Crofton, Md. — The U.S. Department of Transportation said Monday it will examine Southwest Airlines for compliance with its customer service policies after the Dallas-based company canceled thousands of flights the day after Christmas .
In a message on Twitter, the U.S. Department of Transportation said it was “concerned by reports of Southwest Airlines’ unacceptable rate of cancellations and delays and lack of timely customer service.”
USDOT is concerned by reports of Southwest’s unacceptable cancellation and delay rates and lack of timely customer service. The department will examine whether cancellations are manageable and whether Southwest is adhering to its customer service plan.
— TransportationGov (@USDOT) December 27, 2022
The tweet also included a link to Southwest Airlines customer service plan.
Southwest canceled nearly 3,000 flights on Monday, about 70% of its fleet, more than any other airline.National airport customers complain Long lines to reschedule flights and unanswered calls to Southwest Airlines customer service phone numbers.
airline issued an apology It also acknowledged on Monday “continuing challenges” affecting customers and staff in “unacceptably significant ways”.
“Our sincere apology for this is just the beginning,” the statement added.
Southwest’s statement said its crew and fleet are being repositioned “to best serve all those who plan to travel with us.”
The airline said it was ready for the holiday weekend, but the winter storm “forced us to make daily flight schedule changes of the magnitude and magnitude that our teams still have the tools to restore the airline to full capacity.”
Southwest went on to say it would “try to do what’s right for those who let us down,” including its employees.
“We recognize our shortcomings and sincerely apologize,” the statement concluded.