Southwest Still on the Hook for 2022 Holiday Meltdown — and Will Now Provide New Vouchers for Delayed, Canceled Flights
30.04.2024 - 19:05
/ travelandleisure.com
/ Pete Buttigieg
/ Bob Jordan
/ Airlines
Southwest Airlines' settlement terms with the Department of Transportation (DOT) are kicking in — leading to future customers receiving compensation if they experience a significant flight delay.
As part of the settlement sparked from the airline’s 2022 holiday meltdown, Southwest has agreed to award $75 or more in transferrable vouchers to travelers who reach their destination at least three hours late due to an airline-caused disruption or cancellation, according to the DOT.
The airline quietly launched the compensation program on April 16, and has already heard from a few thousand customers, Reuters reported. The effort is part of the airline’s agreement to establish a $90 million reserve fund for future flight delays and cancellations.
“After the 2022 holiday meltdown, our department held Southwest Airlines accountable — and now the airline is required to compensate passengers for lengthy delays and cancellations that they cause,” U.S. Transportation Secretary Pete Buttigieg said in a statement. “We're pleased to bring these benefits to passengers, and further show the flying public that the Biden-Harris Administration has their back.”
Going forward, Southwest is required to award the vouchers when a flight is canceled or delayed within seven days of the scheduled departure date.
Travelers are not entitled to a voucher if the delay is caused by something like weather.
To request a voucher, passengers must fill out an online form. Travelers must submit their request within one year of their delayed or canceled flight. The vouchers will be transferable and valid for at least one year after the date of issuance, according to the DOT.
A representative for Southwest did not immediately respond to a request for comment on the program from Travel + Leisure.
The program is required to last for three years, Reuters noted, but Southwest CEO Bob Jordan told the wire service consumer programs «rarely change or go away.»
In December, the DOT issued a record $140 million fine against Southwest following the 2022 holiday travel meltdown, which saw thousands of flights canceled and passengers stranded. The DOT also said Southwest was financially responsible for at least $750 million, including refunds and future compensation.
The start of the program comes as the DOT issued a new rule detailing when airlines owe travelers a refund.