While Southwest was known for delivering best-in-class hospitality on their airplanes, they brought in EPAM Continuum to help improve the in-airport customer experience, so travelers could get to their destination confidently while spending less time worrying about the journey.
We began by talking with customers, frontline employees, and Southwest’s operations teams to understand the broader context and the operational constraints. Based on these conversations, we identified three challenges that needed to be solved:
- Lack of Clear & Accurate Information
- Excessive Gate Crowding
- Need for More Meaningful Customer Service
