The Untold Truth of Southwest's Implosion | Corporate Casket
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Airport Customer Service: The Ultimate Breakdown
As flights were canceled, thousands of people reached for their phones praying that they could change their arrangements. They would be met with dial tones that lasted hours. There are websites and apps to assist you but those didn't work either. People can just go to the airport and speak to customer service agents in person. Again, there was a problem. Some reported line wait times as long as eight hours. This isn't Disneyland with people waiting to get on the newest ride. This is a Southwest line.
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