Congress is receiving new evidence Thursday of internal chaos at Southwest Airlines over the Christmas holiday meltdown.
As planes stood still at the height of the debacle, crewmembers sat stranded, unable to communicate with their dispatchers and schedulers.
More than 16,700 flights were canceled and 2 million passengers stranded, scuttling holiday plans and leaving mountains of unclaimed baggage nationwide. Southwest CEO Bob Jordan apologized and the airline offered reimbursements for passengers' costs, along with bonus points. The Department of Transportation is investigating, including whether the airline scheduled more flights than it could handle.
"Since 2011, SWA has averaged one major operational failure every 18 months," the testimony said. "Warning signs were ignored. Poor performance was condoned. Excuses were made. Processes atrophied. Core values were forgotten."
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Southwest Airlines Executive to Tell Congress ‘We Messed Up’ in Holiday Meltdown“We messed up.” Southwest Airlines’ chief operating officer on Thursday is expected to face questions from lawmakers over the airline’s December meltdown, while reiterating confidence in efforts to improve its operations.
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Southwest Airlines exec offers up explanation for Christmas meltdownChief operating officer Andrew Watterson said it 'struggled to keep the operation moving' at 'key airports.'
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Senate panel probes holiday meltdown at Southwest AirlinesCongress is hearing today about the December meltdown at Southwest Airlines.
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Senate panel probes holiday meltdown at Southwest AirlinesIn prepared testimony for a Senate hearing Thursday, a top Southwest executive apologized again for the fiasco and said the airline is taking steps to avoid another breakdown, but he provided few new details about the breakdown.
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Southwest Airlines’ December meltdown came after years of tech failuresDecember’s 16,700 cancellation stretch was the worst operational breakdown in company history, but not the first.
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Why service dog Kaya’s final flight on Dallas’ Southwest Airlines went viralKaya was greeted by cheering Southwest Airlines crew members and passengers when she deboarded her flight home to Dallas on Feb. 2.
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