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Bob Jordan, Southwest Airlines’ CEO, on What Went Wrong


Your unions say that for years, Southwest has been too focused on investors and hasn’t invested enough in the operation. What’s your response to that criticism?I’ve been asked a lot about whether we have antiquated technology. We spend a billion dollars a year on technology here at Southwest. And, like every company, there are always things that are brand-new, like our maintenance system, and there are always things that you’re working on.We have a really good operations improvement plan. Crew scheduling is a big part of that. If you just look back at the last year, we put, I think, eight new versions of Sky …

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