Southwest CEO maps out a recovery after holiday meltdown: ‘We have work to do’

Southwest CEO Bob Jordan’s message, after a holiday meltdown derailed the travel plans of millions, is clear: “I can’t say it enough. We messed up.” Jordan’s focus now, he said, is ensuring a similar crisis never happens again. The airline has hired consulting firm Oliver Wyman to review its processes, interview staff and union members, lay out what went wrong, and determine how to avoid it in the future. The low-cost airline is working with General Electric to improve the capabilities of software that helps Southwest work out crew reassignments. And the airline’s board has created an operations review committee to help managers work through such events. The event was jarring for many travelers used to Southwest customer service, which includes policies like free checked bags, a rarity for domestic US travel. Lawmakers and Transportation Secretary Pete Buttigieg said they want to look further into the disruptions.<br/>