COLUMBUS, Ohio — Many customers are wondering what their next step are if they’ve experienced inconveniences during the holiday season.
The Chief Executive Officer of Southwest Airlines issued a formal apology to customers after cancelling over 60% of their flights and moving to a reduced schedule.
“We’re doing everything we can to return to a normal operation,” said Bob Jordan. “Please also hear that I’m truly sorry.”
Many customers feel the apology is not enough and are looking for a remedy for the situation. According to the Better Business Bureau, airlines are required to alert travelers of any flight change within seven days of departure, and update any flight status within 30 minutes of a change.
Many customers have complained that their flights were delayed or cancelled just minutes before takeoff. Judy Dollision with the Central Ohio Better Business Bureau said that they are entitled to a full refund.
“Airlines will try to get you to accept a voucher in exchange for a refund and it’s important to know that no consumer is obligated to accept a voucher,” said Dollision. “You can always insist on a full refund.”
The U.S. Department of Transportation stated that they would be examining whether Southwest’s cancellations were controllable and if they were complying with its customer service plan.
“For reimbursements, our team will process as soon as they are able to, given the volume,” said Southwest. “Teams are finalizing a resource to provide additional assistance to customers with reuniting with lost or missing baggage.”
Dollison said that reimbursement claims can be difficult to navigate, because a “significant delay” is up to an airline’s discretion.
“Sometimes an airline would look at that on a case-by-case basis, depending on the length of the flight or the length of the delay, and will determine that you will get a refund, but it’s no guarantee,” said Dollison. “Even with the full refund on a cancelled flight, that does include extras like baggage fees that you’ve paid or a premium that you’ve paid for a selected seat. So, anything associated with the ticket price is also included in that refund, but it does not apply to anything related to hotels or to meals or transportation costs to a hotel.”
While flights are expected to be delayed and cancelled going into the new year, the BBB recommends looking into the flight protections offered by your credit card for a faster resolution.
“It’s always best to check with your credit card company first because they may have that traveler’s insurance or additional protections,” said Dollision. “That is something you want to know before you purchase the ticket.”
The central Ohio BBB recommends customers track their flights during this time and recommends cancelling or rescheduling if you can. The continued cancellations have caused a high demand for rental cars during the holiday season, as well.
