Our Purpose has always been to connect you to what’s important in your life. We fell short on that Purpose this past December when extreme weather and an unprecedented number of flight cancellations overwhelmed our ability to recover and serve you properly.
Following these events, we conducted a thorough internal review, working with our Board of Directors, and engaged respected aviation consultancy Oliver Wyman, for a third-party assessment. From that work, we have identified key root causes of the event and developed a conclusive action plan to address them.
Reinforcing airport infrastructure, increasing the availability of winter equipment, and bolstering our overall preparedness for extreme winter conditionsLearn more ›
Investing in technology and tools that will improve our recovery during irregular operationsLearn more ›
Enhancing the way our Teams work and communicate together to streamline decision-makingLearn more ›
Root cause: We had insufficient winter infrastructure and equipment in key airport locations to adequately react to a winter storm of Elliott’s epic scale, velocity, and duration, and we faced staffing challenges from the need to rotate Employees outside in bitter winter weather. These issues hindered our ability to keep our Flight Crew networks flowing from key crew bases.
Action plan: We are reinforcing our airport infrastructure, increasing available equipment, and bolstering overall winter preparedness at key airports where there is potential for severe winter weather in order to help our Employees function more effectively in severe weather.
Root cause: The pace and volume of close-in cancellations forced our aircraft and Crew Scheduling Teams to rely on time-consuming manual processes that could not keep pace with the volume of individual scheduling issues.
Action plan: We are reprioritizing our timeline for upgrading tools and technology that will help us recover our operation faster during extreme weather.
Root cause: Compartmentalized communications and gaps in our processes between important operational workgroups resulted in bottlenecks.
Action plan: We are enhancing collaboration across Teams and improving the tools and procedures to streamline communication and decision-making.
In addition to our action plan, we’re continuing to invest in your Customer Experience. Some of our new initiatives include increasing self-service options, bag tracking, and implementing more real-time day-of-travel communications.Learn more ›