> but more elaboration on what they didnt get, how things really went so bad would be nice. The article addressed this, imho. 1. Software from the 90s was neg

> but more elaboration on what they didnt get, how things really went so bad would be nice. The article addressed this, imho. 1. Software from the 90s was neglected (cost center that didn’t improve roi, with roi being a focus of the new CEO from 2004). 2. The software didn’t grow with the airline or contemporary circumstances that the front line people were aware of a notified the management of multiple times to no avail. Edit: This answers your question somewhat: https://www.reddit.com/r/SouthwestAirlines/comments/zxg6op/the_history_of_swa_destruction_from_within/ https://www.reddit.com/r/SouthwestAirlines/comments/zxg6op/t... The tl;dr is that the airline had grown but the processes were still largely manual rather than automated with a small enough margin of error that a bad storm might cause the system to collapse.