Southwest Airlines
Photograph ©2022 by Brian Cohen.
Brian Cohen·
News
··16 min read

Passenger Sues Southwest Airlines For Not Providing Refunds After Operations Meltdown

Well, that was fast — but expected.

A passenger is suing Southwest Airlines with breach of contract on the grounds that the company failed to provide refunds for passengers who were stranded during its meltdown in late December of 2022, which began with with its operations being substantially impacted by a historic winter storm event.

Passenger Sues Southwest Airlines For Not Providing Refunds After Operations Meltdown

Southwest Airlines
Photograph ©2022 by Brian Cohen.

The lawsuit was filed on Friday, December 30, 2022 in the United States District Court, Eastern District of Louisiana by Eric Capdeville, who is seeking damages after reportedly receiving only a credit to his daughter and himself after their flight from Portland in Oregon to New Orleans was canceled; and he was unable to secure alternative travel to return home to Marrero in Louisiana. The case is Capdeville versus Southwest Airlines Company number 22-05590.

Although other airlines have experienced their share of irregular operations due to the weather, Southwest Airlines was significantly worse than any of them.

The chief commercial officer of Southwest Airlines apologized on Wednesday, December 28, 2022 in response to the airline suffering an epic meltdown of its operations throughout its system as a result of:

  • The lingering effects of the winter storms
  • Problems with connecting members of flight crews to their schedules, as that issue resulted in difficulty for employees of the airline to access crew scheduling services and get reassignments
  • Outdated flight scheduling software

“We’ve let our Customers and Employees down, and we pledge to do everything we can to make it right” is what Ryan Green posted to the official Twitter account of Southwest Airlines. “If you still need assistance rearranging your travel, getting a refund, or tracking down your luggage, please visit https://www.southwest.com/traveldisruption/”

Included with that message is a video in which he apologizes on behalf of himself and Southwest Airlines.

Passengers who incurred “reasonable” expenses as a result of the irregular operations — meals, lodging, and alternate modes of transportation as three examples — may submit receipts to Southwest Airlines in the hopes of recovering at least some of them…

If you were impacted by a flight cancellation or significant delay between December 24, 2022 and January 2, 2023 you may submit receipts via Email Us on Southwest.com®. Using the Email Us link takes you to a support page where you may enter the required information on the Expense Reimbursement Request form then follow the ‘Next’ prompt. Please attach copies of your expenses for review. We will honor reasonable requests for reimbursement for meals, hotel accommodations, and alternate transportation (for example: rental cars and tickets on other airlines).

…but despite Southwest Airlines promising to reimburse passengers for “reasonable” expenses — what that means exactly remains unclear — in addition to processing refunds of the purchase of airfare after greater than 15,000 flights were canceled during the irregular operations, Capdeville claims to have not received any refunds or expense reimbursements.

Additionally, some passengers are reportedly receiving e-mail messages with the title “A message from Southwest CEO Bob Jordan” and codes which can be redeemed for 25,000 Rapid Rewards points, which is supposedly a goodwill gesture in addition to the refunds and reimbursements of expenses.

Southwest Airlines is the fourth largest airline in the United States; but the airline actually is the largest carrier in the United States in terms of domestic flights…

…and as a result of all of the cancellations and delays of flights, thousands of passengers and their luggage were delayed or stranded all over the United States — some of them for as many as five days.

This is a partial list of the operations of Southwest Airlines of which flights were canceled and delayed during the last week of December of 2022:

  • 13 flights were canceled and 737 more flights were delayed with Southwest Airlines on Saturday, December 31, 2022
  • 43 flights were canceled and 1,064 more flights were delayed with Southwest Airlines on Friday, December 30, 2022
  • 2,362 flights were canceled and 313 more flights were delayed with Southwest Airlines on Thursday, December 29, 2022
  • 2,510 flights were canceled and 428 more flights were delayed with Southwest Airlines on Wednesday, December 28, 2022
  • 2,694 flights were canceled and 1,053 more flights were delayed with Southwest Airlines on Tuesday, December 27, 2022
  • 2,909 flights were canceled and 777 more flights were delayed with Southwest Airlines on Monday, December 26, 2022

Final Boarding Call

Southwest Airlines
Photograph ©2022 by Brian Cohen.

The operations of Southwest Airlines had basically returned to normal by the end of 2022 — but not before the damage had already been done to its reputation. Some customers are complaining that the airline still has not compensated them for the irregular operations which occurred in October of 2021.

