They point out that the company, which plans to give out $428 million in dividends next year, "can afford to do right by the consumers it has harmed." Richard Blumenthal of Connecticut and Edward Markey of Massachusetts are demanding that the carrier give travelers cash to compensate for their inconvenience. Many are now calling on Southwest to do more than apologize. Jordan said in his video address that "the tools we use to recover from disruption serve us well 99% of the time, but clearly we need to double down on our plans to upgrade systems for these extreme circumstances so that we never again face what's happening now." We've talked an awful lot about modernizing the operation, and the need to do that," CEO Bob Jordan said in an internal message on Sunday that was reported by several media outlets and the flight attendants' union. "Part of what we're suffering is a lack of tools. The company also blames a lack of technology. "We anticipate additional changes with an already reduced level of flights as we approach the coming New Year holiday travel period," the company's statement noted. Jordan said he was "optimistic" that the airline would be "ostensibly back on track before next week." "We're focused on safely getting all of the pieces back into position to soon end this rolling struggle." "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," Jordan added. In a video statement Tuesday, CEO Bob Jordan said that many of the carrier's planes and crews were "out of position in dozens of locations." This forced daily changes to our flight schedule at a volume and magnitude that still has the tools our teams use to recover the airline operating at capacity," the statement said. "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. In a statement Monday that opened with "heartfelt apologies," Southwest said that its geography made it "uniquely" vulnerable to the storm, with half of the airports in which it flies affected by winter weather. Tayfun Coskun / Anadolu Agency via Getty Images Passengers lined up by the Southwest Airlines counter at San Francisco International Airport on Dec. before they can get us on a flight - if they can get us on a flight," he said. "This morning we got here at 4:30 for a 7:05 flight, we looked it up, and oh it had just been canceled," he said, gesturing to a line snaking in front of the Southwest service counter. Instead, the four spent the holidays in a hotel after their flight was canceled, Bauzon told CBS affiliate WKMG, and were back at the airport on Monday - where they continued to wait. Traveler Michael Bauzon and his family planned on flying out of Orlando International Airport on Friday to return home to Indianapolis in time for Christmas on Sunday. "As more information becomes available the Department will closely examine whether cancellations were controllable and whether Southwest is complying with its customer service plan as well as all other pertinent DOT rules," the department said in a statement. Up to a 9.The federal Department of Transportation on Monday said it would investigate the meltdown, saying it was "concerned by Southwest Airlines' disproportionate and unacceptable rate of cancellations and delays as well as the failure to properly support customers experiencing a cancellation or delay.".Fly for free on any open seat on all domestic Southwest ® flights (your eligible dependents fly, too).Starting pay of $17.94/hour with opportunities for overtime and shift pick-ups Opportunities are available to support our English and Spanish speaking Customers. Our Representatives communicate with Customers by telephone to provide information regarding fares, schedules, routes, flights, and space availability for upcoming travel. Whether supporting our amazing Customers or Fellow Employees at Southwest Airlines ®, our Customer Support & Services (CS&S) Representatives always answer the call! CS&S Representatives provide Legendary Customer Service to connect People to what's most important in their lives.
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