[0:00]
it seemed manageable at first it seemed manageable at first it seemed manageable at first on the Monday before Christmas as winter on the Monday before Christmas as winter on the Monday before Christmas as winter storm Elliott began to build Southwest storm Elliott began to build Southwest storm Elliott began to build Southwest Airlines management huddled up to Airlines management huddled up to Airlines management huddled up to formulate a plan formulate a plan formulate a plan the following day it went into motion the following day it went into motion the following day it went into motion after internal deliberation and after after internal deliberation and after after internal deliberation and after informing the pilot Union Southwest HQ informing the pilot Union Southwest HQ informing the pilot Union Southwest HQ began canceling flights in advance of began canceling flights in advance of began canceling flights in advance of the strengthening storm the notice first the strengthening storm the notice first the strengthening storm the notice first directed customers at these airports to directed customers at these airports to directed customers at these airports to check if their flight had been disrupted check if their flight had been disrupted check if their flight had been disrupted then the list of airports began to grow then the list of airports began to grow then the list of airports began to grow so the airline started the process of 
[0:30]
so the airline started the process of so the airline started the process of canceling flights by the hundreds as the canceling flights by the hundreds as the canceling flights by the hundreds as the winter storm worsened that call proved winter storm worsened that call proved winter storm worsened that call proved worthwhile in fact with the benefit of worthwhile in fact with the benefit of worthwhile in fact with the benefit of hindsight they didn't go far enough but hindsight they didn't go far enough but hindsight they didn't go far enough but the assumption that undergirded the the assumption that undergirded the the assumption that undergirded the decision to cancel that they could decision to cancel that they could decision to cancel that they could process the cancellations early enough process the cancellations early enough process the cancellations early enough for customers to Pivot plans and Crews for customers to Pivot plans and Crews for customers to Pivot plans and Crews to reposition for new routings proved to reposition for new routings proved to reposition for new routings proved utterly devastatingly wrong you know the utterly devastatingly wrong you know the utterly devastatingly wrong you know the rest of the story temperatures plummeted rest of the story temperatures plummeted rest of the story temperatures plummeted thermometers across Denver plunged 37 thermometers across Denver plunged 37 thermometers across Denver plunged 37 degrees in a single hour foil travel degrees in a single hour foil travel degrees in a single hour foil travel plans ruin holidays 5700 flights 
[1:02]
plans ruin holidays 5700 flights plans ruin holidays 5700 flights Nationwide cancel before Christmas and Nationwide cancel before Christmas and Nationwide cancel before Christmas and while other carriers staggered along while other carriers staggered along while other carriers staggered along Southwest crumbled into crisis Southwest crumbled into crisis Southwest crumbled into crisis ultimately canceling nearly 17 000 ultimately canceling nearly 17 000 ultimately canceling nearly 17 000 flights and losing out on an estimated flights and losing out on an estimated flights and losing out on an estimated 825 million dollars in the final 10 days 825 million dollars in the final 10 days 825 million dollars in the final 10 days of the year it was the biggest meltdown of the year it was the biggest meltdown of the year it was the biggest meltdown of its kind some blame the storm others of its kind some blame the storm others of its kind some blame the storm others blame the carriers point-to-point model blame the carriers point-to-point model blame the carriers point-to-point model While others still blamed the company's While others still blamed the company's While others still blamed the company's culture But as time let the hot takes culture But as time let the hot takes culture But as time let the hot takes cool a less exciting culprit came cool a less exciting culprit came cool a less exciting culprit came forward a culprit that's hardly unique forward a culprit that's hardly unique forward a culprit that's hardly unique to Southwest a culprits in fact that's 
[1:34]
to Southwest a culprits in fact that's to Southwest a culprits in fact that's less a bug and more an inherent flaw less a bug and more an inherent flaw less a bug and more an inherent flaw within the industry well the biggest the within the industry well the biggest the within the industry well the biggest the Meltdown wasn't the first and while an Meltdown wasn't the first and while an Meltdown wasn't the first and while an embarrassment to Southwest alone it was embarrassment to Southwest alone it was embarrassment to Southwest alone it was hardly a crisis unique to the big hardly a crisis unique to the big hardly a crisis unique to the big beloved Budget Airline for Southwest beloved Budget Airline for Southwest beloved Budget Airline for Southwest winter storm Elliott may have set the winter storm Elliott may have set the winter storm Elliott may have set the stage for the Meltdown but it didn't stage for the Meltdown but it didn't stage for the Meltdown but it didn't cause it as much as anything Southwest cause it as much as anything Southwest cause it as much as anything Southwest meltdown was a function of a legacy meltdown was a function of a legacy meltdown was a function of a legacy Southwest made its name as the pioneer Southwest made its name as the pioneer Southwest made its name as the pioneer of the low-cost business model through of the low-cost business model through of the low-cost business model through quick turnarounds and point-to-point quick turnarounds and point-to-point quick turnarounds and point-to-point Route networks while a typical Airline 
[2:05]
Route networks while a typical Airline Route networks while a typical Airline will fly their plane out and right back will fly their plane out and right back will fly their plane out and right back into their Hub a given day for a into their Hub a given day for a into their Hub a given day for a Southwest aircraft might start in San Southwest aircraft might start in San Southwest aircraft might start in San Diego then continue to Sacramento Denver Diego then continue to Sacramento Denver Diego then continue to Sacramento Denver and Nashville before finishing up in and Nashville before finishing up in and Nashville before finishing up in Tampa through this network structure Tampa through this network structure Tampa through this network structure Southwest could offer non-stop flights Southwest could offer non-stop flights Southwest could offer non-stop flights where competitors only had one stops and where competitors only had one stops and where competitors only had one stops and by exploiting this Niche grew into the by exploiting this Niche grew into the by exploiting this Niche grew into the world's sixth largest airline but while world's sixth largest airline but while world's sixth largest airline but while efficient in perfect conditions the efficient in perfect conditions the efficient in perfect conditions the system becomes a liability in the event system becomes a liability in the event system becomes a liability in the event of a delay or cancellation Pilot's time of a delay or cancellation Pilot's time of a delay or cancellation Pilot's time out Crews don't make it to their out Crews don't make it to their out Crews don't make it to their expected destination for the evening and expected destination for the evening and expected destination for the evening and planes aren't positioned in the right 
[2:36]
planes aren't positioned in the right planes aren't positioned in the right place for the next day's flight but place for the next day's flight but place for the next day's flight but weather and unforeseen circumstances as weather and unforeseen circumstances as weather and unforeseen circumstances as they always have exist so Southwest has they always have exist so Southwest has they always have exist so Southwest has tools for these situations one of which tools for these situations one of which tools for these situations one of which is a GE aeronautic system called Sky is a GE aeronautic system called Sky is a GE aeronautic system called Sky solver plug data into Sky solver on solver plug data into Sky solver on solver plug data into Sky solver on irregular operations and its algorithms irregular operations and its algorithms irregular operations and its algorithms will in the words of its brochure will in the words of its brochure will in the words of its brochure execute flight schedule changes and execute flight schedule changes and execute flight schedule changes and cancellations conduct aircraft routing cancellations conduct aircraft routing cancellations conduct aircraft routing and Equipment swabs and make fixes to and Equipment swabs and make fixes to and Equipment swabs and make fixes to crew assignments and pairings it means crew assignments and pairings it means crew assignments and pairings it means that if a developing storm was to roll that if a developing storm was to roll that if a developing storm was to roll over Denver and cause Southwest to over Denver and cause Southwest to over Denver and cause Southwest to cancel this inbound flight from 
