I'll bet it's just another excuse. The situation was probably so bad that the only solutions SkySolver could offer were beyond their capacity. There were probab

I'll bet it's just another excuse. The situation was probably so bad that the only solutions SkySolver could offer were beyond their capacity. There were probably partial solutions that were possible, but they rolled the dice on being able to resolve it by overworking people. They decided to double down instead of paying a whole lot of vouchers and refunds they'd rather not have to. Is it the software's fault the bet didn't pay out? As the problem snowballs and becomes more intractable, you get too far off the script and reach a point of no return. I know nothing about the SkySolver or leadership at Southwest, but that seems like a very likely scenario based on what I've seen of what corporate types expect from software and rank-and-file employees.