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Southwest Airlines travelers Susan and Rick Biegler were racking their brains for days when they decided to visit family in Colorado for the holiday season.
“They all have problems, but the Southwest is the worst,” said Susan. “He actually passed out at the airport this morning. rice field.”
Now that the airline couldn’t guarantee a flight, the couple plans to rent a car and head back to Las Vegas.
“At least I know I can come back,” Rich Biegler told CBS News Colorado. “I’ve been trying for three days to come back.”
The company’s stock price fell on Tuesday and thousands more flights were canceled. Almost five days after the incident occurred, his CEO of Southwest Airlines, Bob Jordan, finally issued an apology in his two-minute video posted on the company’s website.
“And after days of trying to keep our schedules full on a busy holiday weekend, we’ve reached a decision point to significantly reduce flights to catch up,” Jordan said. We’re focused on getting all the parts back in place safely until the end of this rolling struggle.”
“As you know, I have nothing but pride and respect for the efforts of the Southwest people who are showing up on all fronts,” he continued. However, it is clear that existing plans to upgrade our systems for these extreme situations need to be further strengthened so that we never face what is happening now.”
But can airlines bounce back from all this?
“This is definitely what you call a come-to-yes moment,” said Darrin Duber-Smith, a business professor at MSU Denver. , it’s a relatively healthy airline compared to other airlines.I think it has a better brand reputation than most airlines.It might bring back customers.”
But Duber-Smith said it would hurt the Southwest and needed to limit the damage by being honest with the public about what happened and compensating travelers. .
“Southwest is going to have to get through this,” Deuber-Smith said. “It’s not good for their brand. You have to apologize, apologize, apologize, and make sure it doesn’t happen again.”
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