While you’re still stuck in some crowded airport — maybe the police told you you trespassed – The apology begins.
Southwest Airlines CEO Robert Jordan has finally offered a heartfelt video apology after more than two days of confusion.
sorry.I mean A totally robotic apology video It appears that this was written by a lawyer whose hemorrhoid surgery has been delayed several times.
Of course, as the apologies rained down, so did the apologists. Maybe 500,000 customer journeys were ruined, but it was a “perfect storm,” they declared.
Oh yes. very perfect. Poor hapless Southwest Airlines.
The weather is so much worse than the airlines imagined. Who would have thought that places like Chicago and Denver could get so cold in December? In fact, who would have thought that some employees might not want to work in such a cold environment, or might get sick?
Who would have thought that airline management might respond harshly to these employees, oh, and require them to bring their doctor’s note?
Other airlines have not been unaffected.wait but southwest 2,293 flights were canceled on Dec. 26, while American Airlines canceled 12?
software? what software?
But then there was software.
The airline has a software system from the 1990s. Last week, Southwest Airlines had to try to contact their pilots and crew by phone because there was no app or other more technologically advanced means of discovering their location. Some crew members said they couldn’t make it through 10 hours.
Please don’t say that no one could have foreseen this so-called perfect storm coming.
When he became CEO of Southwest Airlines, Robert Jordan admitted that the airline’s systems were outdated.
May I offer you one of his prescient observations? : “When you have irregular operations, such as cancellations and delays due to weather or other factors, my aircraft and the customer are both wrong, and this aircraft needs to end up in that maintenance base. We may use some tools to change Identify problems quickly and provide solutions.”
See that, dear Southwest customer? The airline’s CEO told you this could happen last January. The same goes for Southwest Airlines pilots.
I will admit, however, that I never considered flying Southwest during any busy or bad weather period. You see, I learned about Southwest’s sleazy attitude to technology a few years ago.
Worst technology ever.
In many ways, it’s a small story, but I can’t help but think it says a lot about the airline’s attitude to technology in general.
Five years ago, I was at LAX on my way back from a conference. I was flying Southwest and thought it would be wise to sign up for email alerts.
A simple technique, this. you will think.
The airline will notify you of any changes to your flight so you can manage your time happily.
In fact, Southwest Airlines did email me saying my flight was delayed by 1 hour and 15 minutes. This is okay. Los Angeles to San Francisco is just a short flight away. This delay allows me to have dinner at LAX without feeling rushed.
Oh, and then another email. The previous departure time was 9.50pm, now it is 11.15pm.
very good. Please take me home. But at 8:47 p.m., another email arrives. The departure time is now 10:50pm.
Hosanna, I thought. So I went to a bar for dinner and the guy next to me also took advantage of the Southwest Airlines email alert. How convenient they are. How efficient.
At 10pm, my new friend and I floated back to the door. The gate agent seemed to have a few unhappy customers in his ears.
You’ve been there, haven’t you?
The plane left without us.
When we asked why, we got no real response. The gate agent wasn’t interested when we asked for compensation. They said we should stay at the door and listen to the radio. We explained that we have an email alert system. The gate agent explained he didn’t care.
Honey, put another analog on the fire.
I was slightly less interested in flying to Southwest that day.
That’s when I realized Southwest was fundamentally a mock airline. Why invest in technology when you can do things the old way and make big bucks?
In fact, Southwest Airlines didn’t think it would be a good idea to install power outlets on at least some of its planes until now.
Dealing with airlines all too often, we learned our lesson. We hope the worst doesn’t happen, but very bad things happen all too often.
However, Southwest Airlines customers know that the airline is truly sorry and has been working to upgrade its technology.
But not as committed as in the past to ensuring that its executives and shareholders make big profits.
When airlines received government bailouts, they were prohibited from buying back stock or offering dividends until September of this year.
Then comes December 2022. Which airline do you think was the first to declare a dividend?
You’re right. This is an airline that loves its customers.
A little more love for shareholders.