Sometimes, Technology Vendors Take One For The Team

Southwest Airlines’ has a spotless reputation for excellent service. But this week’s frustrated customer tweets about issues with bookings tarnished that rep. Broken websites are money losers and PR nightmares, especially for a power brand like Southwest. Hearing about it on social media only amplifies the pain. Luckily SW had a solutions provider to point the finger at. Amadeus scored a big win with Southwest earlier this year when it became the first big U.S. carrier to adopt its reservations-system platform Altea. But as they say, the customer is always right.  Technology providers brunt the occasional responsibility of shielding their customers from bad publicity.