Cov neeg taug kev ntawm Baltimore Washington International tshav dav hlau cuam tshuam nrog kev cuam tshuam ntawm Southwest Airlines tshem tawm ntau dua 12,000 lub davhlau nyob ib puag ncig Christmas hnub so so thoob plaws tebchaws thiab hauv Baltimore, Maryland, Kaum Ob Hlis 27, 2022.
Michael McCoy | Reuters
Southwest CEO Bob Jordan cov lus, tom qab hnub so meltdown derailed cov phiaj xwm mus txawv tebchaws ntawm lab, yog qhov tseeb: “Kuv tsis tuaj yeem hais nws txaus. Peb messed. "
Jordan lub hom phiaj tam sim no, nws tau hais rau CNBC hauv kev xam phaj, ua kom muaj kev kub ntxhov zoo sib xws yuav tsis tshwm sim dua. Lub dav hlau tau ntiav cov kws pab tswv yim Oliver Wyman los tshuaj xyuas nws cov txheej txheem, xam phaj cov neeg ua haujlwm thiab cov tswv cuab hauv lub koomhaum, nteg tawm qhov tsis raug, thiab txiav txim siab yuav ua li cas zam nws yav tom ntej. Lub dav hlau uas muaj nqi qis ua haujlwm nrog General Electric txhawm rau txhim kho lub peev xwm ntawm software uas pab Southwest ua haujlwm tawm cov neeg ua haujlwm rov ua haujlwm. Thiab lub dav hlau lub rooj tsav xwm tau tsim ib pawg neeg saib xyuas kev ua haujlwm los pab cov thawj coj ua haujlwm los ntawm cov xwm txheej zoo li no.
Qhov kev tshwm sim tau ua rau muaj kev ntxhov siab rau ntau tus neeg taug kev siv rau Southwest cov neeg siv khoom pabcuam, uas suav nrog cov cai xws li cov hnab kuaj dawb, qhov tsis tshua muaj rau kev mus ncig hauv tebchaws Meskas. Tus tsim cai lij choj thiab Thauj Tus Tuav Haujlwm Pete Buttigieg tau hais tias lawv xav tau saib ntxiv rau hauv kev cuam tshuam.
Lub Tsev Haujlwm Saib Xyuas Kev Thauj Mus Los yog nyob rau theem pib ntawm kev tshawb nrhiav rau lub dav hlau hnub so kev kub ntxhov thiab tseem tab tom "kev tshuaj xyuas seb Southwest cov thawj coj koom nrog kev teem caij tsis muaj tseeb ntawm kev ya davhlau uas raws li tsoomfwv txoj cai lij choj suav tias yog kev coj tsis ncaj thiab dag," tus cev lus tau hais rau hnub Wednesday.
Tsawg dua ib xyoos mus rau hauv lub dav hlau txoj hauj lwm saum toj kawg nkaus, tom qab ntawm kev mus ncig chaos nws tsis tau pom nyob rau hauv nws ntau tshaj peb caug xyoo ntawm Southwest, Jordan yog tam sim no ua hauj lwm nrog ua tej yam zoo nrog cov neeg caij tsheb thiab neeg ua hauj lwm.
"Peb tau txais kev xav zoo tawm ntawm lub txhab nyiaj. Peb paub qhov ntawd, "Jordan hais rau CNBC. "Peb muaj haujlwm ua los kho kev ntseeg siab, tab sis peb cov neeg siv khoom muaj siab ntseeg thiab peb pom qhov kev ntseeg siab."
Southwest tau hais tias nws tau them tus nqi them rau cov neeg caij dav hlau thiab $ 45 lab hauv "kev them nyiaj ua tsaug" rau cov neeg tsav dav hlau vim qhov kev poob qis. Ob pab pawg tau ceeb toom txog kev siv thev naus laus zis tsis txaus thiab teem caij rau xyoo.
Tus neeg nqa khoom kuj tau muab 25,000 Rapid Rewards cov ntsiab lus txhua, uas lub tuam txhab kwv yees kwv yees li ntawm $ 300 tus nqi, rau kwv yees li 2 lab tus tib neeg uas tau caij dav hlau hla lub caij so tsis txaus ntseeg, Jordan tau hais.
Nws tau hais tias kev muag khoom tsis ntev los no tau ua tiav thiab ntau tus neeg siv khoom tau txhiv cov ntsiab lus dav dav dav dav rau Southwest flights.
Southwest tau hais tias kev chaos yuav zoo li txhais tau tias ntaus ntawm $ 725 lab thiab $ 825 lab rau nws cov txiaj ntsig ua ntej thiab qhov tsawg poob peb lub hlis twg. Cov thawj coj yuav ntsib cov lus nug los ntawm cov kws tshuaj ntsuam thiab cov neeg sau xov xwm thaum tus neeg nqa khoom tau tshaj tawm cov txiaj ntsig, tau teem sijhawm rau hnub Thursday sawv ntxov.
