An overwhelmed internal management system
In addition to its complicated model for assigning flights, Southwest Airlines also suffers from an antiquated internal system used for managing and staffing those trips, company officials, union leaders and experts said.
"They've had IT-related issues in terms of tracking their crews and scheduling," said Feinstein, formerly of American Airlines. "Issues with what they use to monitor aircraft locations, crew, flight attendants, all of the above."
Casey Murray, the president of the Southwest Airlines Pilots Association, said in a statement on Tuesday that the technology used internally to oversee staffing and scheduling has faced difficulties stretching back at least a decade.
"We all know that the company has had its head buried in the sand when it comes to its operational processes and IT," Murray said. "We aren't undermanned. We're undermanaged."
Southwest Airlines CEO Bob Jordan affirmed such concerns in a message to employees, according to a memo obtained by
CNN.
"Part of what we're suffering is a lack of tools," Jordan said. "We've talked an awful lot about modernizing the operation, and the need to do that."