Complexity of increasing knowledge flows: the 2022 Southwest Airlines Scheduling Crisis

Abstract

The 2022 Southwest Airlines Scheduling Crisis, resulting in approximately 15 000 flight cancellations, demonstrates the challenges of structuring infrastructure systems and their knowledge-making processes for increasingly disruptive conditions. While the point-to-point configuration was the focus of immediate assessments of the failure, it became rapidly evident that the crew-assignment software was unable to operate effectively due to the scale of disruption. The airline failed to recognize environmental shifts associated with internal and external complexity, leaving operations vulnerable to a known potential risk: computer and telecommunications failures due to an extreme weather event resulting in knowledge systems failures. The cascading failures of the crisis emphasize the necessity to invest in adaptive capacity prior to catastrophic events and provide a lesson to other infrastructure managers pursuing resilience in the face of increasingly uncertain environments.