“We realise we have more work to do as we set out on the path to recover our Customers’ faith, loyalty, and trust.”
Southwest Airlines is making a goodwill gesture by giving passengers who were inconvenienced by the upheaval during Christmas week a bonus of 25,000 points while the company works to resolve outstanding luggage difficulties and reimbursements.
Customers who had their flights cancelled or considerably delayed from December 24 to January 2 and who chose not to rebook or travel received the Rapid Rewards points, Southwest said Travel + Leisure.
Southwest sent a statement to T+L that said in part, “We are very sorry for disrupting many of our Customers’ travel and holiday plans throughout the recent holiday travel week.” “We realise we have a lot of work ahead of us as we set out on the path to reestablish the faith, loyalty, and trust of our Customers. It’s a Our Southwest Family has never been more dedicated to the crucial requirement of providing our Customers with the warm hospitality and dependability, and this is a passionate quest.
A CNN reporter said on Twitter that the company claimed the points were worth more than $300 in basic fares. However, it’s important to note that customers also shared their complaints on social networking sites about the online queue that they had to wait in after receiving an email about their newfound points, which for one customer was almost an hour.
Southwest’s newest apology for the Christmas week debacle, which resulted in hundreds of flights being cancelled during one of the busiest travel periods of the year, is the given miles. Southwest’s CEO Bob Jordan apologised for the issues last week and said the airline “substantially” cut back on its schedule to “catch up.”
Southwest has since also offered to Customers will receive refunds for both unused tickets and “fair hotel accommodations, food, and ground transportation charges.” Additionally, customers may file online baggage claims.
Southwest said on Tuesday that it was on pace and had a 99.1% system completion rate from Dec. 30 to Jan. 1. “Nearly all baggage delayed over the last holiday travel week to be sent or delivered by midweek,” the company stated.
