We know the last two days certainly have been challenging for you. Murphy’s law was an unwelcome Passenger yesterday when we had two, separate situations that affected our operations and web site accessibility. Through it all, our Employees did their very best to serve you, but we understand that many of you have had frustrating moments.
Our first issue came yesterday morning when we flipped the switch for our All-New Rapid Rewards program. Throughout the day, southwest.com had intermittent issues regarding functionality and accessibility. We had a Command Center in place and our folks were ready to immediately spring into action to address and fix the “bugs” as they were discovered. Their work continued all day and through the night, and they were able to implement some fixes that have helped get us back up and running online today.
As Murphy and his law would have it, in a completely unrelated event yesterday evening, our primary telecommunications provider experienced an outage that affected the network connectivity at some of our airports and call centers nationwide. This resulted in long lines of Customers at many airports. Immediately, an emergency command center effort was mounted to find a solution to get the connectivity repaired. The safety and security of our flights, Customers, and Employees remained our focus as we worked to minimize the impact to our Customers and our operation. The outage affected our operation for approximately 2.5 hours.
We are deeply sorry for the inconvenience and frustration you experienced the last two days. To our fans, followers, and Customers, we know you expect great Customer Service, and that’s our expectation too. Yesterday wasn’t our best day, but today is looking better. We hope to see you on a Southwest flight soon.