The firm says the factors can be utilized towards future flights.
DALLAS — Southwest Airlines customers who had been affected by the 1000’s of cancellations final week had been greeted by an apology electronic mail on Tuesday.
The electronic mail contained a message from CEO Bob Jordan and a code for 25,000 in reward factors, or roughly $300, that can be utilized towards future flights.
“Our Purpose has always been to connect our Customers to what’s important in their lives. And this holiday season, as you made plans with us to do just that, we fell short. For that, please accept my personal apology,” Jordan mentioned within the message.
A mixture of weather-related occasions and outdated expertise led to a meltdown on the Dallas-based firm throughout a busy journey interval between Christmas and New Year’s.
Southwest in the end canceled about 15,000 flights by way of final week. There had been large baggage points all through the U.S., and customers had been additionally left stranded at airports.
In Tuesday’s apology electronic mail, Jordan affirmed that refunds, reimbursements and misplaced baggage are nonetheless being dealt with “with great urgency.”
“I know that no amount of apologies can undo your experience,” Jordan mentioned. “… I am so grateful for you and want to thank you in advance for trusting us as we work to restore confidence and deliver on our promise to you.”
According to Southwest, the 25,000 Rapid Rewards points don’t have any blackout dates and by no means expire. However, the particular codes given to every affected buyer have to be claimed by March 31, 2023, or else the codes will expire.
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