Executive Rewind: Southwest's CEO Could've Done Better
It never pays to be defensive or minimize serious news about your organization, especially when you know certain target audiences will have definite concerns, and that they’ll also be listening to what third party experts are saying. Those experts are apt to make contradictory statements that can damage your reputation.
So, when Southwest Airlines voluntarily grounded 44 of its all-Boeing 737 fleet of passenger jets, it came down to just how serious the problem was. Certainly, their customers would be concerned. And Wall Street probably had more than a passing interest.
Yet, a week before the grounding, but well over five years after being ordered to get their planes inspected for possible structural problems, Southwest CEO Gary Kelly seemed to downplay the situation. He said his people and Boeing told him their planes were safe.
But, when the grounding was announced this week, former DOT Inspector General, Mary Schiavo, a media favorite in these situations, expressed a lot more concern than the airline boss. She characterized it as a significant “slide for Southwest” to have this many aging aircraft and she seemed critical of the airline for forgetting about upgrading its fleet. She faulted the FAA, too, since Southwest thought it had been given an extension on the inspections.
Another expert, aviation consultant Michael Boyd, spoke in support of Southwest, saying the airline has a great safety record, is well-managed and that his real concern is with the FAA, not Southwest. Probably a sentiment that’s widely shared.
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