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Southwest Airlines President and COO addresses delays and cancellations

If you were recently impacted by delays and cancellations of Southwest Airlines flights, President & COO Mike Van de Ven offered the following explanation with apologies.


Mike Van de Ven (Image courtesy of Southwest Airlines)

I’d like to address the operational challenges we faced recently and offer an explanation of what happened. But first, let me begin with our heartfelt apology to everyone whose travel was disrupted by these events: we are truly sorry.

The operational disruption began on Friday and was initially created by weather and air traffic constraints that stalled our Florida operations for many hours. As a result, our aircraft and Crews were not in their pre-planned positions to operate our schedule on Saturday. Unfortunately, the out-of-place aircraft and Crew resources created additional cancelations across our point-to-point network that cascaded throughout the weekend and into Monday and Tuesday. Weather and air traffic constraints were not an issue beyond Friday, but it took us several days to re-set our network after the initial challenges.

Despite widespread rumors and speculation, the weekend challenges were not a result of unusual Southwest Employee activity, and there simply is nothing in our data that indicates that particular reason. Our Employees worked heroically in the midst of these adverse conditions and many came in on off days, or flew additional trips, to help the airline recover. I offer my sincere thanks and appreciation for their tireless work and dedication to serving our Customers. 

I’m sure you are curious as to why Friday’s challenges impacted Southwest more than other airlines. For starters, flying to and from Florida is a large portion of our schedule, and disruptions to Florida quickly spread throughout our network given our point-to-point flying. In fact, approximately 40-50% of Southwest’s aircraft fly through Florida on any given day.  

Additionally, about a quarter of Southwest’s Crew assignments include at least one Florida city. One of our largest Crew Bases is at Orlando International Airport, and that airport was shut to departing and arriving air traffic for approximately seven hours on Friday—preventing the flow of aircraft and Crews into the network.

We’ve said numerous times, the pandemic is unprecedented and extremely complex—it was messy going into it, and it’s messy as we fight to emerge from it. Going forward, our number one focus is to hire more people—with a goal of hiring more than 5,000 by the end of the year and with 50% of the goal already met.  

Additionally, we continue to evaluate potential network schedule changes to mitigate operational risks as we head into the holidays. There is certainly more work to be done as we approach November, and our Teams are dedicated to doing that work to support a reliable operation. 

Again, I fully realize that any attempt at an explanation falls short of our ultimate goal of delivering you to your destination on time with our typical Southwest hospitality. You expect and deserve better Customer Service from us, and we are committed to making necessary adjustments to deliver on that expectation.

We are doing our best to proactively reach out to Customers whose travel plans were impacted to offer our apologies and invite them to give us another chance to earn their business. If Customers require assistance from Southwest, they can use one of the airline’s self-service options for convenience or Contact Us via one of the methods listed on Southwest.com.

I want to thank our People, and especially our frontline Employees, who have worked around the clock to help Customers impacted by these challenges. They are our true heroes.

Finally, I want to offer my sincere apologies once again to every Customer affected over the past week, and I humbly invite you to give us another chance to make it up to you on your next trip. 

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