[3:06]
cancel this inbound flight from cancel this inbound flight from Sacramento on account of the risk that Sacramento on account of the risk that Sacramento on account of the risk that the plane and crew will stay grounded by the plane and crew will stay grounded by the plane and crew will stay grounded by the weather it would call on Sky solver the weather it would call on Sky solver the weather it would call on Sky solver to effectively stem the bleeding and to effectively stem the bleeding and to effectively stem the bleeding and make sure that problems don't Cascade to make sure that problems don't Cascade to make sure that problems don't Cascade to impact the rest of the routing after impact the rest of the routing after impact the rest of the routing after arriving in Sacramento rather than arriving in Sacramento rather than arriving in Sacramento rather than heading to Denver Sky solver might send heading to Denver Sky solver might send heading to Denver Sky solver might send this plane on a passenger-less deadhead this plane on a passenger-less deadhead this plane on a passenger-less deadhead to Nashville where the crew now nearing to Nashville where the crew now nearing to Nashville where the crew now nearing the end of their work day could time out the end of their work day could time out the end of their work day could time out and hand the plane over to the next of and hand the plane over to the next of and hand the plane over to the next of course that's only the beginning while course that's only the beginning while course that's only the beginning while finding the most cost efficient solution finding the most cost efficient solution finding the most cost efficient solution is simple in the context of this single is simple in the context of this single is simple in the context of this single routing it becomes orders of magnitude routing it becomes orders of magnitude routing it becomes orders of magnitude more complicated when considering the 
[3:37]
more complicated when considering the more complicated when considering the hundreds of additional Southwest flights hundreds of additional Southwest flights hundreds of additional Southwest flights passing through like where to reposition passing through like where to reposition passing through like where to reposition the 737 that normally would have been the 737 that normally would have been the 737 that normally would have been running in and out of Denver all running in and out of Denver all running in and out of Denver all afternoon that has both the space for afternoon that has both the space for afternoon that has both the space for the plane and can begin running services the plane and can begin running services the plane and can begin running services is the following morning or what to do is the following morning or what to do is the following morning or what to do with the 737 that is running flights with the 737 that is running flights with the 737 that is running flights between cities in the storm's path and between cities in the storm's path and between cities in the storm's path and thus is at risk of getting stuck in a thus is at risk of getting stuck in a thus is at risk of getting stuck in a snowed and airport and how to make sure snowed and airport and how to make sure snowed and airport and how to make sure the later legs of this routing get flown the later legs of this routing get flown the later legs of this routing get flown when the plane meant to run it won't when the plane meant to run it won't when the plane meant to run it won't make it out of Denver that morning now make it out of Denver that morning now make it out of Denver that morning now skysilver is powerful enough to run up skysilver is powerful enough to run up skysilver is powerful enough to run up to 300 batches of cancellations in 20 to 300 batches of cancellations in 20 to 300 batches of cancellations in 20 minutes but it does have limitations 
[4:08]
minutes but it does have limitations minutes but it does have limitations first it creates solutions to first it creates solutions to first it creates solutions to cancellations on the Assumption of a cancellations on the Assumption of a cancellations on the Assumption of a static Baseline for to figure out viable static Baseline for to figure out viable static Baseline for to figure out viable Alternatives if half of Denver's flights Alternatives if half of Denver's flights Alternatives if half of Denver's flights are canceled it needs to know that the are canceled it needs to know that the are canceled it needs to know that the Sacramento to Denver flight has already Sacramento to Denver flight has already Sacramento to Denver flight has already been canceled and if it doesn't or if been canceled and if it doesn't or if been canceled and if it doesn't or if the flight is canceled while the the flight is canceled while the the flight is canceled while the system's running Sky solver Solutions system's running Sky solver Solutions system's running Sky solver Solutions become less tenable requiring reruns or become less tenable requiring reruns or become less tenable requiring reruns or manual intervention second Sky solver is manual intervention second Sky solver is manual intervention second Sky solver is also limited by the data input into the also limited by the data input into the also limited by the data input into the system some of this data comes from an system some of this data comes from an system some of this data comes from an internal tool of southwest's called The internal tool of southwest's called The internal tool of southwest's called The Baker dispatch processes delays and Baker dispatch processes delays and Baker dispatch processes delays and cancellations through the baker to 
[4:38]
cancellations through the baker to cancellations through the baker to reconfigure routings for aircraft and reconfigure routings for aircraft and reconfigure routings for aircraft and passengers before the information is passengers before the information is passengers before the information is then plugged into skysolver crucially then plugged into skysolver crucially then plugged into skysolver crucially with the baker's data lacks is crew with the baker's data lacks is crew with the baker's data lacks is crew information who's available what where information who's available what where information who's available what where when and for how long before they're when and for how long before they're when and for how long before they're timed out now as the storm worsened and timed out now as the storm worsened and timed out now as the storm worsened and the number of cancellations increased the number of cancellations increased the number of cancellations increased the limitations of Southwest solver the limitations of Southwest solver the limitations of Southwest solver collided resulting in a massive Tail collided resulting in a massive Tail collided resulting in a massive Tail Spin with Crews left out of the equation Spin with Crews left out of the equation Spin with Crews left out of the equation the algorithm's output provided what it the algorithm's output provided what it the algorithm's output provided what it thought to be viable Solutions but thought to be viable Solutions but thought to be viable Solutions but Solutions without pilots and attendance Solutions without pilots and attendance Solutions without pilots and attendance once these flights had to cancel close once these flights had to cancel close once these flights had to cancel close in to departure time when it became 
[5:09]
in to departure time when it became in to departure time when it became apparent that they only had half of crew apparent that they only had half of crew apparent that they only had half of crew everything else unraveled as these new everything else unraveled as these new everything else unraveled as these new cancellations altered Sky solver's cancellations altered Sky solver's cancellations altered Sky solver's Baseline assumptions effectively the Baseline assumptions effectively the Baseline assumptions effectively the software's blind spot transformed the software's blind spot transformed the software's blind spot transformed the expected difficulties of a winter storm expected difficulties of a winter storm expected difficulties of a winter storm hundreds of flights canceled at least 24 hundreds of flights canceled at least 24 hundreds of flights canceled at least 24 hours out on the 20th and 21st into a hours out on the 20th and 21st into a hours out on the 20th and 21st into a full-blown crisis where Southwest tools full-blown crisis where Southwest tools full-blown crisis where Southwest tools abortion problems that it then tried to abortion problems that it then tried to abortion problems that it then tried to fix only to worsen things further fix only to worsen things further fix only to worsen things further through Christmas cancellations occurred through Christmas cancellations occurred through Christmas cancellations occurred closer and closer to departure time as closer and closer to departure time as closer and closer to departure time as Pilots arrived to planes with no flight Pilots arrived to planes with no flight Pilots arrived to planes with no flight attendants while planes with no attendants while planes with no attendants while planes with no passengers deadheaded uncircular 
