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Plano, Texas – Southwest’s CEO sent an update on Monday that about 90% of the refunds have been completed. Some say they are still waiting for the slightest word of compensation.
For Dan Dunham of Plano, a trip to Immaculate Conception’s 50th anniversary game with his son should have been a real touch. Instead, it was full of interference.
Eight hour delays on their flight there, and their route home never connected. He and his son were victims of a system failure that hit Southwest Airlines passengers over Christmas.
Southwest Airlines shareholders have accused the carrier of ‘undermining outdated technology’.
“There were lines six or seven hours deep to talk to someone,” Dunham said.
They manage to snag a hotel room while stuck in Chicago, but it takes two days to find a rental car. He finally got a car and drove from Chicago to Plano.
Dunham is out about $2,000 in unpaid travel expenses.
“For a rental car, two nights in a hotel and food. It was very modest meals, like splitting a pizza with my son,” he said.
When the two finally arrived home in Plano, Dunham submitted a receipt the next day for reimbursement, promising that the airline would cover reasonable expenses.
Three weeks later, he received an offer from the airline for 25,000 Instant Rewards points and nothing about the payment.
“No clue what’s going to happen,” he said.
The airline said they are working on the issue and have issued several refunds.
Dunham said he understands some of the delays but is frustrated by the very limited information.
The CEO of Southwest Airlines apologized, the ‘bright’ airline will be back on track before next week
“They were trying to find people who were arrested. So I was the second victim and I understand that,” he said. “You came out with two or three apologies and said you’re going to get involved in this. What’s going on?”
FOX 4 reached out to a Southwest Airlines spokesperson for comment on Dunham’s case, but they did not respond.
But Dunham says he’s still a fan despite the upheaval.
“I’ll fly Southwest again,” he said. “It was a nightmare, but normally they are very good, and they run on time.”
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