Southwest exec on tech upgrades during a pandemic

Southwest Airlines had to transition to remote work just as it was in the midst of implementing one of the airline’s biggest technology upgrades, recalled Kathleen Merrill, senior vice president and chief information officer. “When COVID hit, we had to pivot immediately. We had to start working remotely,” she said. “That meant getting laptops to all of our call center employees and technology employees to make sure that they had what they needed working from home.”