The federal government is investigating what happened at Southwest. “No fault of anybody - takes investment - and we’ll get all this done.” “I do think the scale and the growth of the airline got ahead of the tools that we have,” he said. Under Southwest’s system, which dates to the 1990s, when crew members are reassigned to a different flight or even change hotels, “somebody needs to call them or basically in the airport chase them down and tell them what their re-route looks like,” Jordan said. He outlined five priorities, including modernizing the airline’s technology for scheduling pilots and flight attendants. Speaking to reporters a month ago at Southwest headquarters in Dallas, a relaxed and jocular Jordan spoke in glowing terms about the airline’s culture and customer service. Now it has more than 700 planes and more than 60,000 employees. Southwest had 88 planes and 7,000 employees when Jordan joined 35 years ago. Jordan faces a crisis just 11 months after he became CEO, replacing longtime leader Gary Kelly. Executives said they had canceled only 39, or less than 1% of the schedule, for Friday. On Thursday, Southwest accounted for about 95% of all canceled flights in the United States. Other airlines bounced back within a couple days, but Southwest ran short of ground workers at airports in Denver and Chicago, and its problems exploded from there. Southwest has struggled to recover after being overwhelmed by a winter storm that swept the country last week. “This has been an incredible disruption, and we can’t have this again,” he said. Jordan told reporters that events of the last week will likely cause Southwest to re-examine priorities and spending levels for technology improvements that were already underway, but he offered no specifics. Southwest lost $75 million during a much smaller disruption in October 2021 that resulted in about 2,000 canceled flights over a four-day stretch.ĬEO Robert Jordan said it was too early to say how much the company will lose in revenue and incur in extra costs because of the current crisis. Executives said the airline also will pay to ship baggage that has piled up at airports around the country. The airline’s chief commercial officer said that process will take several weeks. Southwest will refund tickets on canceled flights, and executives repeated a promise to reimburse travelers who were forced to pay for hotel rooms, meals and flights on other airlines.
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