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Friday Forward
Feedback Exceptions (#246)

Feedback Exceptions (#246)

Robert Glazer
Sep 17, 2020
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Friday Forward
Friday Forward
Feedback Exceptions (#246)
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Many years ago, a frequent flyer on Southwest Airlines was consistently disappointed with every aspect of the company’s operation. She became known within the company as a “Pen Pal,” because she’d send a written complaint after every flight.

She didn’t like Southwest’s lack of assigned seating; she didn’t like the absence of a first-class section; she di…

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