This week, CEO Bob Jordan wrote a letter apologizing to customers about the chaos and offered those impacted 25,000 frequent-flier points, which is equivalent to about $300. These are in addition to customers' reimbursements and refunds. However, many customers say they are now facing delays on the airline's website when trying to apply the points to their account.
A Southwest passenger is suing the airline over its failure to provide refunds.who was one of the hundreds of thousands of passengers who were affected by Southwest's cancelation of more than 16,000 flights last week.
It alleges that Southwest did not provide passengers with other flights or quick refunds as it halted more than half its operations. The airline's tickets, however, include a contract of carriage which empowers passengers with a full refund, if they can't be accommodated with the next available flight.However, some experts say it's a little too late.
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