DALLAS — Southwest Airlines customers who were affected by the thousands of cancellations last week were greeted by an apology email on Tuesday.
The email contained a message from CEO Bob Jordan and a code for 25,000 in reward points, or roughly $300, that can be used toward future flights.
"Our Purpose has always been to connect our Customers to what's important in their lives. And this holiday season, as you made plans with us to do just that, we fell short. For that, please accept my personal apology," Jordan said in the message.
A combination of weather-related events and outdated technology led to a meltdown at the Dallas-based company during a busy travel period between Christmas and New Year's.
Southwest ultimately canceled about 15,000 flights through last week. There were massive baggage issues throughout the U.S., and customers were also left stranded at airports.
In Tuesday's apology email, Jordan affirmed that refunds, reimbursements and lost luggage are still being handled "with great urgency."
"I know that no amount of apologies can undo your experience," Jordan said. "... I am so grateful for you and want to thank you in advance for trusting us as we work to restore confidence and deliver on our promise to you."
According to Southwest, the 25,000 Rapid Rewards points have no blackout dates and never expire. However, the special codes given to each affected customer must be claimed by March 31, 2023, or else the codes will expire.