Scores of Southwest Airlines travelers slept at airports, spent hours on the phone trying to get a customer service agent, scrambled to find alternative flights and shelled out money for alternative transportation to their destinations — or back home.
, and the federal government has said it will launch an investigation into why Southwest is so far behind.
Smith, a high school basketball coach, was among 19 travelers in his program who left Salt Lake City on Monday bound for a tournament in Long Beach, California. They tried to make a connection in Nevada, but the team's flight was scrapped because of weather and staffing issues, he said. “You should have seen the rental car line, it was insane,” Smith said. “I try to be a positive individual. The kids are all together. We are a team. … It’s just been a bad situation. My kids have done a very good job of staying positive and going with the flow.
“It’s a snowball effect for us,” she said. “This affects a lot of things. It’s a lot of money. I had to pay for those three [return] flights out of pocket. Now I am frustrated and I need to, at some point, get a hold of Southwest.”when their flights get canceled in order to keep costs down and possibly retain some form of compensation.offered its “heartfelt apologies” to customers Tuesday.
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