(NEXSTAR) – Southwest claims it will be extending a “gesture of goodwill” to clients affected by the cancellation of thousands of flights very last weekend.
“In these conditions, we do our best to make matters appropriate, and we are operating directly with Consumers who have been impacted by modern disruptions presenting our apology and a gesture of goodwill,” a spokesperson for the airline verified in an emailed assertion.
Southwest declined to depth what these “gestures” would entail, specifically. But on Twitter, Southwest and its buyers have indicated that the airline was sending vouchers — known as “LUV Vouchers” — for potential vacation with Southwest Airlines, in amounts of up to $250.
Not anyone appeared to be so pleased with the guarantee of vouchers, nonetheless. Some Twitter consumers complained of not being able to get in contact Southwest to get their vouchers at all, when some others complained that vouchers were not enough to compensate for the bills they incurred though making an attempt to locate meals, resorts and alternate modes of transportation.
Other buyers on Twitter have complained that they had however to be refunded for their canceled itineraries. According to Southwest’s individual shopper support policy, buyers are suitable for refunds if the airline cancels a flight — just as all major carriers are needed to do, for every the Section of Transportation (DOT). A consultant for Southwest even more confirmed that eligible buyers should ask for a refund, or else they merely keep their travel cash to set towards a upcoming excursion.
However, Southwest consumers who request refunds may possibly not see the money for months. Southwest’s Consumer Assistance Motivation claims refunds will be processed in just 7 business enterprise days of requests, and credit rating card companies could just take an further 10 days to put up it to customers’ accounts.
On the other hand, airways are not necessary to reimburse passengers for charges incurred outside of the price of the tickets, which implies that charges for things like foods, lodging and floor transportation are not the responsibility of the carrier. Southwest, on the other hand, has confirmed to United states Currently that it will make a decision on reimbursement in selected cases.
The Southwest representative who spoke with Usa Today also claimed that all afflicted passengers would be getting vouchers instantly, by means of e-mail, but noted that the email messages may be delayed due to the fact of the “number of buyers we are processing.”
Southwest commenced canceling thousands of flights very last weekend, blaming weather conditions disruptions and “other external constraints,” but denying that the delays were brought about by personnel who experienced staged “sickouts” to protest Southwest’s vaccination specifications.
Southwest started to resume additional regular operations midweek.
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