On pages 608-9 of your text, the Global Company Profile for Ch. 15 features Alaska Airlines and is titled “Scheduling Flights When Weather is the Enemy.” The case study in the Linear Programming chapter (Module B) discusses how LP software drives staff and plane scheduling in that industry.
Southwest Airlines software is an aging in-house system called SkySolver, which as The Wall Street Journal (Dec 29, 2022) writes: “This Christmas, SkySolver not only didn’t solve much, it also helped create the worst industry meltdown in recent memory.” SkySolver was overwhelmed by the scale of the task of sorting out which pilots and flight attendants could work which flights. Crew schedulers instead had to comb through records by hand.
Even as SkySolver tried to solve one set of problems, new ones would emerge. Crews and planes were out of place. Phone lines jammed up, and Southwest staffers trying to get assignments couldn’t get through to the scheduling department. The airline was scrambling just to figure out where its crew members were located.
Southwest canceled more than 13,000 flights between Dec. 22 -27, while stranding passengers and bags across the country. This isn’t the first time that a disruption has ballooned at Southwest, and the carrier’s struggle shows how its increasingly complicated network needs a better technology foundation.
Pilots for years complained that SkySolver often spits out fixes that don’t make much sense, sending crews on circuitous journeys around the country as passengers to meet flights, a practice known as “deadheading.”
By Dec. 26, Southwest realized it needed a full reboot. In an effort to get pilots, flight attendants and planes into position, the airline took draconian measures. It canceled two-thirds of its planned flights for multiple days, and locked up seat inventory on its website so customers couldn’t buy tickets for a flight that might ultimately be canceled.
Unlike many rival airlines, Southwest’s planes generally hop from one city to another, rather than orbiting a major hub. That approach lets Southwest maximize use of its planes and crew, but the daisy chain structure also makes its network more delicate—problems in one corner of the country can be difficult to contain.
Classroom discussion questions:
- Why did the scheduling software fail?
- What options do operations managers have at this point?