Andrew Watterson on accountability
From Southwest Airlines COO: "We messed up." · · CSPAN
“Let me be clear: we messed up and I would like to explain to you how we messed up.”
On , Andrew Watterson, Chief Operating Officer at Southwest Airlines Co, spoke about accountability during Southwest Airlines COO: "We messed up." on CSPAN.
About Andrew Watterson
Andrew Watterson, Chief Operating Officer of Southwest Airlines, testified before the Senate Commerce Committee on February 9, 2023, regarding the company's operational disruption during the last week of December 2022. Watterson apologized for the disruption, stating, "we messed up," and attributed the crisis to insufficient winter operations resiliency, including de-icing procedures and cold-resistant ground equipment, as well as high cancellation rates in Denver and Chicago that displaced crews. He described the event as a "crew event" unique to Southwest, caused by overwhelmed crew scheduling processes and technology, which had been upgraded earlier in the year. Watterson outlined steps Southwest has taken to address the issues, including enhancements to crew scheduling software, a strengthened early indicators dashboard, supplemental operational staffing, and organizational changes to improve coordination. He noted that the company is conducting internal reviews, board engagement, and a third-party assessment to reassess plans and invest in improvements. Watterson also detailed customer relief efforts, such as allowing rebooking at no cost, processing reimbursement requests for out-of-pocket expenses, and providing 25,000 Rapid Rewards points to significantly impacted customers. He emphasized the company's focus on reducing the risk of future disruptions and repairing trust.