Bumped Passengers, Fines Aside, "It's All About Relationships" for Southwest Airlines

Southwest has pissed off its fair share of customers, bumping more of them from oversold flights than any other carrier last year. You don't have to look to far to find disgruntled flyers saying things such as, "I have always flown Southwest in the past, but doubt I ever will again. Saying you care about your customers is not the same as actually caring." Even the Department of Transportation has taken a swing, citing last week Southwest's failure to reimburse bumped passengers promptly or...