[5:40]
passengers deadheaded uncircular passengers deadheaded uncircular nonsensical routings like this as the nonsensical routings like this as the nonsensical routings like this as the software essentially panicked software essentially panicked software essentially panicked positioning and repositioning planes positioning and repositioning planes positioning and repositioning planes only for the crew to time out and get only for the crew to time out and get only for the crew to time out and get stuck once again finally blind as to stuck once again finally blind as to stuck once again finally blind as to where their own Crews were and with where their own Crews were and with where their own Crews were and with flawed programs providing flawed fixes flawed programs providing flawed fixes flawed programs providing flawed fixes Southwest went manual training volunteer Southwest went manual training volunteer Southwest went manual training volunteer staff at headquarters on how to process staff at headquarters on how to process staff at headquarters on how to process pilot and flight attendant forums in pilot and flight attendant forums in pilot and flight attendant forums in preparing for a hard reset in the four preparing for a hard reset in the four preparing for a hard reset in the four days following Christmas Southwest would days following Christmas Southwest would days following Christmas Southwest would cancel an incredible ten thousand seven cancel an incredible ten thousand seven cancel an incredible ten thousand seven hundred flights all because the airline hundred flights all because the airline hundred flights all because the airline failed to address a weak point that they 
[6:10]
failed to address a weak point that they failed to address a weak point that they had already identified they had put too had already identified they had put too had already identified they had put too much pressure and stacked up too much much pressure and stacked up too much much pressure and stacked up too much complexity onto a fragile it system that complexity onto a fragile it system that complexity onto a fragile it system that everyone already knew needed an overhaul everyone already knew needed an overhaul everyone already knew needed an overhaul and yet as the calendar flipped as and yet as the calendar flipped as and yet as the calendar flipped as Southwest began to stabilize and is more Southwest began to stabilize and is more Southwest began to stabilize and is more detailed reporting on the Meltdown began detailed reporting on the Meltdown began detailed reporting on the Meltdown began to emerge a new meltdown stole the to emerge a new meltdown stole the to emerge a new meltdown stole the spotlight now it was the FAA that issued spotlight now it was the FAA that issued spotlight now it was the FAA that issued a nationwide ground stop for 90 minutes a nationwide ground stop for 90 minutes a nationwide ground stop for 90 minutes no commercial flights took off and for no commercial flights took off and for no commercial flights took off and for the first time since 9 11 American the first time since 9 11 American the first time since 9 11 American Commercial Aviation came to a complete 
[6:42]
Commercial Aviation came to a complete Commercial Aviation came to a complete standstill all because a single software standstill all because a single software standstill all because a single software update went sideways leading to update went sideways leading to update went sideways leading to important pre-flight safety important pre-flight safety important pre-flight safety Communications having to be relayed Communications having to be relayed Communications having to be relayed manually until they could simply no manually until they could simply no manually until they could simply no longer keep up with the morning Rush of longer keep up with the morning Rush of longer keep up with the morning Rush of flights and the cycle began again upset flights and the cycle began again upset flights and the cycle began again upset customers outraged press and promises customers outraged press and promises customers outraged press and promises that the old technology that everyone that the old technology that everyone that the old technology that everyone knew would fail would be looked into and knew would fail would be looked into and knew would fail would be looked into and this pattern didn't start with Southwest this pattern didn't start with Southwest this pattern didn't start with Southwest either it meltdowns hit British Airways either it meltdowns hit British Airways either it meltdowns hit British Airways in 2017 then in 2019 then again in 2022 in 2017 then in 2019 then again in 2022 in 2017 then in 2019 then again in 2022 they forced Delta to cancel thousands of they forced Delta to cancel thousands of they forced Delta to cancel thousands of flights in 2016 and 2017. they pushed 
[7:14]
flights in 2016 and 2017. they pushed flights in 2016 and 2017. they pushed American Airlines to cancel over 1 000 American Airlines to cancel over 1 000 American Airlines to cancel over 1 000 Regional flights in 2018. all said they Regional flights in 2018. all said they Regional flights in 2018. all said they do better the next time and yet all do better the next time and yet all do better the next time and yet all still rely on outdated overstretched it still rely on outdated overstretched it still rely on outdated overstretched it systems that were never designed to systems that were never designed to systems that were never designed to handle the volume of Industry growth in handle the volume of Industry growth in handle the volume of Industry growth in the decades since their initial the decades since their initial the decades since their initial development but the problems of old development but the problems of old development but the problems of old overstacked it systems don't stop at the overstacked it systems don't stop at the overstacked it systems don't stop at the back end well customer facing systems back end well customer facing systems back end well customer facing systems might look good on the surface the most might look good on the surface the most might look good on the surface the most important one the very system that makes important one the very system that makes important one the very system that makes it all possible was created as close in it all possible was created as close in it all possible was created as close in time to the Wright brothers first flight time to the Wright brothers first flight time to the Wright brothers first flight AS to today when a traveler sees this it 
[7:48]
AS to today when a traveler sees this it AS to today when a traveler sees this it may look modern but what they're may look modern but what they're may look modern but what they're actually looking at is a translation of actually looking at is a translation of actually looking at is a translation of this behind the scenes Google flights this behind the scenes Google flights this behind the scenes Google flights entered a query into the global entered a query into the global entered a query into the global distribution system an interconnected distribution system an interconnected distribution system an interconnected set of software is run by Amadeus saber set of software is run by Amadeus saber set of software is run by Amadeus saber or travelport in fact specifically it or travelport in fact specifically it or travelport in fact specifically it entered this A.D to initiate an entered this A.D to initiate an entered this A.D to initiate an availability lookup zero eight Feb to availability lookup zero eight Feb to availability lookup zero eight Feb to indicate the date then Den lhr to indicate the date then Den lhr to indicate the date then Den lhr to specify Denver as the origin and London specify Denver as the origin and London specify Denver as the origin and London as the destination this initiates a as the destination this initiates a as the destination this initiates a query from the GDs system to another oag query from the GDs system to another oag query from the GDs system to another oag which essentially acts as the definitive 
[8:19]
