Washington Post: Southwest superfans got burned in the meltdown. They’re still loyal.

EKA partner Eric Rose was quoted in a recent Washington Post article covering the Southwest Airlines flight cancellation debacle:

Crisis communication and reputation management expert Eric Rose, a partner at EKA, said Southwest has done some things right: Leaders apologized with empathy, pledged refunds and reimbursement and acknowledged the concerns of Transportation Secretary Pete Buttigieg.

“But this is a crisis that is not over because they haven’t solved the problem,” he said.

Rose said the airline still needed to make outreach to customers like him – not just people whose travels were disrupted – to address the issue and explain what’s being done to fix the problem.

“They need to be a lot more specific about the failure and very specific about what they’re doing to assure people that it’s won’t happen again,” he said.


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