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Southwest Airlines CCO Makes SECOND Humiliating Apology - Thousands of Customers Left MORE Confused

Southwest Airlines issued a second apology late Wednesday as customers in the US continue to experience mass delays and cancellations on their holiday travel plans.

In a video message from the airline’s commercial director, Ryan Green, the executive assured passengers stranded without their luggage that they will be able to ‘send information on how to receive this bag at no cost to you’.

As of Thursday morning, Southwest had canceled 2,357 flights – 58% of its daily schedule and 96% of all canceled travel in the US today.

The company’s Friday roster, however, may be in slightly better shape, as only 39 of its flights have been canceled so far. Company leaders told employees Wednesday night that it expects to have its full schedule restored by Friday.

COO Andrew Watterson told employees, ‘Right now it looks like a pretty smooth operation as we will enter this transition tomorrow to allow us to resume operations on Friday on our normal schedule, which is a huge step forward.’

Stranded Southwest passengers look for luggage at Chicago Midway Airport on December 28, 2022

Stranded Southwest passengers look for luggage at Chicago Midway Airport on December 28, 2022

Commercial Director Ryan Green, the executive assured passengers stranded without their luggage that they will be able to 'send information on how to receive that bag at no cost to you'

Commercial Director Ryan Green, the executive assured passengers stranded without their luggage that they will be able to ‘send information on how to receive that bag at no cost to you’

Mass baggage cemeteries, wait times and unhappy customers could spell the end of the efficient airline that many Americans have long preferred.

Mass baggage cemeteries, wait times and unhappy customers could spell the end of the efficient airline that many Americans have long preferred.

In an apology video that was released at about the same time as Waterson’s message, Green said he wanted to “talk to every person troubled by our challenges.”

“My personal apologies on behalf of myself and everyone at Southwest Airlines for all of this,” he said, noting that the airline is doing “everything we can and working day and night to mend our relationship with you.”

“All the flexibility and planning we put in to deal with the storm wasn’t enough,” he continued, referring to the winter storm that brought the company to a close.

He explained that the company has programmed its website so that, in the next few days, customers who want to reschedule their flights “do not have to answer a call or stand in line”.

A Flight Aware Misery map shows the most cancellations this week in Chicago and Dallas

A Flight Aware Misery map shows the most cancellations this week in Chicago and Dallas

‘If you are still waiting for a grant, you can submit information on how to receive that grant at no cost to you.

“You can submit a full refund request for any canceled flights, and if you have any travel expenses due to the disruption, you can submit receipts directly on our website,” he said.

‘My personal apologies are the first step towards making things right after many plans have changed and experiences have fallen short of your expectations of us. We’re continuing to work to make up for that, and you’ll hear more about it soon.’

Meanwhile, some airlines have begun capping prices on travel to and from select cities, while Southwest passengers desperately try to rebook their flights.

CNN reported that United and American Airlines will implement the price cap to help stranded passengers reach their destinations.

American’s price cap notification arrived as frustrated passengers posted screenshots of domestic flights skyrocketing to more than $2,000 as they tried to rebook their trip.

“We’re doing our part to help get people where they need to be and we’re putting a cap on fares for select cities,” American tweeted.

A worker (upper right) is seen trying to sort through a pile of unclaimed baggage cordoned off by electrical tape at the Southwest Terminal in St.  Louis

A worker (upper right) is seen trying to sort through a pile of unclaimed baggage cordoned off by electrical tape at the Southwest Terminal in St. Louis

Southwest’s hubs in Denver and Chicago have been particularly hard hit by the deluge of cancellations as the company extends self-service options for customers to rebook flights.

In his video, Green noted that “the flexibility and planning we put in to deal with the storm wasn’t enough” — an excuse customers apparently stopped buying days ago.

One Twitter user responded to the video, ‘Are you STILL blaming the storm?’

While extreme winter weather disrupted US travel plans in the days leading up to Christmas, most airlines and other travel service companies were able to straighten out their schedules as soon as the weather allowed.

More than 60% of Southwest flights were canceled on Wednesday and 58% of Thursday flights were also canceled

More than 60% of Southwest flights were canceled on Wednesday and 58% of Thursday flights were also canceled

A baggage claim is robbed at Louis Armstrong New Orleans International Airport on Dec. 27 as passengers on canceled flights try to reclaim their property.

A baggage claim is robbed at Louis Armstrong New Orleans International Airport on Dec. 27 as passengers on canceled flights try to reclaim their property.

Passengers at New York's LaGuardia Airport are stranded as Southwest continues its nightmare week of cancellations and delays

Passengers at New York’s LaGuardia Airport are stranded as Southwest continues its nightmare week of cancellations and delays

Several reports indicated that the southwest collapse was triggered by an antiquated system that became overheated in the days following the storm.

In response, the company canceled the vast majority of its flights for several days in an attempt to restart operations.

In the company’s most recent announcement, Green tells customers they will be able to rebook their seats without paying additional fees until Jan. 2.

Customers will also be able to request reimbursement for their canceled flights and reimbursement of most travel expenses accrued due to cancellations or long delays.

Those who have been separated from their luggage can now complete an online form to expedite the reunification process.

Southwest canceled flights accounted for 96% of all U.S. flight cancellations on Thursday

Southwest canceled flights accounted for 96% of all U.S. flight cancellations on Thursday

Weary travelers in Tennessee await any news after their canceled flights

Weary travelers in Tennessee await any news after their canceled flights

On Tuesday, Southwest CEO Bob Jordan apologized via video message for the company’s collapse that has impacted thousands.

He told customers that the thousands of flights canceled this week were part of an effort to reset the company’s faulty system and get things up and running again over the weekend.

In a separate memo to company employees, Jordan discussed the issue of old technology causing the problem.

‘Part of what we’re suffering from is the lack of tools. We talked a lot about modernizing the operation and the need to do that,” he wrote.

He added that Southwest is keen to invest in “improving its systems,” but noted that immediate problems require “faster” solutions.

Administration officials, including US Transportation Secretary Pete Buttigieg, said on Wednesday that their department will keep a close eye on the airline as it tries to “rebuild trust” with its passengers.

He described the wave of post-Christmas cancellations as a ‘collapse’, before saying he would like to see Southwest passengers ‘adequately compensated’ not just for their canceled flights, but for hotel bookings and all other costs associated with delays. on trips.

Buttigieg confirmed that he had spoken with the company’s executive leadership and used the opportunity to “remind” company executives of “their customer service commitments.”

He said Jordan and his team intend to go “beyond the letter of their customer service plan” and that the DOT will remain vigilant to “ensure this actually happens.”

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