Tus poj niam Southwest tau hais rau CNBC rau hnub Wednesday tias lub dav hlau tau npaj rov pib dua. nyiaj faib peb lub hlis twg yuav mus ntxiv raws li tau npaj tseg rau Lub Ib Hlis 31
Cascading tshem tawm
Southwest tau hais tias nws tau tso tseg txog 16,700 lub davhlau thaum Lub Kaum Ob Hlis 21 txog Lub Kaum Ob Hlis 31, ib qho kev nce siab uas o tom qab nws ua tsis tiav. rov qab los ntawm huab cua txias heev uas cuam tshuam kev mus ncig thoob tebchaws, ruaj khov hnub tom qab. Cov thawj coj hauv dav hlau tau xav tias nws yuav yog lub sijhawm mus ncig ua si coob tshaj plaws txij li thaum cov Covid-19 txog kev mob kis thoob qhov txhia chaw pib.
Hydraulic kua ua tuab tuab nyob rau hauv qhov txias txias uas dav hlau txuas tsis tuaj yeem txav mus. Daus thiab cua siab tau ncua kev ua haujlwm ntawm tshav dav hlau thoob plaws tebchaws. Lub dav hlau cav iced dhau.
Feem ntau cov dav hlau tau rov zoo los ntawm huab cua tsis zoo los ntawm Hnub Christmas, tab sis Southwest cov teeb meem hnyav zuj zus thaum cov neeg ua haujlwm yuav tsum tau hu mus rau cov haujlwm tshiab lossis chav tsev so, ua rau thaub qab.
Cov neeg tsav nkoj lub dav hlau thiab cov neeg ua haujlwm tau raug tso tawm ntawm qhov chaw thiab ntawm kev hlub tshua ntawm cov neeg ua haujlwm teem caij ua haujlwm uas tau tsim los daws kev cuam tshuam kev ya davhlau tam sim no lossis yav tom ntej, tsis yog kev hloov pauv ntawm lub davhlau yav dhau los.
Jordan tau hais tias "Peb xav tau cov lus teb loj dua los rov pib dua lub network," Jordan tau hais. "Qhov ntawd yog qhov pib rub lub sijhawm."
Southwest ya mus nyob ib ncig ntawm ib feem peb ntawm nws lub sijhawm teem tseg rau ob peb hnub tom qab Christmas kom tau txais cov neeg ua haujlwm thiab dav hlau qhov chaw lawv xav tau mus.
"GE Cov cuab yeej Digital uas tau koom ua ke rau hauv Southwest cov tshuab ua tau raws li tsim los ntawm thoob plaws qhov kev tshwm sim, thiab peb tab tom ua haujlwm nrog lawv los txhais cov haujlwm tshiab thaum lawv txhim kho lawv cov neeg ua haujlwm rov teem sijhawm," GE tus kws tshaj lij tau hais rau hnub Tuesday.
Tseem, teem caij chaos tom qab huab cua phem tsis yog tshiab rau kev lag luam dav hlau. JetBlueLub meltdown thaum Lub Ob Hlis 2007 tus nqi CEO David Neeleman, JetBlue tus tsim, nws txoj haujlwm. (Nws pib txij li thaum pib ib tus cab kuj tshiab Hauv Teb Chaws Asmeskas, hu ua Breeze Airways.)
Southwest nws tus kheej muaj qhov me me ntawm kev cuam tshuam ntawm lub davhlau thaum Lub Kaum Hli 2021 uas raug nqi ib ncig $ 75 lab. Lub hli dhau los, Ntsuj Plig Airlines coj a $50 lab ntaus los ntawm kev cuam tshuam loj.
"Txhua lub dav hlau muaj qhov poob, thiab los ntawm qhov ntawd lawv nce nrog kev xav tshiab," Samuel Engel, tus lwm thawj coj loj ntawm lub tuam txhab sab laj ICF tau hais. "Lub dav hlau mus txog qee qhov ntawm qhov nyuaj thiab muaj kev cuam tshuam ntawm qhov ntsuas uas nws ua rau lawv nkag mus tob rau hauv."
Ob tus Ntsuj Plig thiab Sab Qab Teb Sab Hnub Tuaj ua haujlwm hu ua point-to-point networks uas tsis tso siab rau hubs, zoo li cov dav hlau loj dua, thiab hloov pauv dav hlau hopscotching thoob plaws lub tebchaws. Tus qauv feem ntau ua haujlwm thiab pab txo tus nqi, tab sis nws tuaj yeem cuam tshuam kev cuam tshuam thaum muaj xwm txheej hnyav.