which essentially acts as the definitive which essentially acts as the definitive source of Airline scheduling data source of Airline scheduling data source of Airline scheduling data worldwide the GDs then comes back and worldwide the GDs then comes back and worldwide the GDs then comes back and spits out two options one by British spits out two options one by British spits out two options one by British Airways one by United the strings of Airways one by United the strings of Airways one by United the strings of letters and numbers indicate letters and numbers indicate letters and numbers indicate availability of across the different availability of across the different availability of across the different Fair classes then the right side Fair classes then the right side Fair classes then the right side provides most other data departure time provides most other data departure time provides most other data departure time arrival time aircraft type and flight arrival time aircraft type and flight arrival time aircraft type and flight duration but the fair data is still duration but the fair data is still duration but the fair data is still missing for that Google flights needs to missing for that Google flights needs to missing for that Google flights needs to pick up flights pick a fair class then pick up flights pick a fair class then pick up flights pick a fair class then enter another query for its price but enter another query for its price but enter another query for its price but the GDs doesn't have that data itself it the GDs doesn't have that data itself it the GDs doesn't have that data itself it seeks the answer from the airline tariff seeks the answer from the airline tariff seeks the answer from the airline tariff publishing company which similarly to 
[8:50]
publishing company which similarly to publishing company which similarly to the oag was scheduling is the One-Stop the oag was scheduling is the One-Stop the oag was scheduling is the One-Stop shop for pricing data used by shop for pricing data used by shop for pricing data used by essentially every major airline globally essentially every major airline globally essentially every major airline globally so once again the GDs will repackage so once again the GDs will repackage so once again the GDs will repackage their response into this reiterating the their response into this reiterating the their response into this reiterating the flight schedule then displaying the base flight schedule then displaying the base flight schedule then displaying the base fare the carrier surcharge U.S passenger fare the carrier surcharge U.S passenger fare the carrier surcharge U.S passenger facility charge security fee and facility charge security fee and facility charge security fee and international departure tax to give a international departure tax to give a international departure tax to give a total total total 630.20 one-way fare on the February 8th 630.20 one-way fare on the February 8th 630.20 one-way fare on the February 8th British Airways Denver to London flights British Airways Denver to London flights British Airways Denver to London flights this entire process is repeated for the this entire process is repeated for the this entire process is repeated for the United option which gives Google flights United option which gives Google flights United option which gives Google flights all the information necessary to all the information necessary to all the information necessary to populate this screen but next up is 
[9:22]
populate this screen but next up is populate this screen but next up is booking and that's even more involved booking and that's even more involved booking and that's even more involved regardless of where a booking takes regardless of where a booking takes regardless of where a booking takes place with some limited exceptions the place with some limited exceptions the place with some limited exceptions the user interface is just a translation user interface is just a translation user interface is just a translation tool to input a string of commands into tool to input a string of commands into tool to input a string of commands into the GDs this sequence initiates the the GDs this sequence initiates the the GDs this sequence initiates the process of creating a passenger name process of creating a passenger name process of creating a passenger name record or PNR to which it will then record or PNR to which it will then record or PNR to which it will then input a phone number the name of the input a phone number the name of the input a phone number the name of the person making the booking then a person making the booking then a person making the booking then a precisely formatted description of the precisely formatted description of the precisely formatted description of the desired flight itinerary after desired flight itinerary after desired flight itinerary after reconfirming availability and fair price reconfirming availability and fair price reconfirming availability and fair price the GDs will then submit the PNR and the GDs will then submit the PNR and the GDs will then submit the PNR and return with this the time limit for return with this the time limit for return with this the time limit for actually paying for the booking at this 
[9:52]
actually paying for the booking at this actually paying for the booking at this point the booking is confirmed that seat point the booking is confirmed that seat point the booking is confirmed that seat is reserved and will stay reserved is reserved and will stay reserved is reserved and will stay reserved unless that payment deadline passes unless that payment deadline passes unless that payment deadline passes without payment well these days without payment well these days without payment well these days customers typically pay immediately in customers typically pay immediately in customers typically pay immediately in the background it's rarely required but the background it's rarely required but the background it's rarely required but this delay deadline gives an online this delay deadline gives an online this delay deadline gives an online travel agency like Expedia for example travel agency like Expedia for example travel agency like Expedia for example time to process and verify payment from time to process and verify payment from time to process and verify payment from the customer before actually paying for the customer before actually paying for the customer before actually paying for the ticket themselves at which point it the ticket themselves at which point it the ticket themselves at which point it might become non-refundable leaving the might become non-refundable leaving the might become non-refundable leaving the company in a tricky spot if a customer's company in a tricky spot if a customer's company in a tricky spot if a customer's credit card payment declines but even credit card payment declines but even credit card payment declines but even before paying Expedia will close out the before paying Expedia will close out the before paying Expedia will close out the transaction with the GDs therefore transaction with the GDs therefore transaction with the GDs therefore sending the passenger name record to the 
[10:23]
sending the passenger name record to the sending the passenger name record to the airline which will respond with a airline which will respond with a airline which will respond with a modified version including a modified version including a modified version including a confirmation number which is then confirmation number which is then confirmation number which is then extracted and sent to the customer in a extracted and sent to the customer in a extracted and sent to the customer in a flashy well-formatted email flashy well-formatted email flashy well-formatted email the GDs and its Associated systems were the GDs and its Associated systems were the GDs and its Associated systems were revolutionary for the airline industry revolutionary for the airline industry revolutionary for the airline industry not only did they make reservations a not only did they make reservations a not only did they make reservations a far less labor-intensive process they far less labor-intensive process they far less labor-intensive process they made essentially every Airline made essentially every Airline made essentially every Airline reservation system interoperable with reservation system interoperable with reservation system interoperable with each other these days it's fairly simple each other these days it's fairly simple each other these days it's fairly simple for Airlines to sell tickets involving for Airlines to sell tickets involving for Airlines to sell tickets involving other airlines they're all using the other airlines they're all using the other airlines they're all using the same GDs already so the way United's same GDs already so the way United's same GDs already so the way United's internal systems interpret and modify a 
[10:54]
