I thought this article was very interesting. As AA has made the move to being conceptually much more of a bank and much less of an actual airline, this article basically is making similar claims (among others) for Southwest. IS WN (and all airlines) more tech company than physical product? Is "Corporate Culture" becoming less important and less of a differentiating factor for individual carriers?

Southwest Airlines has a big problem and customers may not know it
It's almost as if Southwest is a tech company like Google -- with some of the same nightmares.