It's not the first time the DOT has threatened to crack down on the air industry's operational shortfalls. The Department will examine whether cancellations were controllable and if Southwest is complying with its customer service plan.- TransportationGov December 27, 2022 USDOT is concerned by Southwest’s unacceptable rate of cancellations and delays & reports of lack of prompt customer service. In an interview with PBS Newshour, Buttigieg described such practices as "unacceptable" and threatened to hold the airline to its own stated intentions. Others say they waited hours to speak to a Southwest representative on the phone. Some didn't know their flight had been canceled until they happened to check the status online. Passengers say lack of communication from the company has been especially frustrating. Jordan also said he's been in touch with Transportation Secretary Pete Buttigieg about Southwest's customer service commitments. "Clearly, we need to double down on our already existing plans to upgrade systems for these extreme circumstances so that we never again face what's happening right now." Department of Transportation promises to hold Southwest accountable "After days of trying to operate as much of our full schedule across the busy holiday weekend, we reached a decision point to significantly reduce our flying to catch up," he said. In a video statement, the airline's CEO, Bob Jordan, said Southwest is aiming to "be back on track before next week." Airports in Baltimore, Las Vegas, Nashville, Dallas, Phoenix and San Diego are all registering more than 80 departing flight cancellations from Southwest and other airlines. Travelers wait in line at the Southwest Airlines ticketing counter at Nashville International Airport after the airline cancelled thousands of flights on Tuesday.ĭenver International Airport and Chicago Midway International are registering the highest number of cancellations.īut lines of passengers hoping for a rebook are snaking around Southwest ticket counters from coast to coast. Southwest CEO admits a system upgrade is overdue Thursday isn't looking great either: 2,348 Southwest flights have already been taken off the departure boards. ET on Wednesday, Southwest had canceled 2,508 flights for the day, accounting for 62% of its scheduled flights, according to FlightAware. Yet Southwest Airlines, plagued by staffing shortages and an outdated scheduling system, is still paralyzed.Īs of 9:30 a.m. After canceling roughly 13,000 flights in the last few days, the airline is planning to remain on a reduced flying schedule for a few more days, its CEO said in a statement late Tuesday.Īll domestic airlines have returned to pre-storm delay and cancellation levels after being knocked off-kilter late last week by a severe winter storm.
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