![]() They and the airline itself described an internal process that requires multiple departments to manually redesign the airline’s schedule – a system that works “the vast majority of the time,” Southwest said in a statement. ![]() Leaders of multiple labor unions also told CNN that management briefed them about a more normal flight schedule heading into the holiday weekend.īut as extreme winter conditions swept much of the country last week – including important airports in Southwest’s network – the airline’s plan for “irregular operations” passed the breaking point, according to multiple people familiar with the situation. Southwest is digging itself out of the mess and announced plans to “return to normal operations with minimal disruptions on Friday.” Orphaned baggage piling up at airports and travelers told to give a shipping address. The result: A massive Christmas travel meltdown that scuttled holiday plans for hundreds of thousands of passengers. “We’ve been harping on them since 2015-ish every year,” Mike Santoro, a captain and vice president of the Southwest Airlines Pilots Association, told CNN. And they say they’ve been raising concerns for years. While Southwest grew from a scrappy, Texas-based discount airline operating three planes into one of the nation’s largest – union officials representing Southwest workers say the company did not keep pace with technology changes. Ask Southwest Airlines employees about their company’s technology, and one word keeps coming up: “antiquated.”
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