“This is another demonstration that Southwest Airlines needs to upgrade their systems and stop the negative impacts to individual travelers,” said Sen. Maria Cantwell, chairwoman of the U.S. Senate Committee on Commerce, Science and Transportation.she questioned Southwest’s chief operating officer Andrew Watterson.
When something goes wrong in one airport, there is a ripple effect impacting people in other airports across the country and world, said Tomasz Pawliszyn, CEO of passenger advocacy company AirHelp. “Customers booking air travel want to book with certainty that their travel experience will be smooth and undisturbed,” Pawliszyn said. “While many passengers look to Southwest for cost-effective flights, if the chances of a disruption are seemingly higher, the cost savings are no longer an advantage. Mass cancellations like today are rare, but if these become more common occurrences, then passengers could certainly develop preferences for other airlines.
Tech issues have plagued Southwest several times during its 52-year history. Over the last decade, company leaders, including former CEO Gary Kelly and current CEO Bob Jordan, pledged technology upgrades and promised that new, better systems were on the way.
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