The three-part plan focuses on improving winter operations, accelerating operational investments and cross-team collaborations.
Watterson said in a release that he was confident in Southwest’s path forward and believes that the carrier’s “best days are ahead.”
The carrier is looking to update its Skysolver optimization software, enhance its electronic crew notification system and upgrade its phone system and upgrade its customer support and services phone system. It’s also planning an upgrade to its employee mobility tools. These upgrades will focus on surge protection and efficiency during high call volume times.
Southwest is continuing an existing five-year operational modernization plan, which began in 2022. The plan focuses on operational investments and organizational alignment to support customers and employees. “I’m very encouraged by the work underway to address the challenges we faced in December,” Watterson said in a release. “Our operational performance this year has been among the best in the industry, and we’re committed to completing our action items while also running a safe, reliable operation supported by our legendary customer service that has made us famous throughout our 52-year history.”
Jordan told attendees operational performance has remained strong. In the first two months of 2023, Southwest ranked No.2 behind competitor Delta Air Lines for on-time performance. He also said engagement has remained strong. Nearly 50% of passengers that were disrupted by the December meltdown have booked or flown on Southwest.
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