Schiff Demands Answers from Southwest Airlines on Compensating Passengers, Workers Amid Service Meltdown
Today, Congressman Adam Schiff (D-Burbank) sent a letter to Southwest Airlines CEO Bob Jordan requesting information on how the company will address the extraordinary disruptions to its services over the past week – including by financially compensating passengers whose travel plans were ruined.
“Many thousands of people have been stranded, had family plans disrupted, been negatively impacted by missing work, or been forced into dangerous situations trying to reach their final destinations. There is no denying that a massive winter storm disrupted air travel across the country, but other airlines have been able to get back on track and rebook their customers. Not Southwest,” Schiff said in the letter. “That’s unacceptable, and this type of situation must never happen again.”
On Wednesday, Southwest cancelled more than 2,500 flights, compared to less than 40 flights each by Delta, American, and United Airlines. Over the past week, Southwest canceled more than 14,500 flights – more than 50 percent of its normal services.
“This has been an unmitigated nightmare for many of my constituents this holiday season. It has also cost families hundreds and thousands of dollars at a time when prices are still rising. Families and impacted individuals must be compensated, and we cannot afford to let this to happen again,” Schiff continued.
Specifically, Schiff is asking Southwest to share its plans for:
- Financially compensating all affected passengers – including those who could not be rebooked, those who were forced to rebook flights with other airlines at inflated prices, and those who were forced to incur additional expenses for lodging, meals, and transportation;
- Upgrading its outdated technology and scheduling systems to prevent future mass disruptions; and
- Compensating Southwest workers who were overextended by extreme working conditions, unreasonable demands, and ruined plans.
To read the full letter, click here or read the full text below:
Dear Mr. Jordan,
I write today regarding the enormous financial hardships thousands of American families — including my constituents in California — have faced over the holidays due to an extraordinary number of flight cancellations by Southwest Airlines.
Many thousands of people have been stranded, had family plans disrupted, been negatively impacted by missing work, or been forced into dangerous situations trying to reach their final destinations. There is no denying that a massive winter storm disrupted air travel across the country, but other airlines have been able to get back on track and rebook their customers. Not Southwest.
As of Wednesday, Southwest was still cancelling up to 62 percent of all flights, or 2,500 flights. Since the Friday before Christmas, more than 14,500 Southwest Airlines flights have been cancelled.
That’s unacceptable, and this type of situation must never happen again. Southwest must make amends by not only rebooking customers, but by also providing fair compensation for affected customers for their cancelled flights, incurred expenses like car rentals, hotels and meals, and ruined holidays.
As part of our ongoing oversight efforts and to be able to answer my constituents’ concerns, I request your assistance with the following questions:
- Will Southwest provide full monetary refunds to all customers who have been affected by the airline’s cancellations, not just those who cannot be rebooked? Many of my constituents were forced to book emergency flights with other airlines at their own cost, so at minimum, their Southwest flights should be refunded.
- Will Southwest provide additional financial compensation to all affected customers, not just for their flights, but for hotels, meals and transportation costs, and other incurred expenses?
- Will Southwest commit to upgrading its outdated systems by the end of the year to ensure a meltdown like this does not happen again?
- Finally, how will Southwest make this right by its workers — many of whom publicly stated their desire to stand up new flights with their crews — and will you commit to working with the appropriate unions to provide just compensation? While much of the focus has been on those whose flights have been cancelled, workers too have faced hardship with ruined Holidays and stranded days.
This has been an unmitigated nightmare for many of my constituents this holiday season. It has also cost families hundreds and thousands of dollars at a time when prices are still rising. Families and impacted individuals must be compensated, and we cannot afford to let this happen again.
Thank you for your prompt attention to this matter, and I look forward to your response.
Sincerely,
Adam B. Schiff
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