Despite the tragic incident on Southwest Airlines’ Flight 1380 on April 17, 2018, the culture of the Best Loved Airline ensured that the accident did not tarnish its reputation.

The 1380 flight crew, in an interview on CBS News, attributed their success in safely landing the plane to their shared values. Although the crew didn’t mention a specific core value, Southwest’s Servants Heart was evident throughout all the actions taken after the accident, from Captain Tammie Jo Shults walking the aisle and speaking to every passenger once the plane was safely landed to the heartfelt message from CEO Gary Kelly.

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