Mgt 445 WEEK 5

Running head

Week 5

University of Phoenix

Week 5

Southwest Airlines is a company that has endured many changes through its more than 38 years in the airline industry through an understanding of what leadership and management is. What began as a small Texas airline has grown to become one of the largest airlines in America. Today, Southwest Airlines flies over 100 million passengers a year to 66 different cities all across the country, and they do it more than 3,200 times a day.

The Department of Transportation began tracking Customer Satisfaction statistics in 1987, and since then, Southwest Airlines has led the entire airline industry with the lowest ratio of complaints per passenger boarded. So what is it that makes Southwest Airlines so different from the other airlines,...