Jordan and his senior leadership team failed to do what was needed to protect their customers.
Their serious and apparently long-term lapses in judgment is why one million people had a miserable holiday stranded in airports or desperate to hitch rides as far away from them as possible.
Southwest Airlines' aircraft parked on the tarmac of LaGuardia Airport, Tuesday, Dec. 27, 2022, in New York. The U.S. Department of Transportation says it will look into flight cancellations by Southwest Airlines that have left travelers stranded at airports across the country amid an intense winter storm. It’s laudable that CEO Jordan stepped forward to apologize -- at least twice; but much more needs to be done to make things right for his customers.
U.S. Secretary of Transportation Pete Buttigieg is rightly demanding the airlines compensate customers for all expenses related to the debacle, but no amount of money can make up for the stolen holiday memories and sheer agony so many people endured, some with crying kids.
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