internal systems interpret and modify a internal systems interpret and modify a PNR is the same way lufthansa's would PNR is the same way lufthansa's would PNR is the same way lufthansa's would theoretically United could sell you an theoretically United could sell you an theoretically United could sell you an itinerary connecting onto an American itinerary connecting onto an American itinerary connecting onto an American Airlines flight they wouldn't because Airlines flight they wouldn't because Airlines flight they wouldn't because they don't have a commercial partnership they don't have a commercial partnership they don't have a commercial partnership with the airline but from a technical with the airline but from a technical with the airline but from a technical perspective there's nothing stopping perspective there's nothing stopping perspective there's nothing stopping them and if something goes wrong and them and if something goes wrong and them and if something goes wrong and your United flight cancels the airline your United flight cancels the airline your United flight cancels the airline can and occasionally will rebook flights can and occasionally will rebook flights can and occasionally will rebook flights onto American Delta and others using onto American Delta and others using onto American Delta and others using this system but while the GDs was this system but while the GDs was this system but while the GDs was revolutionary it hardly still is today revolutionary it hardly still is today revolutionary it hardly still is today in fact at airports around the world in fact at airports around the world in fact at airports around the world when you step up to a reservations agent 
[11:24]
when you step up to a reservations agent when you step up to a reservations agent chances are the other side of their chances are the other side of their chances are the other side of their screen looks like this still today in screen looks like this still today in screen looks like this still today in 2023 the GDs has operated as a command 2023 the GDs has operated as a command 2023 the GDs has operated as a command and line interface the way computers and line interface the way computers and line interface the way computers worked before graphical user interfaces worked before graphical user interfaces worked before graphical user interfaces were popularized in the 80s command line were popularized in the 80s command line were popularized in the 80s command line interfaces aren't in and of themselves interfaces aren't in and of themselves interfaces aren't in and of themselves an issue but in context the difficulty an issue but in context the difficulty an issue but in context the difficulty is that using them requires legitimate is that using them requires legitimate is that using them requires legitimate creativity and scale let's say for creativity and scale let's say for creativity and scale let's say for example a customer is here in Denver example a customer is here in Denver example a customer is here in Denver headed to Zurich and their 1 40 PM headed to Zurich and their 1 40 PM headed to Zurich and their 1 40 PM flight to Chicago to connect onto the flight to Chicago to connect onto the flight to Chicago to connect onto the 710 overnight to Zurich just canceled 
[11:54]
710 overnight to Zurich just canceled 710 overnight to Zurich just canceled meaning they won't make their connection meaning they won't make their connection meaning they won't make their connection a rebooking agent would start by a rebooking agent would start by a rebooking agent would start by querying the GDs for the next available querying the GDs for the next available querying the GDs for the next available itinerary between the two cities and itinerary between the two cities and itinerary between the two cities and they would see there is a viable one they would see there is a viable one they would see there is a viable one connecting onto a 720pm Swiss Air flight connecting onto a 720pm Swiss Air flight connecting onto a 720pm Swiss Air flight out of LAX but the problem is that the out of LAX but the problem is that the out of LAX but the problem is that the only two flights to La that would make only two flights to La that would make only two flights to La that would make that at 136 and 355 are already oversold that at 136 and 355 are already oversold that at 136 and 355 are already oversold meaning there's no seat available for meaning there's no seat available for meaning there's no seat available for the stranded passenger so according to the stranded passenger so according to the stranded passenger so according to the GDs it's impossible to get that the GDs it's impossible to get that the GDs it's impossible to get that passenger on their way to Zurich until passenger on their way to Zurich until passenger on their way to Zurich until the next day but just because the GDs 
[12:25]
the next day but just because the GDs the next day but just because the GDs says it's impossible doesn't mean it says it's impossible doesn't mean it says it's impossible doesn't mean it actually is for example an experienced actually is for example an experienced actually is for example an experienced rebooking agent would know that United rebooking agent would know that United rebooking agent would know that United also flies to to John Wayne Airport in also flies to to John Wayne Airport in also flies to to John Wayne Airport in Orange County but an hour's drive from Orange County but an hour's drive from Orange County but an hour's drive from LAX so if desperate the passenger could LAX so if desperate the passenger could LAX so if desperate the passenger could fly to there take a taxi to LAX then fly to there take a taxi to LAX then fly to there take a taxi to LAX then make their overnight flight to make their overnight flight to make their overnight flight to Switzerland the GDs can't offer this as Switzerland the GDs can't offer this as Switzerland the GDs can't offer this as an option because it's not one that the an option because it's not one that the an option because it's not one that the airline would sell so it's not in the airline would sell so it's not in the airline would sell so it's not in the system but with this knowledge an agent system but with this knowledge an agent system but with this knowledge an agent could individually book seats for each could individually book seats for each could individually book seats for each leg then string them together into an leg then string them together into an leg then string them together into an itinerary in the PNR itinerary in the PNR itinerary in the PNR also would know that United's 11 45 AM 
[12:57]
also would know that United's 11 45 AM also would know that United's 11 45 AM LAX bound flight was delayed until 1 30 LAX bound flight was delayed until 1 30 LAX bound flight was delayed until 1 30 meaning this passenger could still take meaning this passenger could still take meaning this passenger could still take that and make the connection it also that and make the connection it also that and make the connection it also wouldn't suggest taking Americans for 10 wouldn't suggest taking Americans for 10 wouldn't suggest taking Americans for 10 pm flight to LAX as an option because pm flight to LAX as an option because pm flight to LAX as an option because Swiss Air and American don't typically Swiss Air and American don't typically Swiss Air and American don't typically ticket together but in this exceptional ticket together but in this exceptional ticket together but in this exceptional circumstance United could buy the strain circumstance United could buy the strain circumstance United could buy the strain of Passenger a ticket on American of Passenger a ticket on American of Passenger a ticket on American through the GDs to continue their through the GDs to continue their through the GDs to continue their Journey on Swiss and this is only the Journey on Swiss and this is only the Journey on Swiss and this is only the tip of the iceberg there are endless tip of the iceberg there are endless tip of the iceberg there are endless tricks to working with the GDs to solve tricks to working with the GDs to solve tricks to working with the GDs to solve problems but experience is needed to problems but experience is needed to problems but experience is needed to know the right technique the horrible know the right technique the horrible know the right technique the horrible truth this presents for both passengers 
[13:28]
truth this presents for both passengers truth this presents for both passengers and Airlines is that constantly and Airlines is that constantly and Airlines is that constantly passengers are getting stranded when passengers are getting stranded when passengers are getting stranded when they don't have to be it's down to the they don't have to be it's down to the they don't have to be it's down to the luck of the draw is the rebooking agent luck of the draw is the rebooking agent luck of the draw is the rebooking agent you're walking up to one that's worked you're walking up to one that's worked you're walking up to one that's worked there for 30 years and knows the GDs there for 30 years and knows the GDs there for 30 years and knows the GDs like the back of their hand or have they like the back of their hand or have they like the back of their hand or have they just finished the limited required just finished the limited required just finished the limited required training to complete those simplest training to complete those simplest training to complete those simplest tasks for passengers this increases the tasks for passengers this increases the tasks for passengers this increases the frequency of getting stranded on the frequency of getting stranded on the frequency of getting stranded on the road and for Airlines this increases the road and for Airlines this increases the road and for Airlines this increases the cost born from issuing wheel vouchers cost born from issuing wheel vouchers cost born from issuing wheel vouchers booking accommodation and paying for booking accommodation and paying for booking accommodation and paying for light compensation when passengers don't light compensation when passengers don't light compensation when passengers don't get to their destination on time and the 
