Southwest Airlines said it would improve its ability to deal with severe winter weather by adding staff and equipment at key airports, and already has boosted its phone system to handle larger volumes of calls from customers and employees.
Southwest’s troubles began Dec. 21 after a winter storm hit one of its key bases at Denver International Airport. The airline had canceled flights ahead of the storm, but a post-incident analysis by its pilots union found management had been too optimistic about its preparation. Among the issues the carrier encountered: The storm had hobbled its Denver ground crews’ ability to de-ice and prepare aircraft for service, a problem that eventually hit other bases as the storm moved east.
Many of the actions contained in the summary already have been outlined by company executives, including an upgrade to the crew scheduling software that became overwhelmed. Changes to that system were made in February. The company also previously said it planned to spend $1.3 billion on technology upgrades and improvements, an increase of 25 percent over 2019 spending levels.
The report also outlined challenges the carrier faced in the wake of the massive disruption, including reuniting nearly 100,000 pieces of luggage with customers whose trips had been canceled. It said fewer than 100 bags remain unclaimed or without identification.The carrier also has processed more than 99 percent of refunds and reimbursement requests.
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