Southwest Airlines scrubbed thousands of flights again Tuesday in the aftermath of the massive winter storm that wrecked Christmas travel plans across the U.S., and the federal government said it would investigate why the company lagged so far behind other carriers.
A day after most U.S. airlines had recovered from the storm, Dallas-based Southwest called off about 2,600 more flights on the East Coast by midafternoon. Those flights accounted for more than 80% of the 3,000 trips that got canceled nationwide Tuesday, according to tracking service FlightAware.
And the chaos seemed certain to continue. The airline also scrubbed 2,500 flights for Wednesday and nearly 1,200 for Thursday as it tried to restore order to its mangled schedule.
At airports with major Southwest operations, customers stood in long lines hoping to find a seat on another flight. Some tried to rent cars to get to their destinations sooner. Others found spots to sleep on the floor. Luggage piled up in huge heaps.
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SOUTHWEST APOLOGIZES
The airline issued a public apology Tuesday afternoon, saying it recognized it had fallen short.
"Our heartfelt apologies for this are just beginning," the airline said in a release. "We’re working with safety at the forefront to urgently address wide-scale disruption by rebalancing the airline and repositioning crews and our fleet ultimately to best serve all who plan to travel with us. We were fully staffed and prepared for the approaching holiday weekend when the severe weather swept across the continent, where Southwest is the largest carrier in 23 of the top 25 travel markets in the U.S. This forced daily changes to our flight schedule at a volume and magnitude that still has the tools our teams use to recover the airline operating at capacity."
HOW IT HAPPENED
The problems began over the weekend and snowballed Monday, when Southwest called off more than 70% of its flights.
That was after the worst of the storm had passed. The airline said many pilots and flight attendants were out of position to work their flights. Leaders of unions representing Southwest pilots and flight attendants blamed antiquated crew-scheduling software and criticized company management.
Casey Murray, president of the Southwest Airlines Pilots Association, said the airline failed to fix problems that caused a similar meltdown in October 2021.
“There is a lot of frustration because this is so preventable,” Murray said. “The airline cannot connect crews to airplanes. The airline didn’t even know where pilots were at.”
Murray said managers resorted this week to asking pilots at some airports to report to a central location, where they wrote down the names of pilots who were present and forwarded the lists to headquarters.
ATTENTION IN WASHINGTON
U.S. Sen Maria Cantwell, chair of the Senate Committee on Commerce, Science and Transportation, said Tuesday that airline customers "deserve strong protections."
“The problems at Southwest Airlines over the last several days go beyond weather," a statement from Cantwell's office read. "The Committee will be looking into the causes of these disruptions and its impact to consumers. Many airlines fail to adequately communicate with consumers during flight cancellations. Consumers deserve strong protections, including an updated consumer refund rule.”
Lyn Montgomery, president of the Transport Workers Union representing Southwest flight attendants, was scheduled to talk later Tuesday with Transportation Secretary Pete Buttigieg, who has criticized airlines for previous disruptions and is now taking an interest in Southwest’s woes.
“I’m taking it to the highest level — that is how done we are,” said the frustrated Montgomery. “This is a very catastrophic event.”
Buttigieg’s office confirmed that he planned to speak with Montgomery, but declined further comment on the mess at Southwest.
Late Monday, the Transportation Department tweeted that it would examine “Southwest’s unacceptable rate of cancellations” and whether the airline was meeting its legal obligation to help stranded customers.
Southwest spokesman Jay McVay said the cancellations snowballed as storm systems moved across the country, leaving flight crews and planes out of place.
“So we’ve been chasing our tails, trying to catch up and get back to normal safely, which is our number one priority, as quickly as we could,” he told a news conference late Monday in Houston. “And that’s exactly how we ended up where we are today.”
LINGERING EFFECTS
Bryce Burger and his family were supposed to be on a cruise to Mexico departing from San Diego on Dec. 24, but their flight from Denver was canceled without warning. The flight was rebooked through Burbank, California, but that flight was canceled while they sat at the gate.
“Just like my kids’ Christmas sucks. It’s horrible,” Burger said Tuesday by phone from Salt Lake City, where the family decided to drive after giving up the cruise.
The family’s luggage is still at the Denver airport, and Burger doesn’t know if he can get a refund for the cruise because the flight to California was booked separately.
Burger’s call logs show dozens of unsuccessful attempts to reach Southwest over two days. The company did respond to a tweet he sent. He said they offered him and his family each a $250 voucher.
The size and severity of the storm created havoc for many airlines, although the largest number of canceled flights Tuesday were at airports where Southwest is a major carrier, including Denver, Chicago Midway, Las Vegas, Baltimore and Dallas.
Spirit Airlines and Alaska Airlines both canceled about 10% of their flights, with much smaller cancellation percentages at American, Delta, United and JetBlue.
In upstate New York, Buffalo Niagara International Airport — close to the epicenter of the storm — remained closed Tuesday.
Kristie Smiley planned to return home to Los Angeles until Southwest canceled her Tuesday flight, so she waited at the Kansas City airport for her mother to pick her up. Southwest can’t put her on another plane until Sunday, New Year’s Day. She called other airlines, but the cheapest flight she could find was $4,000.
“Now they are, like, on it, you know — capitalizing on it,” Smiley said. She still doesn’t know what to think of Southwest.
“They like acted like (Tuesday’s flight) was going to go until they started saying, ‘Oh, five more minutes. Oh, 10 more minutes.’ I’m not sure what’s up with them. It seems a little off.”
