Summarizing two things from the video.
SouthWest Airlines knew their software sucked, didn’t fix it, and waited for a predictable disaster to happen, which cost them 800 million dollars. Now they’re going to try to fix the software after losing all that money instead of doing it earlier.
Airline computers often say a customer can’t reach a destination today when there actually are possible solutions that the computer system can’t suggest. High skill airline employees can make a huge difference with creative problem solving. My thought: I bet the better employees who do this are not paid appropriately to reward what they’re doing and incentivize others to do it.