its customers and then firing off homespun letters of apology.<\/i><\/p><\/blockquote>\n<p>Fascinating look at Southwest Airlines&#8217; culture.  I hope they fly into Madison soon.<\/p>\n","protected":false},"excerpt":{"rendered":"<p><a href=\"http:\/\/www.nytimes.com\/2007\/03\/18\/business\/18sorry.html?ex=1331870400&#038;en=06f0f2c52b6b6062&#038;ei=5090&#038;partner=rssuserland&#038;emc=rss\">Jeff Bailey<\/a>:<\/p>\n<blockquote><p><i>Airlines are getting serious about saying they&rsquo;re sorry.<\/p>\n<p>After a spate of nightmarish service disruptions, American Airlines, JetBlue Airways and others are sending out more apologies, hoping to head off customer complaints and quell talk of new consumer-protection regulations from Congress.<\/p>\n<p>But no airline accepts blame quite like Southwest Airlines, which employs Fred Taylor Jr. in a job that could be called chief apology officer.<\/p>\n<p>His formal title is senior manager of proactive customer communications. But Mr. Taylor &mdash; 37, rail thin and mildly compulsive, by his own admission &mdash; spends his 12-hour work days finding out how Southwest disappointed its customers and then firing off homespun letters of apology.<\/i><\/p><\/blockquote>\n<p>Fascinating look at Southwest Airlines&#8217; culture.  I hope they fly into Madison soon.<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6,21,32,40,12],"tags":[],"_links":{"self":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/posts\/2838"}],"collection":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2838"}],"version-history":[{"count":0,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=\/wp\/v2\/posts\/2838\/revisions"}],"wp:attachment":[{"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2838"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2838"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.zmetro.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2838"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}