Southwest Airlines CEO Bob Jordan, who apologized in December 2022 after the flight carrier canceled more than 15,000 flights over the Christmas holiday period, is offering 25,000 frequent-flyer points to travelers who were affected by the ordeal.
According to a screenshot of an email Jordan sent out to travelers impacted by the cancelations and posted to Twitter by the Points Guy’s Zach Griff, the 25,000 points are a “gesture of goodwill” and have a value of more than $300.
The extra points are available to those who had flights canceled or delayed for more than three hours between Dec. 24, 2022, and Jan. 2, 2023. The points have no expiration or blackout date and can be used for future travel or other items such as gift cards and merchandise.
The bonus air miles are in addition to refund and reimbursement for expenses.
Southwest has said it would reimburse affected passengers for “reasonable expenses” such as last-minute hotel stays, food, or alternative transportation arrangements, although the reimbursements may take several weeks to arrive in customers’ pockets.
“Our Purpose has always been to connect our Customers to what’s important in their lives,” Jordan wrote in the email.
“And this holiday season, as you made plans with us to do just that, we fell short. For that, please accept my personal apology.
“I know that no amount of apologies can undo your experience. For those who have requested refunds, reimbursements and/or are waiting to be reunited with your lost bag(s), those processes are being handled with great urgency and we appreciate your patience.”
Jordan also noted that the travel chaos began after severe weather over the holiday weekend period, which then transitioned into “other operational challenges.”
Over 15,000 Flights Canceled
Southwest Airlines canceled more than 15,000 flights over the holiday travel week as a powerful storm hit much of the United States, sometimes amounting to 60 percent of the airline’s daily schedule.The carrier largely resumed normal operations on Dec. 30, several days after other airlines were able to recover from the storm relatively quickly. However, many passengers are still waiting to have misplaced luggage returned to them.
Passenger Sues
Jordan’s email to customers comes after Southwest Airlines was sued on Dec. 30 by a passenger who claims the flight carrier failed to provide refunds to passengers left stranded over the holiday period and is in breach of contract.In a proposed class action filed in New Orleans federal court, Eric Capdeville claimed that the airline had promised to reimburse passengers for expenses but that he and his daughter were instead offered only credit after their Dec. 27 flight to Portland, Oregon, from New Orleans was canceled, and they were unable to book alternative travel.
Capdeville is seeking damages for passengers on Southwest flights canceled since Dec. 24, and who didn’t receive refunds or expense reimbursements.