Jordan tiv thaiv tus qauv thiab hais tias lub network feem ntau yooj yim dua rov qab los vim tias cov neeg taug kev tsis tas yuav cia siab rau kev sib txuas kom tau mus rau lawv qhov chaw.
"Qhov teeb meem ntawm no tsis yog lub network, qhov teeb meem yog muaj pes tsawg qhov chaw tau tsoo nrog huab cua thiab pes tsawg qhov kev tshem tawm uas tau tsav, feem ntau tsis tu ncua," nws hais.
Kev hloov kho
Sab hnub poob, United, Delta thiab American tswj ntau tshaj peb lub hlis twg ntawm Asmeskas kev lag luam.
Nws tau hais tias "Cov neeg siv khoom tsuas yog xaiv lawv lub davhlau raws li tus nqi thiab sijhawm," nws hais. "Raws li lawv tab tom taug kev cuam tshuam lawv yuav hais tias 'tsis muaj dua' - thiab tom qab ntawd lawv ua."
Mark Ahasic, tus kws pab tswv yim dav hlau uas ua haujlwm nrog JetBlue thaum lub sijhawm xyoo 2007 meltdown, hais tias lub dav hlau lub koob npe nrov "tau raug ntaus, tab sis nws tsis ua rau lub hom phiaj puas tsuaj."
Southwest yuav tsum daws cov teeb meem uas ua rau muaj teeb meem rau hnub so thiab hloov kho nrog cov neeg siv khoom, tab sis ntau tus neeg taug kev - tshwj xeeb yog cov nyob hauv tshav dav hlau uas Southwest muaj qhov chaw ruaj khov - feem ntau muaj ob peb lub dav hlau xaiv, Ahasic tau hais.
Southwest tau ua tiav yuav luag tiav cov neeg siv khoom rov qab los thiab tab tom ua haujlwm los ntawm txoj haujlwm nyuaj ntawm kev them nyiaj rov qab, uas Jordan tau hais tias suav nrog txhua yam ntawm pluas noj rau tus dev zaum. Qee cov neeg taug kev uas tau tawm mus them nqi siab rau cov rooj zaum tsawg ntawm lwm lub dav hlau tseem tos lawv cov nyiaj rov qab.
Codi Smith, tus kws kos duab hnub nyoog 28 xyoo uas nyob hauv Los Angeles, tau them $ 578.60 rau lub davhlau Delta rov qab mus rau LA los ntawm nws niam lub tsev hauv St. Louis tom qab Southwest tau tso tseg ib feem ntawm nws rov qab los tom qab Christmas. Southwest muab Smith rau lwm lub davhlau rau Xyoo Tshiab Eve, tab sis Smith hais tias nws muaj ntau yam sclerosis thiab xav tau rov qab mus rau Los Angeles sai dua kom tau txais nws cov tshuaj.
Smith tau hais tias "Kuv tsuas yog tsis paub tias yuav muaj dab tsi tshwm sim," Smith hais.
Southwest tau nyiaj rov qab Smith rau ib feem ntawm nws qhov kev mus ncig ntawm nws lub dav hlau, tab sis txij li lub lim tiam dhau los tsis tau them rov qab rau nws qhov nws tau siv hauv Delta davhlau. Nws hais tias Southwest xa nws plaub daim coupons haus dej haus.
"Vim li cas kuv thiaj siv daim pib haus dej thaum koj tshuav kuv $600?" nws hais. "Kuv tsuas yog xav tau cov nyiaj no rov qab los."
Cameron Brainard, tus kws tshaj lij suab paj nruag thiab lub suab nkauj hauv lub tebchaws, hais tias nws tau them ntau dua $ 1,000 kom rov qab mus rau New York los ntawm Nashville, Tennessee, suav nrog lub tsheb xauj los ntawm Louisville, Kentucky. Southwest muab nws $ 540.02, sau tseg hauv email thaum Lub Ib Hlis 19, uas Brainard tau qhia rau CNBC, tias nws tseem tsis tau thov cov nyiaj rov qab.
"Nco ntsoov thov cov nyiaj no ua ntej nws tas sij hawm" thaum Lub Xya Hli, email nyeem. "Qhov kev them nyiaj no yog tag nrho thiab qhov kawg ntawm koj qhov kev thov nrog Southwest Airlines."
Brainard tau hais tias nws ya mus rau Southwest ntau zaus thiab tsis npaj yuav tawm ntawm lub dav hlau tom qab nws tshem tawm, txawm hais tias nws yuav "thov thib ob" nyob ntawm seb nws cov nyiaj rov qab tau npaum li cas.
"Kuv vam tias nws yuav ua rau lawv lub dav hlau zoo dua," nws hais.
Tau qhov twg los: https://www.cnbc.com/2023/01/25/southwest-airlines-tries-to-improve-its-system-after-holiday-meltdown.html