![]() Southwest said it is working to "address the wide-scale disruption" by repositioning its crew and planes, which were all in the wrong spots. ![]() "And our heartfelt apologies for this are just beginning." "With consecutive days of extreme winter weather across our network behind us, continuing challenges are impacting our customers and employees in a significant way that is unacceptable," Southwest said in a statement posted online. This should be something that they're proactively offering," he added.Īngry Southwest customers took to Twitter on Monday, sharing their frustrations over the delays, cancellations and long hold times to speak to customer service agents. "As I made clear to the CEO, you shouldn't have to request it. "It's a shocking and unacceptable level of disruption combined with passengers being unable to get anybody on the phone to help them, and the airline indicating that they're actually not able to fully keep track of where their own flight crews are."īuttigieg said passengers are entitled to refunds when their flights are canceled and that additional accommodations - like covering the cost of food, ground transportation and hotels - should be provided in this specific scenario. With Southwest, it's more in the neighborhood of 60 or 70%," Buttigieg said. ![]() "Cancellation rates across the system for all of the other airlines together are averaging about 5%. Transportation Secretary Pete Buttigieg told ABC News Live Prime on Tuesday that Southwest must repair its relationship with passengers and crew. "And, unfortunately, our customers are bearing the brunt of it," Murray added. Biden urged those who have been affected by cancellations to visit the Department of Transportation website to see if they're entitled to compensation. President Joe Biden tweeted that his administration is "working to ensure airlines are held accountable" amid the changes. Passengers are being encouraged to buy flights on other airlines to get to their destinations before the new year. Southwest have stopped selling tickets on flights coming up in the next few days. Southwest is now doing a "reset" by moving some crews and planes around the country without passengers to get them into place and restart operations. "We're focused on safely getting all of the pieces back into position to end this rolling struggle," he said. Southwest is "significantly reduc" its number of flights over the next few days," Jordan added, in the hope that things will "be back on track before next week." "We build our flight schedule around communities, not hubs, so we are the largest airline in 23 of the top 25 travel markets in the U.S., cities where large numbers of scheduled flights simultaneously froze as record bitter cold brought challenges for all airlines," he said.
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