Analysis: Southwest Airlines’ ‘Flightmare’ Foreseen, but Company Bosses Ignored Staff Warnings

Pilots association report blames mass cancellations on lack of investment in computer systems, management inaction

Stranded travellers search for their luggage at the Southwest Airlines baggage claim at Midway Airport, in Chicago, Illinois, on Dec. 27, 2022. Jim Vondruska/Getty Images

Southwest Airlines is accustomed to soaring above its competitors.

For many of its 51 years in operation, the Dallas-based airline has earned superior ratings for customer satisfaction, on-time flights, and accurate baggage handling—all delivered with a fun-loving attitude.