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The real story behind the collapse in Southwest's on-time performance
The real story behind the collapse in Southwest's on-time performance

Starting last fall, passengers on Southwest Airlines' usually reliable flights began noticing a sharp deterioration in on-time performance. More flights arrived late, and more flights sat on the ground past their departure times, waiting for connecting passengers from flights that arrived late, and so on and so on. Luckily for Southwest, the airline had built up a reservoir of goodwill from years of low-frills but effective service so that its statistics on customer complaints didn't soar even as its on-time performance collapsed. The airline explained to the press, blandly, that its problems were  caused by "scheduling too many flights at the most popular takeoff...

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