Red Banyan CEO Evan Nierman told CBS News in an interview that Southwest Airlines will be under pressure in months to come to make upgrades to ensure another flight cancellation disaster does not recur. Nierman, a crisis PR expert and author of Amazon bestseller Crisis Averted, said the airline will need to reimburse customers for the costs they incurred due to cancellations and then make improvements so there is never a repeat that strands thousands of travelers again. View the entire interview here.