This week marks Bob Jordan's one year anniversary as CEO of Southwest Airlines. In year two, he's focused on making sure the operational meltdown that happened in December never happens again.
"I think the biggest misconception right away was that it was a technology issue. We tried to be really clear that while the technology got overwhelmed, it is not what caused this," Jordan tells Axios in an exclusive interview.
And the point-to-point flying system: "A point of confusion is that we're all point-to-point, but given our size and scale, we [operate] roughly in between for point-to-point and hub-and-spoke. I think the issue was the weather [being] more severe than we expected and it hit so many very large locations for us."It was impossible to communicate what was happening in the moment, which led to more outside speculation.
"You always wonder whether you communicated fast enough...We were very quick to communicate internally every single day, but I think 'did we communicate externally, quickly enough?' would be the ultimate question."Now, Jordan is over-communicating in an attempt to explain these dense, operational snafus to consumers, shareholders and legislators.
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