Customer service? Give three cheers for Southwest. (Opinion).(Southwest Airlines)

Crain's Chicago Business, February, 2003

Byline: Norb Tatro Treat the customer right and he or she will respond with loyalty and repeat business. It's an old concept and the idea behind frequent-flier programs. But it has fallen off the radar of some airlines. Except one. In early January, my wife and I were on a packed flight to Florida.

The throttle to one engine stuck in a half-open position, and the pilot told us he would shut down the engine and land in Nashville. Experienced fliers would feel something unusual as the plane adjusted to the situation, but he assured us that the Boeing 737 was designed to fly with one engine. Except for the emergency trucks along the taxiway, there was nothing unusual about the landing. We were asked to fill out a form before anyone deplaned. I thought...

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