[13:59]
get to their destination on time and the get to their destination on time and the limitations of the GDs not only create limitations of the GDs not only create limitations of the GDs not only create additional costs but also prevent additional costs but also prevent additional costs but also prevent potential revenue for example Air New potential revenue for example Air New potential revenue for example Air New Zealand developed an Innovative product Zealand developed an Innovative product Zealand developed an Innovative product where three successive economy class where three successive economy class where three successive economy class seats can be transformed into a short seats can be transformed into a short seats can be transformed into a short lie flat bed called Sky couch that means lie flat bed called Sky couch that means lie flat bed called Sky couch that means that those seats can be sold that those seats can be sold that those seats can be sold individually as usual or as a set of individually as usual or as a set of individually as usual or as a set of three to one or two passengers this sort three to one or two passengers this sort three to one or two passengers this sort of optionality breaks the GDs it doesn't of optionality breaks the GDs it doesn't of optionality breaks the GDs it doesn't have a way of properly communicating or have a way of properly communicating or have a way of properly communicating or reserving these sorts of transformable reserving these sorts of transformable reserving these sorts of transformable seats so on the GDs Sky couch seats are 
[14:29]
seats so on the GDs Sky couch seats are seats so on the GDs Sky couch seats are just displayed as occupied regardless of just displayed as occupied regardless of just displayed as occupied regardless of whether they actually are in order to whether they actually are in order to whether they actually are in order to book them one has to go directly to the book them one has to go directly to the book them one has to go directly to the Air New Zealand website for the airline Air New Zealand website for the airline Air New Zealand website for the airline this leaves plenty of potential revenue this leaves plenty of potential revenue this leaves plenty of potential revenue on the table for example a huge portion on the table for example a huge portion on the table for example a huge portion of the airline's traffic is ticketed of the airline's traffic is ticketed of the airline's traffic is ticketed through United since United is a major through United since United is a major through United since United is a major partner that feeds inbound traffic from partner that feeds inbound traffic from partner that feeds inbound traffic from across the U.S to air New Zealand's across the U.S to air New Zealand's across the U.S to air New Zealand's long-haul flights out of La San long-haul flights out of La San long-haul flights out of La San Francisco Houston and Chicago those Francisco Houston and Chicago those Francisco Houston and Chicago those passengers can book and check in passengers can book and check in passengers can book and check in exclusively with United meaning they exclusively with United meaning they exclusively with United meaning they would never have even had the chance to would never have even had the chance to would never have even had the chance to hey Air New Zealand for a sky couch and 
[15:01]
hey Air New Zealand for a sky couch and hey Air New Zealand for a sky couch and it's the same with passengers who booked it's the same with passengers who booked it's the same with passengers who booked through other airlines or online travel through other airlines or online travel through other airlines or online travel agencies Airlines have been complaining agencies Airlines have been complaining agencies Airlines have been complaining about the GDs system for decades and so about the GDs system for decades and so about the GDs system for decades and so there are an increasing number of there are an increasing number of there are an increasing number of Technical Solutions and workarounds to Technical Solutions and workarounds to Technical Solutions and workarounds to the gds's constraints but even those the gds's constraints but even those the gds's constraints but even those have their problems for example Iota have their problems for example Iota have their problems for example Iota introduced the new distribution introduced the new distribution introduced the new distribution capability standard which allows for capability standard which allows for capability standard which allows for more complex back-end communication but more complex back-end communication but more complex back-end communication but rather than serving as the solution to rather than serving as the solution to rather than serving as the solution to the gds's shortcomings it more so the gds's shortcomings it more so the gds's shortcomings it more so demonstrates what's truly at the root of demonstrates what's truly at the root of demonstrates what's truly at the root of the problem the problem the problem 162 airlines travel agencies system 
[15:32]
162 airlines travel agencies system 162 airlines travel agencies system providers and others are certified by providers and others are certified by providers and others are certified by ayata as having properly integrated this ayata as having properly integrated this ayata as having properly integrated this new standard into their systems or at new standard into their systems or at new standard into their systems or at least part of it the core functions have least part of it the core functions have least part of it the core functions have pretty good uptake for example 156 of pretty good uptake for example 156 of pretty good uptake for example 156 of those have Incorporated the NDC standard those have Incorporated the NDC standard those have Incorporated the NDC standard that allows for shopping for flights but that allows for shopping for flights but that allows for shopping for flights but then you get to the more novel functions then you get to the more novel functions then you get to the more novel functions shpan2 is a standard that allows for the shpan2 is a standard that allows for the shpan2 is a standard that allows for the sale of increasingly common unbundled sale of increasingly common unbundled sale of increasingly common unbundled ancilliaries like in-flight Wi-Fi lounge ancilliaries like in-flight Wi-Fi lounge ancilliaries like in-flight Wi-Fi lounge access priority boarding and more more access priority boarding and more more access priority boarding and more more meaning that theoretically it allows meaning that theoretically it allows meaning that theoretically it allows someone booking through Expedia to buy 
[16:02]
someone booking through Expedia to buy someone booking through Expedia to buy that in-flight Wi-Fi right in their that in-flight Wi-Fi right in their that in-flight Wi-Fi right in their checkout flow but only 51 of the 162 are checkout flow but only 51 of the 162 are checkout flow but only 51 of the 162 are certified on this capability and then certified on this capability and then certified on this capability and then you get into the really specialized you get into the really specialized you get into the really specialized stuff NDC has enabled Airlines to have stuff NDC has enabled Airlines to have stuff NDC has enabled Airlines to have interoperable Dynamic pricing systems interoperable Dynamic pricing systems interoperable Dynamic pricing systems meaning rather than working with the meaning rather than working with the meaning rather than working with the constraints of the GDs and ATP Co which constraints of the GDs and ATP Co which constraints of the GDs and ATP Co which only allow for Price updates a certain only allow for Price updates a certain only allow for Price updates a certain number of times per day each fare will number of times per day each fare will number of times per day each fare will be customized for each individual be customized for each individual be customized for each individual consumer based on an algorithm's consumer based on an algorithm's consumer based on an algorithm's estimation of their price sensitivity estimation of their price sensitivity estimation of their price sensitivity but to date not a single Airline is but to date not a single Airline is but to date not a single Airline is certified on this already existing 
[16:33]
