Originally Posted by Bluedriver

Removed the trigger I think is the correct line. They love to promote the award when they get it for free, but there was nothing in Robin's letter that indicates that he knows they F'd up or intend to course correct! JB under invests in it's people. The winner Southwest, heavily invests in it's people.

JB won't course correct because it will cost money. That's why he didn't even hint at trying to win it back next year.