Airlines executives offered a mix of explanation and apology as they laid the blame for the chaotic holiday travel season on Mother Nature.
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They first learned their application had failed around Dec. 9 and tried to find contingencies before announcing the cancellations on Dec. 29, the committee heard. The complaints ranged from cancelled flights to passengers trying to recoup costs they incurred out of pocket, MPs heard.Article contentStranded passengers in Mexico told the media they were shuffled between hotels and struggled to get answers from the airline about when they might be able to get home.
“We have heard you and others and from our guests, specifically, that our guest communication was lacking. So we’re going to do a better job of that,” Gibbons said.
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