certified on this already existing certified on this already existing Revenue generating standard this is a Revenue generating standard this is a Revenue generating standard this is a familiar refrain Airlines ask for more familiar refrain Airlines ask for more familiar refrain Airlines ask for more advanced systems more advanced systems advanced systems more advanced systems advanced systems more advanced systems are developed then Airlines don't use are developed then Airlines don't use are developed then Airlines don't use the more advanced systems because they the more advanced systems because they the more advanced systems because they decide the cost it would take to decide the cost it would take to decide the cost it would take to integrate them isn't worth it and some integrate them isn't worth it and some integrate them isn't worth it and some airlines are going further only failing airlines are going further only failing airlines are going further only failing to implement new interoperable systems to implement new interoperable systems to implement new interoperable systems but rejecting their use altogether for but rejecting their use altogether for but rejecting their use altogether for example if you search on Expedia for an example if you search on Expedia for an example if you search on Expedia for an itinerary between Denver and Long Beach itinerary between Denver and Long Beach itinerary between Denver and Long Beach it'll tell you the best option is a it'll tell you the best option is a it'll tell you the best option is a One-Stop trip through Phoenix on One-Stop trip through Phoenix on One-Stop trip through Phoenix on American but there are actually three American but there are actually three American but there are actually three non-stop flights a day on that route the 
[17:05]
non-stop flights a day on that route the non-stop flights a day on that route the problem though is that their Southwest problem though is that their Southwest problem though is that their Southwest flights and with limited exception flights and with limited exception flights and with limited exception Southwest does not allow for booking Southwest does not allow for booking Southwest does not allow for booking through the GDs meaning Expedia has no through the GDs meaning Expedia has no through the GDs meaning Expedia has no way to book a customer a ticket on the way to book a customer a ticket on the way to book a customer a ticket on the airline meanwhile on Google flights airline meanwhile on Google flights airline meanwhile on Google flights which focuses on directing people where which focuses on directing people where which focuses on directing people where to book rather than booking a self you to book rather than booking a self you to book rather than booking a self you can find Southwest schedules which are can find Southwest schedules which are can find Southwest schedules which are filed with oag but you can't find fares filed with oag but you can't find fares filed with oag but you can't find fares with no GDs sales there's no reason to with no GDs sales there's no reason to with no GDs sales there's no reason to distribute Fair information this all distribute Fair information this all distribute Fair information this all means that nearly all Southwest bookings means that nearly all Southwest bookings means that nearly all Southwest bookings are done on southwest's website but the are done on southwest's website but the are done on southwest's website but the airline can customize and revenue airline can customize and revenue airline can customize and revenue optimize the booking process as they 
[17:37]
optimize the booking process as they optimize the booking process as they wish the upsells are everywhere before wish the upsells are everywhere before wish the upsells are everywhere before confirming a fare one gets a pop-up confirming a fare one gets a pop-up confirming a fare one gets a pop-up outlining the benefits of the next most outlining the benefits of the next most outlining the benefits of the next most expensive fare class on the following expensive fare class on the following expensive fare class on the following screens there's the same upsell again an screens there's the same upsell again an screens there's the same upsell again an offer for a 200 Credit in return for offer for a 200 Credit in return for offer for a 200 Credit in return for signing up for their credit card and an signing up for their credit card and an signing up for their credit card and an option to pay for early check-in option to pay for early check-in option to pay for early check-in guaranteeing one of the best boarding guaranteeing one of the best boarding guaranteeing one of the best boarding positions these upsells matter in 2021 positions these upsells matter in 2021 positions these upsells matter in 2021 in ancillary fees made up more than 4 in ancillary fees made up more than 4 in ancillary fees made up more than 4 billion dollars in revenue for Southwest billion dollars in revenue for Southwest billion dollars in revenue for Southwest and that ancillary revenue is raised and that ancillary revenue is raised and that ancillary revenue is raised when customers book directly and are when customers book directly and are when customers book directly and are offered all the upsells and in addition 
[18:08]
offered all the upsells and in addition offered all the upsells and in addition to increased Revenue direct booking cost to increased Revenue direct booking cost to increased Revenue direct booking cost less no paying for developers to less no paying for developers to less no paying for developers to integrate their systems with others no integrate their systems with others no integrate their systems with others no paying GDs fees no paying commissions to paying GDs fees no paying commissions to paying GDs fees no paying commissions to Expedia and others following southwest's Expedia and others following southwest's Expedia and others following southwest's lead GDs non-participation by budget lead GDs non-participation by budget lead GDs non-participation by budget Airlines is downright common these days Airlines is downright common these days Airlines is downright common these days and the full service network carriers and the full service network carriers and the full service network carriers are increasingly working around it to are increasingly working around it to are increasingly working around it to strike up Direct business and system strike up Direct business and system strike up Direct business and system relationships with major sales channels relationships with major sales channels relationships with major sales channels and partners but this is fragmenting the and partners but this is fragmenting the and partners but this is fragmenting the industry airlines are innovating which industry airlines are innovating which industry airlines are innovating which is exactly what the industry should be is exactly what the industry should be is exactly what the industry should be doing but through this individual 
[18:40]
doing but through this individual doing but through this individual Innovation or losing the collective Innovation or losing the collective Innovation or losing the collective interoperability that has led to the interoperability that has led to the interoperability that has led to the globally seamless travel experience that globally seamless travel experience that globally seamless travel experience that customers have come to expect it's customers have come to expect it's customers have come to expect it's almost analogous to a reverse tragedy of almost analogous to a reverse tragedy of almost analogous to a reverse tragedy of the commons each individual node in the the commons each individual node in the the commons each individual node in the system would grow their revenue by system would grow their revenue by system would grow their revenue by investing in better interoperable investing in better interoperable investing in better interoperable systems but only if every other node did systems but only if every other node did systems but only if every other node did too if only one node invests you'll have too if only one node invests you'll have too if only one node invests you'll have spent money to create interoperability spent money to create interoperability spent money to create interoperability but still lack Partners to interoperate but still lack Partners to interoperate but still lack Partners to interoperate with meaning no Revenue impact and a with meaning no Revenue impact and a with meaning no Revenue impact and a negative cost impact so in this context 
[19:10]
negative cost impact so in this context negative cost impact so in this context each node is actually incentivized to each node is actually incentivized to each node is actually incentivized to reduce interoperability to push reduce interoperability to push reduce interoperability to push consumers towards their own systems consumers towards their own systems consumers towards their own systems which are better designed to increase which are better designed to increase which are better designed to increase per customer Revenue than the per customer Revenue than the per customer Revenue than the interoperable ones it's a strategic interoperable ones it's a strategic interoperable ones it's a strategic stalemate and this can explain the stalemate and this can explain the stalemate and this can explain the broader issue as well there's a broader issue as well there's a broader issue as well there's a strategic I.T stalemate when every strategic I.T stalemate when every strategic I.T stalemate when every airline's I.T is equally bad there's airline's I.T is equally bad there's airline's I.T is equally bad there's little competitive incentive to improve little competitive incentive to improve little competitive incentive to improve it why invest to improve to a level that it why invest to improve to a level that it why invest to improve to a level that the public doesn't even know is possible the public doesn't even know is possible the public doesn't even know is possible globally the airline industry has just 
