Originally Posted by
catch22
This is an airline that held off on international routes for so long because their reservation system could not accept passport information, foreign currency, positive bag match, and some of the other unique demands of international.
This is an airline that would cancel any flights that were delayed so they would not be airborne at 2am CDT (As they call it Herb time) in order to fully power down their dispatch and operations center to reboot it as it could not process a date change overnight while airplanes were airborne. Someone from IT had to flip a switch every night to reset the airline for the day before operations could commence.
This is an airline that held off on the "baggage fee" craze of the mid-2000's not because they love their customers so much, but the fact that their reservation system was unable to automatically attach payments for miscellaneous fees onto an existing reservation, as well as their system not having any functionality to automatically attach a baggage tag number to an itinerary automatically. The manual process to attach these would slow check-in times too much and cause too much of a manpower drain. So "Bags Fly Free" was born. This lack of investment, while turned out good for customers, has cost them billions in lost ancillary revenue the other airlines have been eating up for 10-15 years.
Southwest Airlines runs 3,500 flights a day with 800 airplanes on the IT infrastructure and operational competency of an airline that has 20 airplanes. The house of cards was doomed to collapse at some point. Their stubbornness in not upgrading IT networks and software over the past 40 years has finally come to a head. Their brazen messaging of being the simple, small carrier has finally caught up to them now that they are in a mess they cannot dig themselves out of. They don't know where their crews are, they don't know where their airplanes are, and this is no longer to be blamed on the weather -- that excuse ended days ago. They fly through the same skies all of the rest of us do, and all the other airlines are back up and running taking care of their passengers who they have all but abandoned.
Bookmarks