Southwest Airlines is the latest victim of the airline scandal. What scandal? It’s the one where airlines continue to cause travel delays due to poorly managed IT systems. It’s the one that caused Southwest to delay 836 flights on Monday and distribute HAND written tickets to passengers because of a ‘software glitch’. Southwest isn’t alone. United Airlines grounded hundreds of flights in July and American Airlines did the same in September and April. How long will consumers have to wait before these organizations figure out that the glitches are caused by bad software quality, which creates bad service?
We’re sure that by now, you’ve seen all of the stories about last week’s computer turmoil at the New York Stock Exchange, United Airlines, the Wall Street Journal, and TD Ameritrade. And as a top-level executive you’ve probably launched an internal review, or at least asked yourself, “Could it happen here?”
The simple answer is, unfortunately, “yes, it most definitely could.”