This lawsuit might be premature, as the process of reimbursement of the “reasonable” expenses of affected passengers by Southwest Airlines could take as many as several weeks — but it does have the potential for a class-action lawsuit.

If you were directly affected by the recent meltdown of the irregular operations of Southwest Airlines, ensure that you have all of your receipts so that you have a better chance of having your claims fulfilled.

In case you need them to support your case of compensation, the press releases which were issued by Southwest Airlines during the meltdown of its operations systemwide are listed in their entirety for posterity after the conclusion of this article. Click on the title of each press release to see its official source.

Lastly, the following links are to articles which were published here at The Gate — including those of the historic winter event which launched what would be a catastrophic mess of the operations of Southwest Airlines systemwide:

All photographs ©2022 by Brian Cohen.

Southwest Airlines Returns to Normal Operations

Southwest Airlines is operating our normal schedule on Friday, Dec. 30. We appreciate the dedicated work of the Southwest Team to restore our schedule, and we anticipate minimal disruptions for the weekend.

Once again, we value the continued patience and support of our valued Customers, and we apologize for the inconveniences of the past week. If needed, we offer several methods for Customers to seek support from us:

Customers affected through the operational disruption can find additional assistance at: https://www.southwest.com/traveldisruption/.

Those specifically needing assistance reuniting with baggage can find information here: https://www.southwest.com/baginfo/

We look forward to the opportunity to address any needs of our Customers over the coming days as we strive to return to our previous level of Southwest Hospitality and reliability.

CEO Bob Jordan Interview | ABC News: Good Morning America

CEO Bob Jordan’s interview on Good Morning America, Friday, Dec. 30, highlighted latest updates as Southwest Airlines returned to normal operations.

    • We’re making investments in our operational areas. Like always, there’ll be lessons learned from this and we’ll continue to make more investments.
    • There’s no greater focus beyond safety than taking care of our customers. We’re offering refunds, covering expenses. We’ll be going back out with even more after that.
    • Our desire is to go above and beyond. We always take care of our customers. That’s our 51 year history here. Southwest Airlines will be looking at and taking care of things like rental cars, hotel rooms, meals, booking customers on other airlines sold. That will all be part of what we’re covering here as we reimburse our customers and make good on this issue.
    • This has impacted so many people, so many customers over the holidays. It’s impacted our employees. And I’m extremely sorry for that. There’s just no way almost to apologize enough, because we love our customers, we love our people, and we really impacted their plans.
    • We already had a great plan to invest in tools and technology and processes, as we always do, but there’ll be a lot of lessons learned in terms of what we can do to make sure that this never happens again because this needs to never happen again.

Southwest Airlines Continues Recovering from Operational Challenges

Dec. 29, 2022 Update:
While Southwest continues to operate roughly one third of its schedule for Thursday, Dec. 29, we plan to return to normal operations with minimal disruptions on Friday, Dec. 30.

We are encouraged by the progress we’ve made to realign Crew, their schedules, and our fleet. With another holiday weekend full of important connections for our valued Customers and Employees, we are eager to return to a state of normalcy.

We know even our deepest apologies – to our Customers, to our Employees, and to all affected through this disruption – only go so far.

We’ve set up a page at Southwest.com/traveldisruption for Customers to submit refund and reimbursement requests for meals, hotel, and alternate transportation; as well as to connect Customers to their baggage.

We have much work ahead of us, including investing in new solutions to manage wide-scale disruptions.

We aim to serve our Customers and Employees with our legendary levels of Southwest Hospitality and reliability again very soon.

Dec. 27, 2022 Update:
With consecutive days of extreme winter weather across our network behind us, continuing challenges are impacting our Customers and Employees in a significant way that is unacceptable.

And our heartfelt apologies for this are just beginning.

We’re working with Safety at the forefront to urgently address wide-scale disruption by rebalancing the airline and repositioning Crews and our fleet ultimately to best serve all who plan to travel with us.

We were fully staffed and prepared for the approaching holiday weekend when the severe weather swept across the continent, where Southwest is the largest carrier in 23 of the top 25 travel markets in the U.S. These operational conditions forced daily changes of an unprecedented volume and magnitude to our flight schedule and the tools our teams use to recover the airline remain at capacity.

