Southwest Airlines Automates Endpoint Management: How AI and DEX Tools Keep Operations Flying Smoothly

As Southwest Airlines increasingly relies on digital tools for frontline operations, the carrier has turned to artificial intelligence and automation to keep its extensive fleet of employee devices running without interruption. By deploying digital employee experience (DEX) software from Nexthink, the airline’s IT team now proactively monitors and resolves endpoint issues before they impact employees or passengers. This shift from reactive troubleshooting to strategic, preventive management has changed how Southwest supports its 72,000 staff—two-thirds of whom work on the front lines—and helps maintain tight aircraft turnaround times. Below, we explore how the airline is putting endpoint operations on autopilot.

Why did Southwest Airlines decide to automate endpoint management?

Southwest Airlines operates a massive fleet of end-user devices—roughly 50,000 smartphones and tablets, 20,000 laptops, and 15,000 PCs—all critical to daily operations. Any glitch on a device used by a gate agent, pilot, or maintenance worker can quickly ripple out to passengers, delaying boarding or causing frustration. The airline’s head of end user computing, Derek Whisenhunt, noted that hardware or software failures during the brief turn-around times for its 800 Boeing 737 aircraft are especially costly. To avoid these disruptions, Southwest needed a system that could catch and fix problems automatically, rather than waiting for employees to report them. This drove the decision to adopt DEX software and build dedicated teams focused on proactive monitoring and automated remediation.

What is digital employee experience (DEX) software and how does Southwest use it?

Digital employee experience (DEX) software monitors the performance and reliability of workplace technology—including devices, applications, and IT support interactions. Southwest deployed Nexthink’s DEX platform several years ago to oversee its fleet of employee devices. Over time, the airline has matured its use of the tool: it now runs a dedicated DEX operations team within the endpoint management group, plus a forward-looking DEX engineering team with 12 additional employees. The operations team handles day-to-day monitoring and response, while the engineering team develops new automation and deploys products to preempt issues. Together, these teams use DEX to ensure devices remain healthy, applications run smoothly, and employees rarely experience downtime.

How does automation prevent costly device failures at Southwest?

Southwest’s automation approach centers on remote actions triggered by the DEX software. When the system detects an anomaly—such as a device with low memory, an outdated app, or a failing battery—it can automatically apply fixes without human intervention. For example, a tablet used by a gate agent might receive a software patch or a configuration update overnight, so it works perfectly at the start of the next shift. This proactive stance prevents minor issues from escalating into major disruptions that could delay aircraft turns. Whisenhunt emphasized that the goal is to focus the IT team’s time on strategic, preventive work rather than reacting to emergencies. By putting endpoint operations on autopilot, Southwest reduces the chance that a device failure will impact employees or customers.

What impact do endpoint issues have on Southwest’s employees and customers?

When a gate agent’s tablet or a pilot’s mobile device malfunctions, the consequences are immediate and visible. Passengers see the line at the gate grow longer and hear agents on the phone trying to fix a system problem—often a ticket or device issue. This frustrates travelers and stresses frontline staff. As Whisenhunt put it, “You can see the line start to extend—or the customers start to get frustrated.” Such scenarios directly affect Southwest’s ability to turn around its 800 Boeing 737 aircraft quickly, which is critical for maintaining the airline’s efficient schedule. By minimizing device failures, automation not only improves the employee experience but also keeps customers happy and operations on time.

How large is Southwest’s endpoint management team and what roles do they play?

The endpoint management team at Southwest comprises 14 specialists, but that number swells when including the separate DEX operations and engineering groups. Within the team, there is now a full-time DEX operations team responsible for real-time monitoring and incident response, and a DEX engineering team of 12 people that looks ahead, deploying new products and building automations. This structure allows Southwest to both maintain current performance and continuously improve its endpoint ecosystem. Whisenhunt noted that the engineering team is “forward-looking,” which means the airline can adapt quickly to new technologies and challenges. Together, these teams support over 85,000 devices across the company, ensuring that each one works reliably for the frontline workers who depend on them.

What was the driving force behind Southwest’s move from paper to digital operations?

Over the past decade, Southwest has steadily digitized its frontline workflows. The airline replaced printed manuals used by pilots and ground crews with mobile devices and cloud applications. Similarly, maintenance, flight operations, and gate services—and even cabin crews—moved away from paper-based processes. This shift improved efficiency, accuracy, and access to real-time information. However, it also placed much greater demands on IT. With around two-thirds of its 72,000 staffers working in frontline roles, the number of devices exploded. The move to digital was essential for operational agility, but it required a corresponding investment in automation and DEX tools to keep those devices running smoothly. Without that proactive management, the airline risked trading paper jams for digital downtime.

How does Southwest’s proactive approach change the role of its IT team?

Before adopting DEX software and automation, Southwest’s IT team spent much of its time reacting to employee-reported problems. Now, the team can focus on preventive maintenance, improving the digital employee experience, and rolling out new capabilities. Whisenhunt summed it up: “Bottom line is we now focus our team’s time on proactive and preventative work and increasing the digital employee experience and not waiting for issues to arise before focusing on them.” This strategic shift means IT staff spend less time on help-desk calls and more time on high-value tasks like optimizing device configurations, developing self-healing automations, and enhancing security. The result is a more resilient endpoint ecosystem that supports both employees and customers without constant firefighting.