That has been considered germane to the investigation, and so I am not going to be at liberty to discuss details. I can tell you that in general, (the low-visibility) approach is not at all unusual. In fact we have them at almost every airport we serve, as do other carriers.

203

There was a growing online community having conversations about travel and Southwest. We could watch that conversation, or become part of it.

147

It was great exposure, and it gave us an opportunity to educate people about Southwest Airlines.

121

We are going to do our best to get everyone out of there that we can.

117

It wasn't until they mentioned [these behaviors] to us in the training that we all went, 'Wow'. None of us had experience where we noticed someone was being physically abused. But with a number of people, it was more mental abuse. A guy comes in and sits next to his wife while she's having her hair done. It's kind of creepy.

94