How Airlines Say They’re Sorry

Thursday, 10 July 2014 | by Pat's Picks

Airlines apologize a lot. So it’s no surprise that many carriers have pretty sophisticated ways of streamlining the apology process. The Wall Street Journal says Southwest uses software that scans complaint letters for keywords so the apology can be tailored to the customer’s personality. Complaints are sorted by their complexity and frequent fliers and big spenders will get priority.

SOURCE: Wall Street Journal