Steve Sommer never shops around for flights. The St. Louis resident and ... Gene Head, an executive-search consultant who lives in Birmingham, Ala., flies Southwest about 25 to 30 times a year ...

On its face, the email was simple. The airline pledged that it isn’t changing its loyalty program requirements next year. It was the headline, however, where things got interesting.

BOT or NOT? This special series explores the evolving relationship between humans and machines, examining the ways that robots, artificial intelligence and automation are impacting our work and lives.