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https://www.wsj.com/articles/southwest-meltdown-shows-airlines-need-tighter-software-integration-11672687980


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 * CIO Journal


SOUTHWEST MELTDOWN SHOWS AIRLINES NEED TIGHTER SOFTWARE INTEGRATION


THE AIRLINE INDUSTRY IS LONG OVERDUE FOR A TECH OVERHAUL THAT TAKES FULL
ADVANTAGE OF THE CLOUD AND DATA INTEGRATION, ANALYSTS SAY

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AT MIDWAY INTERNATIONAL AIRPORT IN CHICAGO LAST WEEK, A TRAVELER SEARCHED FOR
HER LUGGAGE AMONG HUNDREDS OF BAGS SEPARATED FROM THEIR OWNERS DURING THE
SOUTHWEST AIRLINES MELTDOWN.

Photo: E. Jason Wambsgans/Zuma Press
By
Belle Lin
Updated Jan. 3, 2023 2:01 pm ET

Print

Text


The Southwest Airlines Co. meltdown that stranded thousands of passengers during
one of the busiest travel weeks of the year exposed a major industry
shortcoming: crew-scheduling technology that was largely built for a bygone era
and is due for a major overhaul.

Southwest relies on crew-assignment software called SkySolver, an off-the-shelf
application that it has customized and updated, but that is nearing the end of
its life, according to the airline. The program was developed decades ago and is
now owned by General Electric Co.

During the winter storm, amid a huge volume of changes to crew schedules to work
through, SkySolver couldn’t handle the task of matching crew members and which
flights they should work, executives of the Dallas-based carrier said. 

Southwest’s software wasn’t designed to solve problems of that scale, Chief
Operating Officer Andrew Watterson said Thursday, forcing the airline to revert
to manual scheduling. Unlike some large rivals with hub-and-spoke networks,
Southwest planes hopscotch from city to city, which may have been another
complicating factor.

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Multiple systems are involved in crew scheduling, according to a spokesman for
GE Aerospace. The company said its software isn’t an end-to-end solution.
Rather, it’s a so-called backend algorithm that airlines can supplement with
other software. The algorithm gathers input from other systems to provide
recommendations to resolve crew-related disruptions, according to GE Aerospace.



Many carriers still rely on homegrown solutions, which largely were built on
legacy mainframe computers, analysts say.

Analysts and industry insiders say the airline industry is overdue for a massive
technology overhaul that would take advantage of highly scalable cloud
technologies and fully connect disparate sources of real-time data to better
coordinate crews with aircraft. The airline sector has been among the slowest to
adopt cloud-based and analytics technologies that could help solve complicated
transportation network problems, those analysts say.

Airline operations software historically has lagged behind other technologies
because, in part, a small number of providers build dedicated systems that can
handle the scale of a major airline like Southwest, said Tim Crawford, a CIO
strategic adviser at enterprise IT advisory firm AVOA. 

The global airline IT market generated $21.2 billion in revenue in 2019, market
research firm Frost & Sullivan said, and leaders include Amadeus IT Group SA,
International Business Machines Corp. , and Sabre Corp. , formed in 1960 through
a joint initiative between American Airlines Group Inc. and IBM.

Partnerships with cloud providers like Alphabet Inc.’s Google Cloud and
Amazon.com Inc.’s Amazon Web Services also are expected to help airlines and
solutions providers improve their technologies, Frost & Sullivan said. They are
part of the technology-partner ecosystem, which could help them become future
direct competitors to airline-software companies, according to Frost & Sullivan.

Dr. Edward Rothberg, chief scientist of Gurobi Optimization LLC, a startup that
develops mathematical optimization software used by carriers including Air
France-KLM, said Southwest’s hopscotched “point-to-point” model—rather than the
hub-and-spoke model—greatly increases the difficulty of the problem, requiring
more computational power than its current systems are likely able to handle.

Much of the complexity behind airline-operations technology stems from the many
real-time data points and constraints a single system must take into account,
including federal regulations, weather, crew status and location, and aircraft
maintenance and routing, said Jahan Alamzad, an airline analyst at consulting
firm CA Advisors.

Mr. Alamzad said the most serious IT challenge airlines face stems from the
applications developed in silos by vendors or the airlines themselves. When
carriers upgrade to newer analytics software to improve the routing of their
aircraft, for example, those systems aren’t connected with software they use to
manage the crew who work those flights. 

While that lack of connection isn’t usually a problem in airlines’ day-to-day
operations, it can become disastrous during severe disruptions like the holiday
storm, Mr. Alamzad said.

In Southwest’s case, SkySolver works well during more typical disruptions, but
didn’t during the “extreme circumstances” of the past week’s storm, Lauren
Woods, the airline’s vice president of technology platforms and incoming chief
information officer, said Thursday.

Southwest Chief Executive Officer Bob Jordan said that while the carrier has
good systems in some areas, those systems still need “better intelligence to
talk to each other.” For instance, he said “The Baker,” an optimization system
developed by Southwest to automate disruption recovery and select flights to
cancel, needs “better visibility” into its crew-scheduling systems.

Airlines generally have done a better job of maintenance and repair operations,
but are much further behind in “the human aspect” of matching up crews,
equipment, and passengers, said R “Ray” Wang, founder and principal analyst at
IT consulting firm Constellation Research Inc.

Updating technology systems is particularly challenging for air carriers because
of the business and operations risk of taking down a system, which can include
grounded planes or stranded passengers, Mr. Crawford said.

Southwest recently completed an upgrade of its new reservation system and had
been working through multiyear upgrades to systems used in its operations. But
it had focused on maintenance and ground operations ahead of crew scheduling,
said Southwest’s Mr. Watterson. “At the time that seemed like a proper
sequence,” he said. 

Other carriers have given priority to upgrading customer-facing reservations
platforms and flier loyalty programs over operations systems, Mr. Alamzad said.

Mr. Jordan said Southwest’s meltdown may push forward some of its operations
modernization. “I cannot imagine that this doesn’t drive changes to the plan,”
he said. “It’s the pace, maybe the level of spending. There may be a change in
order of priority.”

—Alison Sider contributed to this article.


THE SOUTHWEST MELTDOWN

The latest news on the airline's holiday cancellation and luggage fiasco

Airline Shows Progress in Push to Restore Flights
Can Southwest Buy Back Customers' Love?
Southwest Promises to Reimburse Customers
How Southwest Airlines Melted Down

Copyright ©2022 Dow Jones & Company, Inc. All Rights Reserved.
87990cbe856818d5eddac44c7b1cdeb8



Appeared in the January 3, 2023, print edition as 'Southwest Snafu Shows
Airlines Need a Major Technology Update.'






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