Two Airlines, Two Lessons in Leadership
Leadership is revealed in how you handle setbacks, not when things go smoothly. My recent back-to-back experiences with two airlines showed the stark difference between hiding behind policy and stepping up to serve. The same lesson applies in business.
Air travel horror stories have become a modern rite of passage. We swap them like badges of honor. Beneath the chaos, they are powerful case studies in leadership, accountability, and how people choose to show up. Two airlines gave me back-to-back lessons in what to do and what never to do when things go wrong.
Turbulence Ahead
Final Approach
Earlier this year, my family flew to the East Coast on American Airlines. After six hours of delays, we finally boarded our flight, only to land in the wrong state at 1 am. American deplaned us, handed out postcards like party favors, and left us stranded in a deserted airport. The best part? Our entire flight’s luggage made it to our actual destination without us.
We got there too, a full day late, frustrated and exhausted. A gate agent promised reimbursement, but it took three months of denials, stall tactics, and a DOT intervention before we saw a dime. The payout? A paltry fraction of our ticket cost. American burned more time, energy, and payroll costs fighting us than it would’ve cost to honor its own policy. That’s not just bad service, it’s bankruptcy math served with a ‘Dear Valued Customer’ email.
Course Correction
Fast-forward to last weekend. Same daughter, new airline: Southwest. Our flight was delayed, then after takeoff, we had to return to the airport. It was midnight déjà vu. I braced myself for another long night and a ruined trip.
Imagine my astonishment when Southwest had another plane and crew ready within an hour, and we landed in San Diego in the wee hours of the morning. The next day, I received an email with no excuses, no legalese, just an apology and vouchers covering 85% of our fare.
People don’t remember your policies. They remember how you treat them when things go sideways. They remember whether you leave them stranded in an empty airport, or if you step up, own the problem, and get them moving forward again.
That’s not just a travel lesson. It’s a leadership lesson.
Your customers, clients, and employees are forming opinions every single day about whether you’re American or Southwest. They’re watching how you respond when the unexpected happens. Do you hide behind policy? Or do you step up, own the problem, and prove you actually value the people you serve?
Great service is rarer than a Zoom call without someone saying, “You’re on mute.” Which is exactly why it sticks. Be the exception. Be the one who cares enough to make it right. Because the truth is, your clients are watching—whether you realize it or not.
I’ll happily pay more to avoid American, and I’ll check Southwest first because they showed me they cared. No one forgets who left them stranded while traveling or in business. Don’t be the cautionary tale. Be the Southwest.