Transportation Sec. Buttigieg meets with Southwest Airlines over cancellations [Video]

WHAT YOU NEED TO KNOW:

• The Department of Transportation looked into Southwest Airlines’ “unacceptable rate of cancellations” and “lack of prompt customer service.”
• Sec. Pete Buttigieg reminded CEO Bob Jordan of its previous commitments to customer service.
• The department also reminded passengers that they are entitled to vouchers, hotel accommodations, and other means of compensation.

Transportation Secretary Pete Buttigieg met with Southwest Airlines CEO Bob Jordan to remind the company of its “responsibilities to customers” after its “unacceptable” cancellation rates and poor customer service amid the holiday chaos.

Buttigieg told CNN‘s Wolf Blitzer on Tuesday that he reminded Southwest of its previous commitments last summer to “take care of customers” impacted by delays and cancellations, and that the department would hold the company accountable.

Buttigieg told CNN, “The CEO pledged to me that they will not only meet but they will exceed the customer service standards and commitments that they have made to us in the past and that we’re in a position to enforce.”

The massive winter storm caused thousands of flight cancellations over the holidays. Buttigieg pointed out that Southwest had an “unacceptable” level of cancellation, having canceled 2,900 flights — 70% of its total flights. 

On Monday, the DOT announced that they would investigate “Southwest’s unacceptable rate of cancellations and delays & reports of lack of prompt customer service,” as well as “whether cancellations were controllable and if Southwest is complying with its customer service plan.”

Southwest told Insider that their scheduling tools, which some airline staff described as outdated, partly caused the cancellations.

The airline urged customers to “submit receipts to be considered for reimbursement,” adding that they have coordinated with hotels “in some situations.”

The DOT linked the airlines’ customer service plan on Twitter.

The plan outlined the following:

• Southwest will provide ticket refunds or rebook passengers on the next available flight to their destination for free.
• For circumstances within the airline’s control, meal vouchers, lodging, transportation vouchers, or “reasonable” reimbursement for such expenses can be arranged upon request.
• For circumstances beyond the airline’s control, discounts can be arranged for lodging near the airport.

Source: Insider