Jun. 19--Southwest Airlines Co.''s moneymaking formula leans heavily on this number: 7.5.
That''s how many cents the Dallas-based carrier typically pays to fly one plane seat for one mile, what airline bean counters like to call a unit.
Southwest''s competitors pay 9, 10 or 11 cents or more giving the low-cost airline a crucial cost advantage that''s financed its three decades of profitability.
But Southwest is now feeling inflationary pressure that could force up its unit costs. The carrier recently has signed or extended five labor contracts that include wage increases and more benefits for its workers. A sixth labor deal this one for its flight attendants could be near.
So Southwest has turned to technology and automation to keep its costs at or just slightly below that golden 7.5-cent mark.
That number is going to creep up and they admit it because there''s a lot of pressure on it, said Ray Neidl, an airline analyst for Blaylock & Partners in New York. But they''ve been doing a really good job on managing their costs.
Spending millions on technology today will rein in costs for the long term, Southwest''s executives believe.
This is all about trying to do the task at hand more efficiently, said Gary Kelly, chief financial officer and the technician behind the cost-containment efforts.
High-tech already is paying dividends for Southwest, which gets more than half its customer revenue from its online booking site, www.southwest.com. That''s an industry benchmark.
But in other areas, such as its maintenance operations, Southwest has been decidedly low-tech. Until recently, each airplane repair created a huge paper trail, forcing mechanics and managers to manually enter loads of data into an outdated computer system and sort through reams of data.
Planes have to come in for a host of checks and inspections depending on the time each spends airborne. Trouble was, Southwest didn''t have a good handle on each plane''s scheduled maintenance. One Boeing 737 would come in for a scheduled check and be back in the hangar just a couple of weeks later for a separate check.
Ideally, both could be done in one visit to save time and money.
To make the system more efficient, Mr. Kelly and vice president Jim Wimberly, Southwest''s chief of operations, have installed computer programs that keep track of scheduled maintenance for the carrier''s 390 planes.
That''s going to turn into real money, Mr. Kelly said.
Southwest now spends $400 million to $450 million a year on its maintenance operations. The carrier estimates the computers could shave 10 percent or more from that total.
Southwest''s mechanics face other low-tech inefficiencies in the hangar. On each repair, mechanics must sort through paper files to figure out the plane''s maintenance record. New problems have to be reported on a cumbersome form.
A new system being installed by Sinex Aviation Technologies will arm the mechanics with hand-held devices that will allow them to access a plane''s history in an instant. And if something needs fixing, a mechanic will be able to tap up a repair order in seconds.
We used to lose most of an eight-hour shift when we had to write something up, said Greg Jones, a supervisor of Southwest''s heavy maintenance group, during a tour of the company''s hangars next to Dallas Love Field. Now we''ll be able to get it fixed within 30 minutes.
Sinex, based in Duluth, Minn., estimates its software and computer products can cut maintenance labor costs by 25 percent to 30 percent and reduce the amount of time a plane has to be in the hangar by about a quarter. US Airways Inc. and Air Canada Inc. have already seen such cost and time savings by using Sinex products, company spokesman Peter Miller said.
Southwest is quick to emphasize that efficiency won''t mean layoffs. The company says, in fact, that the new technology could lead to more work. That''s because Southwest currently outsources its heaviest aircraft work and expects to bring those operations back in-house as the maintenance system becomes more efficient.
We''re not looking at taking jobs away, Mr. Wimberly said.
Southwest also is using automation to change its customers'' airport experience.
When Southwest did away with its brightly colored plastic boarding passes a year ago, it was a major culture shock to employees and customers. Rather than being grouped by the color of each pass, travelers had to adjust to traditional boarding cards.
A month later, the airline introduced Rapid Check-In, its self-serve kiosks. In less than a year, the kiosks are in every Southwest market except St. Louis and are being used by about 20 percent of passengers who have e-tickets.
Customers are in for another automation jolt this fall when they will be able to get transfer boarding passes for each leg of their trip when they first check in at the self-serve kiosks. Everyone will appreciate standing in one less line, Southwest spokeswoman Beth Harbin said.
Transfer passes will be limited at Dallas Love Field, where the Wright Amendment requires passengers to buy separate tickets unless they''re flying to destinations in Texas, Louisiana, Oklahoma, New Mexico, Arkansas, Mississippi, Alabama or Kansas. A passenger flying from Dallas to Corpus Christi and connecting through Houston will be able to get a transfer pass. A traveler going from Dallas to Phoenix, with a stop on Albuquerque, N.M., won''t.
The transfer pass technology will not replace ticket agents.
We''re giving our customers options, Ms. Harbin said. If our customers want to use a machine, that''s fine. But we''re not going to say you have to do one or the other.
With more passengers checking themselves in, Southwest can provide more attention to customers who want personalized service, she added.
Southwest hasn''t calculated how much it will save from implementing electronically issued boarding passes and kiosks, Ms. Harbin said. But industry experts say the transfer passes are important as Southwest faces more competition from JetBlue Airways Corp. and other low-cost carriers.
People will stand in lines for a low fare, but when there are other low-fare carriers that don''t make them stand in a second line, they''ll use them, said Mo Garfinkle, an independent aviation consultant based in the Washington, D.C., area.
The transfer passes also may encourage more Southwest passengers to use connecting flights, Mr. Garfinkle said. The vast majority of its passengers 76 percent travel from one city to another without connecting.
This will certainly make life easier for connections, Mr. Garfinkle said.
The downside is that an increase in connecting tickets could chip away at Southwest''s profit margin, since point-to-point tickets are more profitable. But with its airplanes running at about 70 percent full, there''s still plenty of capacity to take on connecting customers, Mr. Garfinkle said.
The drive to control costs has become harder for Southwest because its growth has slowed in recent years. Before the recession that began in early 2001 and the drop in passengers related to Sept. 11, Southwest grew at a 10 percent clip or better each year.
That kind of growth allowed the carrier to spread its costs over a growing number of seats or air mile units.
Southwest is still growing while nearly all other carriers are shrinking quickly but its annual rate has been slashed to about 4 percent to 5 percent. Southwest won''t add new cities to its network this year or next.
Still, Mr. Kelly said, more technology initiatives are on the way.
We''re studying everything, he said. We''ll go after the things that make sense to us.
By Eric Torbenson and Suzanne Marta