and experiences fell short of your expectations of us. we are continuing to work to make this up to you and you will hear more about that soon. but for now, we are focused on reliability and level of customer experience of what we expect of ourselves and what you expect from us. >> the chaos was predictable. there had been repeated technology fall-out and despite warnings, southwest did not upgrade. the staff that fell off the grid that slept at airport lounges at christmas is the same group of people executives are dedepending onto get southwest back on schedule. the ranking file is ruined. >> you are seeing a lot of adversity because things need to change and it needs to be a change in the balance of power. we need to make sure that southwest airlines executives keep this the company that we all came to work for and the