Southwest Airlines continues effort to earn back consumer confidence after holiday meltdown

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Southwest Airlines continues effort to earn back consumer confidence after holiday meltdown
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The Dallas-based carrier is announcing a three-part plan to prevent another debacle like the one last Christmas that led to the cancelation of some 17,000 flights, leaving passengers and their luggage stranded at airports across the country.

carrier is announcing a three-part plan to prevent another debacle like the one last Christmas that led to the cancelation of some 17,000 flights, leaving passengers and their luggage stranded at airports across the country.

Southwest Airlines CEO Bob Jordan said the company expects to spend $1.3 billion in upgrades and maintenance of its IT systems this year. Part of the upgrade includes crew scheduling software and consumer, and crew phone systems will be enhanced to handle high call volumes.During the winter meltdown, crews reported spending hours on the phone, trying to get reassigned. By the time they got through, it was often too late. They held a picket at Dallas Love Field earlier this month.Southwest says it will also buy more engine covers and heaters to keep planes flying as much as possible.

Southwest uses what's called a point-to-point operation, which means planes ended up scattered at airports across the country where weather conditions can vary.

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