The US Department of Transportation said it is investigating. "The Department will examine whether cancellations were controllable and if Southwest is complying with its customer service plan."Ī spokesperson sent ABC affiliate KTRK the following statement: "USDOT is concerned by Southwest's unacceptable rate of cancellations and delays & reports of lack of prompt customer service," the agency tweeted. "The rate of cancellations and delays on Southwest Airlines is unacceptable and dramatically higher than other U.S. (Tuesday) afternoon, Secretary Buttigieg spoke with the CEO of Southwest Airlines and conveyed that he expects the airline to live up to the commitments it has made to passengers, including providing meal vouchers, refunds, and hotel accommodations for those experiencing significant delays or cancelations that came about as a result of Southwest's decisions and actions. Southwest, as all airlines, is also obligated to provide a cash refund for passengers whose flights were canceled and decided not to travel. The Secretary also spoke with union leaders that represent Southwest's flight attendants and pilots. They conveyed to him that many flight attendants and pilots are stranded alongside passengers, sleeping on cots or having to book their own hotel rooms. The Department will take action to hold Southwest accountable if it fails to fulfill its obligations and we will stay engaged with Southwest Airlines to make sure the airline does not allow a situation like this to happen again." He also conveyed to Southwest's CEO that he expects Southwest to do right by their pilots and flight attendants-and all their workers- in these situations.
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