Southwest Airlines: Singin’ the (Jet)Blues

This case was prepared by Marlene Friesen, under the supervision of Professor Elliott N. Weiss. Portions of it were taken from the Darden case “Southwest Airlines” (UVA-OM-0743), prepared by Charlotte Thompson, under the supervision of Professor Elliott N. Weiss, and from the Darden case “Southwest Airlines: Keeping That Lovin' Feeling after Herb Kelleher” (UVA-OM-1015), prepared by Anwar Harahsheh, under the supervision of Professor Elliott N. Weiss. It was written as a basis for class discussion rather than to illustrate effective or ineffective handling of an administrative situation.