Southwest CCO Ryan Inexperienced points apology: 'Fell in need of your expectations'

Southwest’s chief business officer issued an apology to clients on Wednesday because the airline continues to cancel hundreds of flights amid a multiday meltdown of its operations.

“My private apology on behalf of myself and everybody at Southwest Airways for all of this,” Southwest CCO Ryan Inexperienced mentioned in a video assertion, including, “My private apology is step one of constructing issues proper after many plans modified and experiences fell in need of your expectations of us.” 

The airline has up to now canceled greater than 2,300 flights on Thursday alone, compounding the hundreds of cancellations earlier this week which have stranded vacationers amid the vacations.

Inexperienced pledged in Wednesday’s assertion to “do every thing we are able to and to work day and night time to restore our relationship with you,” noting that Southwest clients could make adjustments to their flights, submit details about lacking baggage, request full refunds for cancellations and submit journey bills as a result of disruptions on-line.

“We’re persevering with to work to make this as much as you and also you’ll hear extra about that quickly. However for now, we’re targeted on restoring the reliability and degree of buyer expertise we count on of ourselves and that you just count on from us,” he added.

Whereas different airways have managed to bounce again from final week’s huge winter storm, Southwest has struggled to reposition its planes and crews. The Southwest pilots union blamed the problem largely on Southwest’s crew scheduling software program, calling the meltdown “completely preventable.”

“The impression of Southwest’s operational collapse being felt by passengers and crews over this vacation was not a shock to anybody however the management of Southwest Airways,” the Southwest Airways Pilots Affiliation mentioned in an announcement.