(NEXSTAR) – Southwest claims it will be extending a “gesture of goodwill” to prospects affected by the cancellation of hundreds of flights very last weekend.
“In these situations, we do our ideal to make factors ideal, and we are working specifically with Buyers who have been impacted by current disruptions supplying our apology and a gesture of goodwill,” a spokesperson for the airline verified in an emailed statement.
Southwest declined to detail what these “gestures” would entail, exclusively. But on Twitter, Southwest and its clients have indicated that the airline was sending vouchers — recognized as “LUV Vouchers” — for potential vacation with Southwest Airways, in quantities of up to $250.
Not all people appeared to be so content with the promise of vouchers, nonetheless. Some Twitter customers complained of not currently being in a position to get in speak to Southwest to get their vouchers at all, even though others complained that vouchers have been not ample to compensate for the expenditures they incurred when seeking to discover meals, accommodations and alternate modes of transportation.
Other prospects on Twitter have complained that they experienced nevertheless to be refunded for their canceled itineraries. According to Southwest’s individual shopper support coverage, buyers are eligible for refunds if the airline cancels a flight — just as all significant carriers are necessary to do, for every the Office of Transportation (DOT). A representative for Southwest additional confirmed that eligible prospects must request a refund, if not they just retain their travel resources to put toward a long run excursion.
Even now, Southwest customers who request refunds may well not see the cash for weeks. Southwest’s Consumer Services Commitment says refunds will be processed inside 7 company days of requests, and credit history card corporations may well just take an additional 10 times to post it to customers’ accounts.
On the other hand, airlines are not needed to reimburse travellers for fees incurred outside the house of the price tag of the tickets, which implies that fees for issues like meals, lodging and ground transportation are not the accountability of the carrier. Southwest, even so, has verified to United states Right now that it will choose on reimbursement in certain cases.
Southwest representatives on Twitter have also been telling influenced visitors that they can direct-concept the firm to talk about additional grievances to “take a nearer look” or “discuss” their issues.
The Southwest representative who spoke with United states of america Nowadays also claimed that all influenced passengers would be finding vouchers mechanically, through e mail, but observed that the email messages may be delayed due to the fact of the “number of customers we are processing.”
Southwest started canceling 1000’s of flights past weekend, blaming climate disruptions and “other exterior constraints,” but denying that the delays have been prompted by personnel who experienced staged “sickouts” to protest Southwest’s vaccination demands.
Southwest commenced to resume more typical operations midweek.