Case Study: Southwest Airlines improves airport wayfinding and customer service with EPAM Systems

Southwest Airlines worked with EPAM Continuum to improve the in-airport customer experience

Southwest Airlines partnered with EPAM Continuum, a service from EPAM Systems, to improve the stressful and inefficient in-airport experience for its travelers. Key challenges included a lack of clear and accurate flight information, excessive crowding at gates due to their unique boarding process, and a high volume of repetitive customer service questions that prevented more meaningful employee interactions.

EPAM Systems designed and tested a new digital wayfinding system featuring location-aware signage that provided clear, natural-language information. The solution rebuilt traveler trust by delivering accurate, contextually relevant data, which reduced gate crowding and repetitive questions. The results were highly positive: 96% of customers said the new signs made navigation easier, and the system received a 4.77/5 usefulness rating. Employee feedback was also extremely positive, noting a significant reduction in routine inquiries, and Southwest planned to expand the pilot program to three airports.

Southwest Airlines