The airline said it sent the “gesture of goodwill” — the equivalent of more than $300 — to travelers whose flights were canceled or significantly delayed between Dec. 24 and Monday and didn’t choose to rebook or travel.
“Our Purpose has always been to connect our Customers to what’s important in their lives,” said the email, signed by CEO Bob Jordan. “And this holiday season, as you made plans with us to do just that, we fell short. For that, please accept my personal apology.”
The extra points are in addition to the refunds travelers are owed or reimbursements they’re allowed to request for hotel stays, lost bags, food or alternate transportation. Southwest has said that it would review requests for “reasonable” reimbursements related to the flight woes “on a case-by-case basis.”
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