So just how important is friendly service and pleasant employees?
For Southwest Airlines, it's the difference between being number one and being number two.
AP is reporting that Southwest is on track to overtake American Airlines as the top U.S. airline for total passenger traffic this year, a coveted spot American has held for the last five years.
Southwest is set to best American's combined domestic and international traffic, as they've carried over 40 million passengers entirely on domestic routes in the first five months of the year where American carried 40 million passengers during the same period in both domestic and international travel.
(photo from Flickr by Paul Goyette)
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