This safety-first work is intentional, ongoing, and necessary to return to normal reliability, one that minimizes last-minute inconveniences. As we continue the work to recover our operation, we have made the decision to continue operating a reduced schedule by flying roughly one third of our schedule for the next several days. And we’re working to reach Customers whose travel plans will change to offer specific information and available options, also available at Southwest.com/traveldisruption.

Our Employees and Crews scheduled to work this holiday season are showing up in every single way. We are beyond grateful for that. Our shared goal is to take care of every single Customer with the Hospitality and Heart for which we’re known.

On the other side of this, we’ll work to make things right for those we’ve let down, including our Employees.

With no concern higher than ultimate Safety, the People of Southwest share a goal to take care of each and every Customer. We recognize falling short and sincerely apologize.

Southwest Airlines CCO Ryan Green – Customer Assistance

A message from Southwest® Chief Commercial Officer Ryan Green offers ways to submit receipts for travel expenses incurred in disrupted travel, to request a refund for canceled or significantly delayed flights, and to share information to help us deliver delayed bags free of charge.

Video: Southwest Airlines CEO Bob Jordan Issues Update

Dec 27, 2022

I want everyone who is dealing with the problems we’ve been facing, whether you haven’t been able to get to where you need to go or you’re one of our heroic Employees caught up in a massive effort to stabilize the airline, to know is that we’re doing everything we can to return to a normal operation.

And please also hear that I’m truly sorry.

Here’s why this giant puzzle is taking us several days to solve. Southwest is the largest carrier in the country, not only because of our value and our values, but because we build our flight schedule around communities, not hubs. So, we’re the largest airline in 23 of the top 25 travel markets in the U.S.

Cities where large numbers of scheduled flights simultaneously froze as record bitter cold brought challenges for all airlines.

Our network is highly complex and the operation of the airline counts on all the pieces, especially aircraft and crews remaining in motion to where they’re planned to go. With our large fleet of airplanes and flight crews out of position in dozens of locations. And 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.

We’re focused on safely getting all of the pieces back into position to end this rolling struggle. You know, I have nothing but pride and respect for the efforts of the people of Southwest who are showing up in every way. The tools we use to recover from disruption serve us well, 99 percent of the time; but 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.

I’m apologizing to them daily and they’ll be hearing more about our specific plans to ensure the challenges that they’ve faced the past few days will not be part of our future.

I reached out to Secretary Buttigieg earlier today to continue the discussions we’ve been having with the DOT through the holiday – sharing all the things that we’re doing to make things right for our Customers.

We always take care of our Customers. And we will lean in and go above and beyond as they would expect us to. Teams are working on all of that: processing refunds, proactively reaching out and taking care of Customers who are dealing with costly detours and reroutes, as just a few examples. Our plan for the next few days is to fly a reduced schedule and reposition our people and planes, and we’re making headway and we’re optimistic to be back on track before next week.

We have some real work to do in making this right. For now, I want you to know that we’re committed to that.

Dec 24, 2022

See also

Southwest Airlines Working to Recover from Operational Challenges: Update 6 – Dec 26, 2022

With consecutive days of extreme winter weather across our network behind us, continuing challenges are impacting our Customers and Employees in a significant way that is unacceptable.

And our heartfelt apologies for this are just beginning.

We’re working with Safety at the forefront to urgently address wide-scale disruption by rebalancing the airline and repositioning Crews and our fleet ultimately to best serve all who plan to travel with us.

We were fully staffed and prepared for the approaching holiday weekend when the severe weather swept across the continent, where Southwest is the largest carrier in 23 of the top 25 travel markets in the U.S. These operational conditions forced daily changes of an unprecedented volume and magnitude to our flight schedule and the tools our teams use to recover the airline remain at capacity.

This safety-first work is intentional, ongoing, and necessary to return to normal reliability, one that minimizes last-minute inconveniences. As we continue the work to recover our operation, we have made the decision to continue operating a reduced schedule by flying roughly one third of our schedule for the next several days. And we’re working to reach Customers whose travel plans will change to offer specific information and available options, also available at Southwest.com/traveldisruption.

Our Employees and Crews scheduled to work this holiday season are showing up in every single way. We are beyond grateful for that. Our shared goal is to take care of every single Customer with the Hospitality and Heart for which we’re known.

On the other side of this, we’ll work to make things right for those we’ve let down, including our Employees.

