A top Southwest executive will appear before the Senate today to discuss the company's holiday meltdown and deliver a clear message to the public: 'we messed up,' according to testimony obtained by NPR.
Now, Southwest says it's conducting an internal review of what went wrong and is vowing to make it up to customers. Watterson is offering a detailed account of the meltdown as he prepares to speakWorse-than-expected winter weather led to staffing issuestestimony, the major winter storm on Dec. 21 was far worse than airline officials had expected, forcing Southwest to cancel almost all of its flight schedule for several days in Denver and Chicago — its two largest stations.
Crew schedulers couldn't keep up with the domino effect of flight cancellations, and without up-to-date schedules, Southwest's crew scheduling software couldn't reassign crews to understaffed flights. The company ultimately decided to"pre-cancel" two-thirds of its flights from Dec. 27-29 in order to reset operations and get back to its normal schedule by Dec. 30.Watterson says Southwest has
He also touts several mitigation efforts that he says are already in the works, including improvements to electronic communication tools between crews and crew scheduling teams — a key point of weakness during the travel meltdown.Operational staff has also been bolstered to help support crew recovery efforts"at the first sign of a potential backlog."
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