Southwest Airlines struggles to get back on track as cancellations loom
Southwest Airlines continues to struggle to get back on track following a major winter storm that impacted much of the country.
The carrier announced Wednesday that it canceled another 2,500 flights creating even more chaos for passengers.
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Some travelers have been stranded at Charlotte Douglas International Airport for days.
“I find it very disconcerting,” said Ivan Cavanaugh, whose luggage ended up in Boston. “No one is going to help us. There are no answers ... I was just told to come back to the airport the next day to get my bag.”
Cavanaugh never made it to his final destination. He has been stranded in Charlotte for the last two days with his wife, two small kids and their puppy.
He said he has never been through anything like this, and communication is sparse.
“No one has answers. There’s no communication, really, and I find it very difficult,” he said. “At least give people answers about something.”
There have been about 8,000 cancellations since Monday with Southwest causing most of the problems.
The airline said weather, IT infrastructure and the Southwest point-to-point flight system are to blame.
Point-to-point makes them more vulnerable to widespread problems.
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The hub-and-spoke system, which is used by most other major carriers, helps isolate problems.
“Our plan to fly a reduced schedule and reposition our people and planes is making headway,” said Bob Jordan, CEO of Southwest Airlines.
With relief for Southwest days away, U.S. Transportation Secretary Pete Buttigieg has called the meltdown unacceptable and promises to hold the airline accountable. He also said customer service must improve across all airlines.
Southwest makes up 88% of all canceled flights in the U.S.
A spokesperson said passengers should keep all hotel, car rental and meal receipts, and promises to reimburse them for expenses.
Know your rights as a passenger
If the airline cancels your flight, legally, you’re entitled to a refund, which includes all the fees that went with it.
If your flight has a significant delay, you’re entitled to a refund. However, it’s not clear what counts as significant.
If the flight issues force you to pay extra money, including for a hotel or rental car, you’re not entitled to reimbursement.
If you cancel your trip, you only get money back if you bought a refundable ticket.
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