Southwest isn't the only U.S. airline experiencing delays and cancellations, but it’s by far the worst-hit — about 5,500 flights have been canceled in the last two days. Here’s where analysts say things went wrong.
Analysts say Southwest's problems are the result of a confluence of events — not just the severe weather, but staff shortages caused by the COVID-19 pandemic, as well as employees out sick with influenza and respiratory syncytial virus . Most important
For Southwest passenger Taylor McClain, 34, the saga started last Thursday, when his morning flight from Salt Lake City into Chicago Midway was canceled. He rebooked for a 3 p.m. that didn't end up departing until 9 p.m.McClain's return to Utah has been even more harrowing. He was scheduled to leave Chicago late Monday. It was canceled. Now, the soonest he's been able to reschedule is for Thursday night.
"And our heartfelt apologies for this are just beginning," Southwest said."We recognize falling short and sincerely apologize." Another key factor is Southwest's heavily reliance on shorter, point-to-point flights, rather than a"hub and spoke" model of many of its largest competitors. In fair weather, it's a system that has worked well for them. But in inclement weather, it can cause problems, says Kathleen Bangs, a former commercial airline pilot and spokesperson forDelta's big hub, for example, is Atlanta, while United filters many of its flights through Chicago.
One of those passengers, Skyler Lenz, lives with his wife and two young children in Denver. The family was visiting New York City, where they were celebrating together — a wedding anniversary and his daughter's birthday.
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