![]() ![]() The department is also in the process of reviewing a proposed rule that would require airlines to more clearly define under which circumstances passengers will receive refunds as well as issue refunds instead of non-expiring travel credits or vouchers if passengers cannot fly due to a communicable disease. Southwest, however, was not one of the six airlines. In November, the department announced enforcement actions that mandated six airlines, including Frontier, to refund more than $600 million to their customers. Larsen added he also will speak with Southwest pilots, flight attendants and customers about how to minimize disruptions in the future.ĭOT has already stepped up enforcement actions surrounding flight refunds. That same day, Buttigieg also met with union leaders and Jordan “to convey the Department’s expectation that Southwest meet its obligations to passengers and workers and take steps to prevent a situation like this from happening again.” 24 as “controllable,” “meaning reimbursement for incidental expenses,” Larsen wrote. ![]() 27 that Southwest told him it will deem all cancellations as of Dec. Rick Larsen, D-Wash., whom Democrats recently elected ranking member of the House Transportation and Infrastructure Committee, said in a tweet Dec. For delays not in its control, “we will rebook you on the next available Southwest flight … at no additional cost” or refund the ticket. According to the plan, the airline will offer meal vouchers for flight delays for over three hours that are in the airline’s control. 26 that it intended to investigate whether Southwest was following its customer service plan, which outlines the carrier’s reimbursement plan. The airline resumed normal operations on Dec. Southwest had to reduce its schedule by one-third to handle the situation, causing more chaos for passengers with cancellations scrambling to rebook their flights. Some passengers reported waiting five or more hours on Southwest’s customer service hotline. 27.ĭisgruntled Southwest passengers flooded social media with videos and stories of flight crews not showing up for rebooked flights, luggage becoming stranded in different airports and receiving few or no answers from its customer service personnel - if they were able to get through to them. Other airlines, including American, United, Delta and JetBlue, had about a 2 percent cancellation rate by Dec. 27 statement that it was “fully staffed and prepared for the approaching holiday weekend.” The carrier still blamed the severe weather for its operational issues, adding in a Dec. Although passengers were told to expect delays following the storm, Southwest was the only airline to suffer cancellation rates well above 50 percent in the days around Christmas, according to FlightAware data at the time. Cantwell added that she has spoken with Southwest CEO Bob Jordan as well as DOT Secretary Pete Buttigieg about the situation and intends to focus on strengthening consumer protections and airline operations.įederal investigations have singled out Southwest Airlines due to the carrier’s disproportionate cancellations and delays following a massive snowstorm over the holiday weekend. ![]()
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