Southwest was criticized for its antiquated systems that failed and stranded thousands of passengers across America in late December.
Southwest Airlines’ top execs did apologize for the airline’s performance in December and did so before a special hearing in Congress earlier this year. At the time SWA initially blamed the weather before admitting its computers were inadequate.
“As our preferred cloud provider, AWS will offer solutions that are critical in our drive to modernize our operation, equip our employees with the tools they need to serve our customers, and improve our reliability,” Woods said. “With the help of AWS’s leading cloud technology and expertise, we will launch improved digital solutions, responsive customer support, and streamlined operations as we deliver on our digital transformation initiatives.
“We were used to building our own special capabilities and apps to meet our unique needs, although SWA was leading the market with our own time perf and customer satisfaction we also had critical apps that were increasingly inflexible and could not change to meet our customer’s needs,” Woods said. During the December meltdown, SWA tech could not manage its own flight crews. Southwest does have a significant presence in the market for Western Washington — so any improvements would impact passengers who fly from SEA.
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