The company’s troubles began with a winter storm that forced it to cancel thousands of flights leading up to Christmas. In addition to the storm, Southwest experienced technical problems with its scheduling system, which was overwhelmed by the flight cancellations and was unable to keep track of where the company’s pilots and crews were. Its troubles were exacerbated by its unique “point-to-point” route model that favors flying directly to smaller cities and regions without stopping at a major hub airport.
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