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As they say on the case study, many of the frequent fliers develop a close relationship with their employees. By saving a few low-numbered boarding cards for its most frequent fliers they might be able to further enhance their relationship-building approach.
b) Should Southwest allow its most frequent fliers who have missed a flight to board the next available flight with an empty seat independent of fare class? What drives your decision?
Since Southwest stands firm on certain policies and practices such as treat every customer equally, by letting its most frequent fliers to jump on the next available empty seat independent of the fare class they would break its promises which would go against company’s policies...
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