Flight Bookings Surge As China Relaxes Travel Restrictions

Last week, thousands of Americans lived out a real-life version of Planes, Trains and Automobiles, the 1987 comedy that saw Steve Martin and John Candy trying to combat flight delays and cancellations and make it home in time for Thanksgiving dinner.

Unfortunately, many travelers didn’t experience the Hollywood ending they may have hoped for, with some families stranded in airports and others separated from their luggage.

The overwhelming majority of the delays and cancellations were the result of Southwest Airlines’ unique flight network. Unlike the other major carriers, which use a “hub-and-spoke” model that forces planes and crew to regroup at select hub airports, Southwest uses a “point-to-point” model.

In many cases, point-to-point lets passengers fly direct without the need to change planes. This is one of the many reasons why customers enjoy flying Southwest, myself included.

The problem with this model is that when extreme weather triggers delays and cancellations, as it did last week, planes, pilots and other crew members can find themselves scattered across the country. It becomes increasingly difficult for Southwest to marshal its troops, as it were, and the snowball grows in size.

Lawmakers and regulators have promised to investigate Southwest’s actions, and I think it’s safe to say we’ll see changes to Southwest’s scheduling system. That’s not necessarily a bad thing, especially if it helps improve the carrier’s already stellar customer service. Back in May, Southwest ranked first in customer satisfaction in the basic economy segment, according to J.D. Power.