Southwest’s Crisis Is A Lesson For Innovators
Blog: Forrester BPM Center of Excellence
Southwest Airline’s 2022 holiday travel disaster happened because the airline became a victim of its own success. It failed to realize that the analysts, data and software requirements for maintaining its point-to-point network needed constant upgrading, preferring instead to return profits to shareholders via stock buy backs. The weather this winter caused a cascading series of small errors and failures that increased the load on their aging technology infrastructure, causing further failures. They ultimately didn’t know where their crews were, and flights had to be cancelled.