"transparency" to build confidence (Score 1)

I think it's smart to be as transparent as you can about system failures (without creating a security risk by discussing your infrastructure in too much detail). A company like Southwest depends in part on consumer confidence in order to gain customer loyalty and confidence. People are still a little afraid to fly. The act of transparency can boost confidence because the customer is expected to accept that bad things happen but that the right person is in charge, knows what happened, knows how to fix it, and can assume that changes have been or will be made so that it doesn't happen again. If Southwest instead chose to be completely opaque the customer would be either be wondering what they're covering-up and why (hurting confidence) or if they are completely incompetent (also greatly hurting confidence). For companies like Southwest, I think it's essential that they be as detailed as they can be.