DoT Wants Southwest to Pay Refunds Within 60 Days
The Department of Transportation says it is acting on thousands of complaints by Southwest Airlines customers after its end-of-year holiday meltdown. The agency “has sent every complaint directly to Southwest” and has asked the airline to provide substantive responses to each within 60 days.
Southwest sent out an apology of 25,000 points to many customers last week and has also said that it will reimburse reasonable expenses. But they have been slow at doing so, and even has refused to in some cases, offering only vouchers instead. One passengers has filed a lawsuit.
“Since the Southwest meltdown, DOT has received thousands of consumer complaints about Southwest — including complaints about lack of ticket refunds and reimbursements for services when a traveler was stranded,” a DOT spokesperson said in a statement. “No amount of financial compensation can fully make up for passengers who missed moments with their families that they can never get back, but DOT will continue to work to ensure that Southwest takes care of its customers.”
The DOT suggest that affected Southwest customers file a refund request with Southwest Airlines first. If you don’t get a timely response, then they you should file a complaint with DOT.
