Listen in as Brett talks about how he had to navigate his group of 8 from Chicago to Florida the day after Christmas due to lack of communication from Southwest Airlines.
When things go wrong, as they sometimes can, it is important to be in constant communication with your customers so they can make decisions on their next travel steps.
Keeping customers in the dark is one sure way to lose their trust and loyalty.
If you are known for good customer service, you are expected to live up to that during easy and hard times.
