The Dallas-based airline has more than 3,000 people working on getting reimbursements out to customers stranded by nearly 17,000 canceled flights.
, Southwest Airlines CEO Bob Jordan addressed where the company stands in reimbursing and returning luggage to travelers whose holiday plans were disrupted during the airline’s holiday meltdown.We’ve done 90% or so in terms of refunds completed and we’re handling those in roughly three days. The Department of Transportation requirement is seven business days. We actually wrote some automation very early on so there’s a bot running that automatically handles the request on simpler cases.
The third area is reimbursements and we’re absolutely leaning into our customers on alternative flights, rental cars, hotel rooms, all the things that you would expect. They’re more complicated because you have receipts.We processed over 30,000 Thursday. We’ll move through all those reimbursement requests in a few weeks.I could talk all day about how unique the event was, but at the end of the day, we messed up for our customers and we messed up for our employees. And it’s a big deal.
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