With no concern higher than ultimate Safety, the People of Southwest share a goal to take care of each and every Customer. We recognize falling short and sincerely apologize.

Southwest Airlines Monitors Winter Storm Elliott: Update 5 – Dec. 24, 2022
We continue to proactively manage and update our operational plan and flight schedules in response to Winter Storm Elliott, and we are grateful for the support of our Employees as we work to stabilize our network. With more than half of the airports where we operate in the continental U.S. under duress from the storm, Southwest is uniquely affected given our size and structure.

As it remains a very dynamic situation, we don’t have specific numbers to share on flight disruptions, but the storms have forced thousands of cancellations throughout our network. We appreciate our Customers’ patience and apologize for inconveniences as we work to get them to their destinations as quickly and safely as possible this holiday. Customers are encouraged to confirm their flight status at Southwest.com or on the Southwest app.

Southwest Monitors Winter Storm Elliott: Update 4 – Dec. 23, 2022
We continue to proactively manage and update our operational plan and flight schedules in response to Winter Storm Elliott. With more than half of the airports where we operate in the continental U.S. under duress from the storm, Southwest has been uniquely effected given our size and structure.

As it remains a very dynamic situation, we don’t have specific numbers to share on flight disruptions, but the storms have forced hundreds of cancelations throughout our network. We appreciate our Customers’ patience and apologize for inconveniences as we work to get them to their destinations as quickly and safely as possible this holiday. Customers are encouraged to confirm their flight status at Southwest.com or on the Southwest app.

Southwest Monitors Winter Storm Elliott: Update 3 – Dec. 22
Southwest continues to alter its operational plan as Winter Storm Elliott affects a number of airports in our Network.

Challenging working and travel conditions, especially in Denver and Chicago, have resulted in disruptions to Southwest’s nearly 12,000 scheduled flights Wednesday, Dec. 21 through Friday, Dec. 23.

Most of these disruptions were proactive schedule adjustments to ensure safe operations, to protect the integrity of the entire Southwest Network, and to limit prolonged exposure in dangerous working conditions. However, the changing operational environment and treacherous conditions led to additional later cancellations.

Customers are encouraged to confirm their flight status at Southwest.com or in the Southwest app.

We apologize for inconveniences as our Team works to get Customers to their destinations as quickly and safely as possible. Customers traveling to, from, or through airports listed in our travel advisory may voluntarily change their travel plans within 14 days of the originally scheduled departure.

We’ll continue to provide updates on SWAMedia.com as our operational plan evolves.

Southwest Monitors Winter Storm Elliott: Update 2 – Dec. 21
As Winter Storm Elliott marches eastward, Southwest has implemented operational adjustments to its schedule through Dec. 23.

The Safety of Employees and Customers is Southwest’s top priority and proactive schedule adjustments aim to ensure safe operations, protect the integrity of the entire Southwest Network, and limit subjecting our People to dangerous working conditions.

We have reduced operations at some airports we serve, primarily Denver and Chicago Midway. Of the nearly 8,000 scheduled flights for both Thursday, Dec. 22 and Friday, Dec. 23, Southwest has canceled about 500 flights.

Customers are encouraged to confirm their flight’s status at Southwest.com or the Southwest app. We apologize for inconveniences as our Team works to get Customers to their destinations as quickly and safely as possible.

A travel advisory remains active for scheduled travel beginning Tuesday, Dec. 20 and continuing through Monday, Dec. 26. Customers traveling to, from, or through airports listed in the advisory may voluntarily change their travel plans within 14 days of the originally scheduled departure.

We’ll provide updates via SWAMedia.com as our operational plan evolves.

Southwest Airlines Monitors Winter Storm Elliott: Update 1
Southwest Airlines is monitoring the development and forecast of Winter Storm Elliott and has offered increased flexibility to Customers across a wide swath of our Network.

Based on the current forecast, a travel advisory is active for scheduled travel beginning Tuesday, Dec. 20 and continuing through Monday, Dec. 26. Customers traveling to, from, or through airports listed in the advisory may voluntarily change their travel plans within 14 days of the originally scheduled departure.

Southwest never charges fees to change or cancel an existing reservation. The travel advisory waives any applicable fare difference for Customers who may be affected by Winter Storm Elliott and wish to alter their itineraries. Customers are encouraged to confirm their flight’s status at Southwest.com or through the Southwest app.

We’ll provide updates via SWAMedia.com as our operational plan evolves.

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