Southwest apologizes, gives customers frequent-flier points

Southwest Airlines is trying to make travelers who were caught in its surge of canceled flights over the holidays feel a bit better about the airline by giving them 25,000 frequent-flier points.

The airline says the points are worth more than $300 in flights.

Southwest included the offer in a letter—another apology for the meltdown—from CEO Bob Jordan.

“I know that no amount of apologies can undo your experience,” Jordan wrote. He added the airline is acting “with great urgency” to process refunds, return lost bags and handle requests for reimbursement of costs incurred by stranded travelers.

Dallas-based Southwest canceled more than 15,000 flights between Dec. 22 and Dec. 30, according to tracking service FlightAware. The flight disruptions began with a winter storm that swept across the country. While other airlines recovered after a couple of days, Southwest continued to struggle with crews and airplanes that were stranded far from where they were supposed to be.

Southwest said people booked on flights from Dec. 24 to Jan. 2 that were canceled or “significantly” delayed received the 25,000 points. It has not disclosed how many passengers were booked on those flights.

Please enable JavaScript to view this content.

Story Continues Below

Editor's note: You can comment on IBJ stories by signing in to your IBJ account. If you have not registered, please sign up for a free account now. Please note our updated comment policy that will govern how comments are moderated.

6 thoughts on “Southwest apologizes, gives customers frequent-flier points

    1. “All points codes must be claimed prior to expiration on 3/31/2023.”

      Points don’t expire.

    2. So asked another way … you have to ”do something” to get your points by the end of March, but once you do that, the points don’t expire?

  1. That’s a pittance for the inconvenience, lost opportunity, and possibly lost wages from taking time off work that people may have incurred. What a joke!

    1. It’s on top of reimbursement for canceled flights and alternate travel plans that people made.

{{ articles_remaining }}
Free {{ article_text }} Remaining
{{ articles_remaining }}
Free {{ article_text }} Remaining Article limit resets on
{{ count_down }}