Southwest Airlines has provided bonus frequent flyer miles to prospects impacted by the provider’s latest widespread cancellations and ongoing misplaced baggage woes because it tries to revive its broken repute.
In an e mail to prospects Tuesday and obtained by FOX Enterprise, Southwest CEO Bob Jordan stated the provide of 25,000 Speedy Rewards factors price upward of $300 was a “gesture of goodwill,” asking that the recipients “please settle for my private apology.”
Southwest emphasised in an e mail to FOX Business that the bonus factors are along with prospects’ reimbursements and refunds on flights and incidental bills associated to their latest journey disruptions. The corporate additionally famous that the provide was despatched to prospects whose flights have been scheduled to function between Dec. 24 and Jan. 2 however have been canceled or considerably delayed greater than three hours.
“I do know that no quantity of apologies can undo your expertise,” Jordan wrote within the provide to prospects. “For many who have requested refunds, reimbursements and/or are ready to be reunited with misplaced bag(s), these processes are being dealt with with nice urgency, and we respect your persistence.”
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Apparently, prospects have been fast to take Southwest up on its provide. A number of complained on social media of lengthy on-line wait instances to redeem the factors, pointing to a message on Southwest’s web site saying it was “experiencing a excessive quantity of site visitors and utilizing a digital queue to restrict the quantity of customers on the web site on the similar time.”
One of many people tweeted, “Hey @SouthwestAir I respect your Speedy Reward bonus factors gesture e mail despatched as we speak however I’m now having Xmas airport [post-traumatic stress syndrome] via your web site too.”
Others expressed gratitude for the gesture, saying Southwest had been conscious of their travel troubles.
“So @SouthwestAir, along with refunding the price of our flights, giving us every $150 vouchers for future journey and refunding the $495 it price to ship the automotive we borrowed to get house again to Las Vegas simply despatched an e mail awarding every of us 25,000 frequent flier factors!” one other Twitter person wrote. “Kudos!”
Southwest canceled greater than 14,500 flights between Dec. 23 and Dec. 28 after its operations melted down following a Christmas weekend storm, leaving hundreds of passengers stranded in airports over the vacations.
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The airline has since restored its normal schedule, however it’s nonetheless working to reunite many purchasers with baggage displaced through the fiasco.
“Given the dimensions of the disruption, it’s taking a bit longer than regular,” Southwest advised FOX Enterprise Tuesday.