[19:40]
globally the airline industry has just globally the airline industry has just settled on a culture of good enough the settled on a culture of good enough the settled on a culture of good enough the problem from our outside perspective is problem from our outside perspective is problem from our outside perspective is that Airlines essentially act as public that Airlines essentially act as public that Airlines essentially act as public utilities these days they are the only utilities these days they are the only utilities these days they are the only practical means of long-haul travel and practical means of long-haul travel and practical means of long-haul travel and are also the only practical means for are also the only practical means for are also the only practical means for medium Hall travel in areas of North medium Hall travel in areas of North medium Hall travel in areas of North America Russia Australia and other America Russia Australia and other America Russia Australia and other larger less dense countries when larger less dense countries when larger less dense countries when Airlines slow down people slow down and Airlines slow down people slow down and Airlines slow down people slow down and therefore economies slow down the U.S therefore economies slow down the U.S therefore economies slow down the U.S recognizes this fact by subsidizing the recognizes this fact by subsidizing the recognizes this fact by subsidizing the construction and maintenance of airports construction and maintenance of airports construction and maintenance of airports and even more strongly by subsidizing 
[20:11]
and even more strongly by subsidizing and even more strongly by subsidizing Airlines to fly to Rural and remote Airlines to fly to Rural and remote Airlines to fly to Rural and remote communities under the thesis that a lack communities under the thesis that a lack communities under the thesis that a lack of air travel options would hold back of air travel options would hold back of air travel options would hold back their economies and countries also their economies and countries also their economies and countries also recognize this preemptively historically recognize this preemptively historically recognize this preemptively historically treating the earliest Airlines as treating the earliest Airlines as treating the earliest Airlines as government services and running them as government services and running them as government services and running them as state-owned Enterprises but in the state-owned Enterprises but in the state-owned Enterprises but in the century sense the trend has been century sense the trend has been century sense the trend has been thoroughly towards privatization meaning thoroughly towards privatization meaning thoroughly towards privatization meaning the only real obligation is to the the only real obligation is to the the only real obligation is to the shareholder so this is one of those all shareholder so this is one of those all shareholder so this is one of those all two common scenarios where there is a two common scenarios where there is a two common scenarios where there is a start difference between what's good for start difference between what's good for start difference between what's good for the shareholder and what's good for the the shareholder and what's good for the the shareholder and what's good for the world therefore it's pretty simple 
[20:42]
world therefore it's pretty simple world therefore it's pretty simple Regulators need to decide whether Regulators need to decide whether Regulators need to decide whether Airlines I.T Antiquity is a problem for Airlines I.T Antiquity is a problem for Airlines I.T Antiquity is a problem for the public and if so do something about the public and if so do something about the public and if so do something about it it it as many of you know I travel constantly as many of you know I travel constantly as many of you know I travel constantly I'm on the road more than I'm at home I'm on the road more than I'm at home I'm on the road more than I'm at home and one thing that I found is crucial to and one thing that I found is crucial to and one thing that I found is crucial to making that level of travel sustainable making that level of travel sustainable making that level of travel sustainable is having self-improvement routines that is having self-improvement routines that is having self-improvement routines that I can do both at home and on the road I can do both at home and on the road I can do both at home and on the road that means going to the gym on runs and that means going to the gym on runs and that means going to the gym on runs and a less common one that I've really grown a less common one that I've really grown a less common one that I've really grown to love is using our sponsor to love is using our sponsor to love is using our sponsor brilliant.org that's because brilliant brilliant.org that's because brilliant brilliant.org that's because brilliant has these really interesting 
[21:13]
has these really interesting has these really interesting well-designed courses on stem subjects well-designed courses on stem subjects well-designed courses on stem subjects that probably seem way too hard to learn that probably seem way too hard to learn that probably seem way too hard to learn independently crucially these courses independently crucially these courses independently crucially these courses are designed so you can move through are designed so you can move through are designed so you can move through them in bite-sized chunks so while I'm them in bite-sized chunks so while I'm them in bite-sized chunks so while I'm at home I might make some progress at home I might make some progress at home I might make some progress learning gravitational physics while learning gravitational physics while learning gravitational physics while waiting for a call to start while on the waiting for a call to start while on the waiting for a call to start while on the road you might find me doing the same road you might find me doing the same road you might find me doing the same while waiting for the plane to board and while waiting for the plane to board and while waiting for the plane to board and what's amazing about it is that if you what's amazing about it is that if you what's amazing about it is that if you just do that enough times suddenly you just do that enough times suddenly you just do that enough times suddenly you understand how foundational and advanced understand how foundational and advanced understand how foundational and advanced math or AI data science or neural math or AI data science or neural math or AI data science or neural networks work obviously these subjects networks work obviously these subjects networks work obviously these subjects are complex but brilliant makes learning are complex but brilliant makes learning are complex but brilliant makes learning them straightforward by breaking them 
[21:43]
them straightforward by breaking them them straightforward by breaking them down into their intuitive principles and down into their intuitive principles and down into their intuitive principles and by making it so you can learn anywhere by making it so you can learn anywhere by making it so you can learn anywhere and any time thanks to their mobile app and any time thanks to their mobile app and any time thanks to their mobile app and they have over 60 of these courses and they have over 60 of these courses and they have over 60 of these courses few enough that you know they're really few enough that you know they're really few enough that you know they're really working on making each one amazing while working on making each one amazing while working on making each one amazing while many enough that they feature all the many enough that they feature all the many enough that they feature all the major stem subjects that you'd want to major stem subjects that you'd want to major stem subjects that you'd want to learn I think it's so cool that you can learn I think it's so cool that you can learn I think it's so cool that you can learn such big complex subjects learn such big complex subjects learn such big complex subjects independently at your own pace so if you independently at your own pace so if you independently at your own pace so if you agree you can try everything brilliant agree you can try everything brilliant agree you can try everything brilliant has to offer free for a full 30 Days by has to offer free for a full 30 Days by has to offer free for a full 30 Days by visiting brilliant.org Wendover or click visiting brilliant.org Wendover or click visiting brilliant.org Wendover or click the button on screen the first 200 of the button on screen the first 200 of the button on screen the first 200 of you will get 20 off Brilliance annual 
[22:15]
you will get 20 off Brilliance annual you will get 20 off Brilliance annual premium subscription