![]() In the Sunday night message to employees, Jordan said, "We need to be able to produce solutions faster." He said the airline is "committed to and invested in" improving its systems. One of the replies in part read: "Stop blaming the WEATHER! Had to buy a first class ticket on another airline but it TOOK OFF ON TIME! You still have our luggage with medication inside! Can't get through on the phone!" Ripple effects at Southwest The airline also says, "those whose flights have been canceled may request a full refund or receive a flight credit, which does not expire."Ī tweet from Southwest directing customers to self-service options had more than 1,000 replies - many of them angry - around 6 p.m. However, Southwest told CNN it is "fully staffed to answer calls." Some of the airports seeing the biggest issues have been Denver, Chicago Midway, Baltimore/Washington, Dallas Love Field, Nashville and Las Vegas.Ĭalls made Monday afternoon by CNN to Southwest's customer service did not go through, so customers couldn't even get in the queue to speak to a representative. On the other side of this, we'll work to make things right for those we've let down, including our Employees." "We're working with Safety at the forefront to urgently address wide-scale disruption. "With those cancellations and as a result, we end up with flight crews and airplanes that are out of place and not in the cities that they need to be in to continue to run our operations." ![]() "As the storm continued to sweep across the country, it continued to impact many of our larger stations and so the cancellations just compiled one after another to 100 to 150 to 1,000," Jay McVay said at a news conference at Houston's William P. out of place'Ī spokesperson for Southwest blamed the recent winter storm for the cancellations. One passenger told CNN her family was on the phone for 10 hours with Southwest. On social media, customers are complaining loudly about long lines to speak with representatives, problems with lost bags and excessive wait times or busy signals on the airline's customer service telephone lines. We've talked an awful lot about modernizing the operation, and the need to do that." Jordan told employees, "Part of what we're suffering is a lack of tools. At one point, the airline canceled around 300 flights in the span of a half hour Monday afternoon.Īnd it looks like the Southwest pain will spread into Tuesday. The Dallas-based airline had canceled 71% of its flights - just over 2,900 total - as of 10:10 p.m. ![]() carriers have canceled nearly as many flights or as much of their schedule as Southwest. ET Monday, according to flight tracking website FlightAware, while almost 8,200 flights had been delayed.īut Southwest accounts for a whopping share of those. More than 3,900 flights within, into or out of the US had already been canceled by 10:50 p.m. ![]() LOS ANGELES - Last week's winter weather travel mess is lingering like a vicious hangover into this week - and the headaches have been migraine-proportioned for Southwest Airlines, its CEO Bob Jordan, airline employees and most of all its frustrated passengers on Monday. More than half of all Southwest flights at the Los Angeles International Airport were canceled as of Tuesday morning. ![]()
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