A look at Southwest Airlines' recent technology disruption, why technology is so important for airline operations, and what can be done in the future to mitigate such problems.
Southwest Airlines has been facing increased scrutiny from the public and government due to its massive flight cancellations. The company is attempting to recover by operating just over a third of its schedule in upcoming days, so that their staff can be in the right positions.
During the holidays, people often have a set plan in place for their travel and vacation. They may have booked accommodations, planned activities, and taken time off from work or other commitments.
When a flight is cancelled or delayed, it can throw off this entire plan and cause a lot of stress and inconvenience. It can also be financially burdensome, as people may have to pay for alternative transportation or make last-minute changes to their plans.
Additionally, the holidays are often a time when people are trying to see loved ones and spend time with family, so any disruption to their travel can be emotionally distressing. Overall, flight cancellations and delays during the holidays can be a major inconvenience and cause a lot of frustration and stress for people.
As
reported on CNN, Southwest Airlines has been experiencing massive flight cancellations and delays for the past 20 months, causing chaos among travelers. It appears that these issues can be traced back to outdated processes and IT infrastructure which have not been upd
a ted since the 1990s. In response, Southwest is investing in new systems to improve their operations and customer service, while the US Department of Transportation investigates whether they are complying with their customer service plan. With a history of similar meltdowns occurring in October 2021, it remains to be seen if Southwest will make good on its promises this time around.
Southwest Airlines has been investing heavily in updating its IT infrastructure, operations and customer service. As of April 2021, the airline had hired approximately 2,400 employees and was well on its way to its goal of 5,000 by the end of the year. The airline is also in the process of replacing its outdated systems with more modern technology.
The following graph is sourced from the CNN article, which references the portion of all flight cancellations that are due to Southwest Airlines, with "Today" reflecting the 27th of December, 2022.
Southwest Airlines has been facing increased scrutiny from the public and government due to its massive flight cancellations. The company is attempting to recover by operating just over a third of its schedule in upcoming days, so that their staff can be in the right positions.
Ways modern IT infrastructure can benefit airlines
There are several ways in which modern IT infrastructure can help prevent or reduce flight cancellations:
- Real-time tracking and monitoring of aircraft and equipment: Modern IT systems can track and monitor the status of aircraft and equipment in real-time, allowing maintenance teams to identify and fix potential issues before they become critical. This can help reduce the number of flight cancellations due to technical issues.
- Advanced forecasting and prediction tools: IT systems can also be used to analyze data from past flights to predict potential issues and help prevent them from happening. For example, an airline might use weather data and flight schedules to predict which flights are most likely to be delayed or cancelled due to weather.
- Improved communication and coordination: Modern IT systems can help improve communication and coordination between different teams within an airline, such as the flight crew, ground staff, and maintenance teams. This can help prevent misunderstandings and miscommunications that can lead to flight cancellations.
- Automation of routine tasks: IT systems can automate routine tasks, such as checking and rebooking passengers on alternative flights, reducing the burden on staff and improving efficiency.
- Improved customer communication: IT systems can also be used to improve communication with customers, such as by providing real-time updates on flight status and rebooking options in the event of a cancellation.
Overall, modern IT infrastructure can help airlines reduce flight cancellations by improving the efficiency and reliability of their operations, and by providing better communication and coordination between different teams and with customers.New Paragraph
Benefits of up-to-date IT infrastructure at airlines
There are several reasons why it is essential for airlines to keep their IT systems up to date:
- Improved efficiency:
Up-to-date IT systems can help airlines streamline their operations, leading to increased efficiency and cost savings. For example, an airline might use a computerized reservation system to manage bookings, or a computer-based maintenance system to track and schedule aircraft maintenance.
- Enhanced customer service: Modern IT systems can help airlines provide better customer service by enabling them to access and manage customer data more easily. For example, an airline might use a customer relationship management (CRM) system to keep track of customer preferences and offer personalized services.
- Improved safety: In the aviation industry, safety is of the utmost importance. Up-to-date IT systems can help airlines improve safety by enabling them to track and monitor aircraft maintenance, as well as by providing pilots with real-time information about weather conditions and other factors that could affect the safety of a flight.
- Enhanced security: Up-to-date IT systems can also help airlines enhance security by providing them with the tools to monitor and prevent cyber attacks and other security threats.
- Competitive advantage: In a highly competitive industry, having up-to-date IT systems can give an airline a competitive advantage over its rivals. For example, an airline with a modern reservation system might be able to process bookings more quickly and efficiently, leading to increased customer satisfaction and loyalty.
Not to mention
the brand itself can get negatively impacted by failing to provide customer service as a result of ageing IT infrastructure causing service disruptions. Therefore, in order to protect your company's brand, it is extremely important to maintain the quality of your infrastructure.
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