'Our heartfelt apologies for this are just beginning,' the airline said, adding that it is working with safety at the forefront to urgently address the wide-scale disruption affecting Southwest travelers.
“USDOT is concerned by Southwest Airlines’ disproportionate and unacceptable rate of cancellations and delays, as well as the failure to properly support customers experiencing a cancellation or delay,” a spokesperson said. “As more information becomes available, the department will closely examine whether cancellations were controllable and whether Southwest is complying with its customer service plan, as well as all other pertinent DOT rules.
The airline said it is working to reach customers whose travel plans will change with information and options. It also said it recognizes and apologizes for its shortcomings. Some travelers who left from Boston Logan Airport early Monday morning had breathed sighs of relief to find short lines and only a few cancellations.He said he was worried about the winter weather impacting his flight to Boston.
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