‘I’m truly sorry’: Southwest CEO offers apology after thousands of cancellations
Southwest Airlines Cancels Thousands Of Flights Across U.S. HOUSTON, TEXAS - DECEMBER 27: Travelers wait at George Bush Intercontinental Airport on December 27, 2022 in Houston, Texas. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Brandon Bell/Getty Images) (Brandon Bell/Getty Images)
ByLauren Silver, Cox Media Group National Content Desk
In a video statement Tuesday, the CEO of Southwest offered an apology to travelers after the airline canceled thousands of flights over the busy holiday weekend.
“I’m truly sorry,” CEO Robert Jordan said in a video posted to Southwest’s website. “I want everyone who is dealing with the problems we’ve been facing, whether you haven’t been able to get where you need to go or you’re one of our heroic employees caught up in a massive effort to stabilize the airline, to know that we’re doing everything we can to return to a normal operation.”
In the video, Jordan blamed the bitter cold that accompanied a winter storm that impacted most of the United States for hampering operations. “Our network is highly complex, and the operation of the airline counts on all the pieces, especially aircraft and crews remaining in motion to where they’re planned to go. … After days of trying to operate as much of our full schedule across the busy holiday weekend, we reached a decision point to significantly reduce our flying to catch up.”
U.S. Transportation Secretary Pete Buttigieg told CNN’s Wolf Blitzer that the airline had “melted down” on Tuesday and pledged to hold the airline accountable.
“I made clear that our department will be holding them accountable for their responsibilities to customers, both to get them through this situation and to make sure that this can’t happen again.”
USDOT is concerned by Southwest’s unacceptable rate of cancellations and delays & reports of lack of prompt customer service. The Department will examine whether cancellations were controllable and if Southwest is complying with its customer service plan.
More than half of the 5,102 flight cancellations reported within, into or out of the United States on Tuesday were Southwest flights, according to FlightAware.
Passengers won’t see relief from Southwest soon: the airline canceled 2,500 flights for Wednesday and nearly 1,400 for Thursday, The Associated Press reported.
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Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers wait for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: A massive amount of unclaimed luggage is gathered at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: A massive amount of unclaimed luggage is gathered at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: The arrivals board shows cancelled flights at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: A massive amount of unclaimed luggage is gathered at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights HOUSTON, TEXAS - DECEMBER 27: Travelers wait at George Bush Intercontinental Airport on December 27, 2022 in Houston, Texas. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Brandon Bell/Getty Images) (BRANDON BELL/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Stranded travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: A massive amount of unclaimed luggage is gathered at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: A massive amount of unclaimed luggage is gathered at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
Passengers stranded, bags pile up as Southwest cancels flights CHICAGO, IL - DECEMBER 27: Travelers search for their luggage at the Southwest Airlines Baggage Claim at Midway Airport on December 27, 2022 in Chicago, Illinois. A snowstorm and severe cold front that hit Chicago before the holiday weekend stranded many travelers and their luggage. Southwest Airlines has canceled approximately 5,400 flights in less than 48 hours due to a variety of issues including this year’s historic winter storm and scheduling complications involving crew members. On Monday, Southwest had 10 times more flights canceled than Delta Airlines, which had the second most cancellations nationwide this holiday season. (Photo by Jim Vondruska/Getty Images) (Jim Vondruska/Getty Images)
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