People

One Team. All Heart. One Res.

May 9, 2017 marked the achievement of the biggest technology initiative in Southwest’s history. However, most Customers didn’t even notice this historic milestone, and that’s exactly the way we planned it! Years of preparation, training, and hard work came together to enable a virtually seamless transition to Southwest’s next-generation reservation system, the Amadeus Altéa Passenger Service System. This effort was affectionately coined “One Res” by our Employees—a nod to our transition from three reservation systems to one.

Time for an Upgrade
Southwest’s legacy reservation system had been in place since 1986. When we acquired AirTran in 2011, a second reservation system joined the family. Then in 2014, we implemented a third reservation system, Amadeus’ Altéa, to support our new international service. This meant that our Frontline Employees had the difficult task of maintaining our famous Hospitality while toggling between three separate reservation systems.

While our legacy reservation systems served us well for many years, we needed a new, single platform that would allow us to grow based on Customer needs and offer a smoother experience for our Frontline Employees. In a true demonstration of Warrior Spirit, our entire Company embarked on the journey to deploy a single reservation system, making One Res a reality.

A Team Effort
Implementing the new reservation system was an enormous undertaking. When the new reservation system launched, Southwest’s Teamwork and Warrior Spirit was evident, keeping us true to our “One Team. All Heart” mantra.

  • More than 1,500 Employees from almost every department supported the behind-the-scenes work that led to more than 20,000 Employees being trained for readiness, including non-system training to help foster an understanding of what Altéa would bring to Southwest. Training consisted of classroom instruction, computer-based training, and online simulations.
  • More than 800 Frontline Employees also volunteered to take part in our Change Network, a peer-to-peer advocacy group that met monthly to review, discuss, and advocate for upcoming changes.
  • More than 1,000 airport Employees from across our network volunteered and were specially trained at our Headquarters in Dallas to provide on-the-ground support for Fellow Employees during the monumental transition to the new reservation system. Close to 700 Employees fanned out to assist fellow Cohearts at airports, with a ratio of approximately one support Employee for every 10 airport Employees.
  • Almost 1,000 subject matter experts and Technology Department Employees staffed a 24/7 command center in shifts of up to 100 at a time to troubleshoot system issues, answer questions, and ensure that the new reservation system launched smoothly.

 

 

When the system finally launched, Employees saw their hard work pay off, and the feeling was electric. Business continued with Altéa just as we’d planned, and our Employees celebrated the launch with selfies, posters, cakes, toasts, and kudos to their well-prepared Teammates.

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