In a video statement released Tuesday, Southwest CEO Robert Jordan apologized for the airline’s struggle to operate during the busy holiday travel week.
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"Where most airlines saw their performance start to improve, Southwest has actually moved in the other direction," Secretary Buttigieg said."You got passengers who are stranded, you got passengers who can't get ahold of customer service. It's an unacceptable situation and Southwest needs to step up."
Secretary Buttigieg said at a minimum, there should be cash refunds for canceled flights and compensations for hotel stays and food purchases. "I reached out to Secretary Buttigieg earlier today to continue the discussions we've been having with the DOT through the holiday - sharing all the things that we're doing to make things right for our customers," Jordan said."The tools we use to recover from disruption serve us well, 99% of the time," Jordan said.
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