(NewsNation) — A passenger is suing Southwest Airways for failing to offer him a refund after his household’s flights have been canceled.
Southwest canceled thousands of flights after winter climate snarled air travel and the airline’s systems were unable to cope, main the corporate to do a reset with fewer than half of its flights working.
Passengers say the airline didn’t refund them or rebook them rapidly, as it’s mandated to do by regulation. The person who filed the proposed class motion lawsuit stated the airline only offered credits for the flights he and his daughter have been meant to take.
Southwest stated folks booked on flights from Dec. 24 to Jan. 2 that have been canceled or “considerably” delayed obtained the 25,000 factors. It has not disclosed what number of passengers have been booked on these flights.
CEO Bob Jordan additionally wrote an apology letter launched by the airline.
“I do know that no quantity of apologies can undo your expertise,” Jordan wrote. He added the airline is performing “with nice urgency” to course of refunds, return misplaced luggage and deal with requests for reimbursement of prices incurred by stranded vacationers.
The lawsuit says Southwest’s own customer service guidelines say it should give a refund to passengers whose flights have been delayed or canceled.
Department of Transportation guidelines additionally state airways should refund passengers for canceled or “considerably delayed” flights. Southwest is already being investigated by the DoT for the excessive charge of cancellations.
The Related Press contributed to this report.