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Southwest Airlines CEO Thinks Its Passenger Experience Is Just Fine

Dennis Schaal photo
Dennis Schaal

Photo Credit: Southwest Airlines CEO Gary Kelly greets customers on the first non-stop flight out of Dallas Love Field. The Wright Amendment ended on Monday, Oct. 13 2014, allowing non-stop flights to anywhere in the U.S. from Dallas Love Field.  Southwest Airlines / Stephen M. Keller

Skift Take

It is possible for an airline, such as Southwest, to cater to some fairly satisfied passengers. Not gouging them with fees and treating them like human beings really helps.

The vast majority of airline CEOs would tell you that they need to focus on improving the passenger experience, but not Gary Kelly, the chairman, president and CEO at contrarian Southwest Airlines. You know, it's the airline with 41 consecutive years of profitability despite recessions and the September 11 terrorist attacks, for example. Asked yesterday during the airli

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