Press "Enter" to skip to content

Massive Southwest Airlines disruption leaves customers stranded and call centers swamped

(CNN) — Last week’s winter weather travel mess is lingering like a hangover into this week — and the headaches are migraine-proportioned for Southwest Airlines and its frustrated passengers on Monday.
More than 3,200 flights within, into or out of the US had already been canceled by 2:30 p.m. ET Monday, according to flight tracking website FlightAware, while almost 5,000 flights had been delayed.
But Southwest accounts for a whopping share of those.
The Dallas-based airline has canceled more than half of its flights — more than 2,300 total flights — as of 2:30 p.m. Monday, according to FlightAware.
On social media, customers are complaining about long lines to speak with representatives, problems with lost bags and excessive wait times or busy signals on the airline’s customer service telephone lines.
‘Disruptions across our network’
In a statement to CNN, Southwest Airlines said it is “experiencing disruptions across our network as a result of (the winter storm’s) lingering effects on the totality of our operation.”
Some of the airports seeing the biggest issue are Denver, Las Vegas, Chicago Midway, Baltimore/Washington, and Dallas Love Field where Southwest operates.
Calls to Southwest’s customer service attempted Monday afternoon by CNN did not go through, so customers couldn’t even get in the queue to speak to a representative. Southwest told CNN it is “fully staffed to answer calls.”
The airline also says, “those whose flights have been canceled may request a full refund or receive a flight credit, which does not expire.”
Meanwhile, in hard-hit western New York, Buffalo International Airport said in its most recent tweet that it plans to resume passenger flights at 11 a.m. ET Tuesday.
The temperature at the airport was 18 degrees Fahrenheit around 2 p.m. ET, with light snow falling on top of the huge amounts the area has already seen.
Bad road conditions
Road travel remained treacherous in parts of the US because of extreme wintry conditions.
In New York state’s western Erie County, emergency restrictions on driving were lifted in some communities but remained in place in Buffalo, County Executive Mark Poloncarz said Monday.
“The City of Buffalo is impassable in most areas, while mains may have a lane open for emergency traffic or two, most secondaries as well as side streets have not been touched yet,” Poloncarz said.
He added that the cleared main roads are primarily for the use of life-saving measures to open up areas around hospitals and nursing homes.
A rough past week
A winter storm that swept across the US was ill-timed for travelers who had started pushing Christmas week flying numbers back toward pre-pandemic levels.
On Christmas Day, there were 3,178 flights canceled and 6,870 flight delayed, according to FlightAware.
On Christmas Eve, there were a total of 3,487 flights canceled, according to FlightAware.
Friday was the worst day of this streak with 5,934 cancellations, while Thursday saw almost 2,700 cancellations.
This megablast of winter weather across the eastern two-thirds of the nation is forecast to slowly moderate this week.
The post Massive Southwest Airlines disruption leaves customers stranded and call centers swamped appeared first on East Idaho News.

Be First to Comment

    Leave a Reply

    Your email address will not be published. Required fields are marked *

    %d bloggers like this: