I recently started flying with Southwest because of its cheap flights and the great quality they offer. With many competitive airline rivals, Southwest offers low fares and they don't charge any checked bags. Even if you want to change the time or day you are coming back from your trip, Southwest's maximum flexibility and customer service does not charge you if you modify your itinerary (they will only charge you the difference in the fare).
They offer a lot of interaction to their customers and have a social media listening team when accidents occur. Social media and broadcasting live the incidents have affected the companies. With the two latest problems of a plane's windows breaking, most people have stopped flying with Southwest in fear that their aisle's window is going to break. Obviously, the demand and prices have gone down for the airline, giving other airlines an advantage. the article talks about how Southwest's senior executive took immediate action in observing Southwest's maintenance, but also, taking care of every single costumer affected. Yes, accidents like windows breaking and emergency landings are scary, it is bad marketing for the airline, and makes customers not want to fly with Southwest ever again.
Definitely some scary stuff there. I would imagine the difficulty in getting customers to commit to your airline if people are knowledgable of previous broken windows during flights.
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