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Southwest Airlines: Cancellations continue; relief is days away

(CNN) — For passengers booked with Southwest Airlines this week, the much-needed conclusion to the airline’s woes is still several agonizing days away.

As the beleaguered airline continues to sort out stranded passengers, unclaimed baggage and planes out of position, US Transportation Secretary Pete Buttigieg has taken the airline to task.

He has referred to the situation as a complete “meltdown” of the system. And that meltdown continues through Wednesday afternoon.

Of the 2,844 cancellations already planned for Wednesday flights departing within, to or out of the United States from 2 p.m. ET, about 2,509 of them are operated by Southwest, according to flight tracking website FlightAware. That’s 88% of all canceled flights in the US; all the other airlines together account for the remaining 12%.

In all, Southwest has canceled about 15,700 flights since winter weather began disrupting flights on Dec. 22. That figure includes nearly 2,350 flights already canceled for Thursday.

This is now a problem in the South West

Other US airlines flying in the same weather conditions have since recovered from the storm disruptions.

Indeed, American Airlines and United Airlines have capped fares on some routes served by Southwest Airlines to make their flights more accessible to stranded passengers.

Southwest does not have interline agreements with other carriers that would allow their agents to rebook passengers on another airline, leaving the onus on travelers to explore other options.

Denver International Airport leads Wednesday in the number of cancellations, with significant cancellations at, among others, Chicago Midway, Dallas Love Field, Las Vegas Harry Reid and Nashville International airports.

Southwest plans to fly a reduced schedule over the next few days to redeploy crew and aircraft, the airline’s CEO Bob Jordan said in a video released by the airline late Tuesday.

“We are optimistic to be back on track before next week,” he said.

Buttigieg says he spoke directly with Jordan on Tuesday about the thousands of flights that have been canceled this week.

“Their system has really melted down,” Buttigieg told CNN’s Wolf Blitzer on Tuesday.

“I made it clear that our department will hold them accountable for their responsibility to customers, both to get them through this situation and to ensure that this cannot happen again.”

Those responsibilities include providing meal vouchers and hotel accommodations for passengers whose flights were disrupted “as a result of Southwest’s decisions and actions,” a Transportation Department spokesman said Tuesday.

U.S. airlines are also required to provide cash refunds to passengers whose flights were canceled and chose not to travel, the DOT said.

Tuesday at a glance

CNN’s Carlos Suarez reports from Atlanta’s Hartsfield-Jackson airport, where travelers are braving long lines and flight cancellations after a massive winter storm swept through the United States.

There were 3,211 flights within, in or out of the United States that were canceled on Tuesday, according to FlightAware.

Southwest accounted for 2,694 of these canceled flights – an impressive 84% of all canceled flights in the US.

Long lines of travelers trying to rebook or make connections were seen at Southwest ticket counters at several US airports on Tuesday, while huge piles of unclaimed bags continued to grow as passengers struggled to reclaim their bags at airports including Chicago’s Midway International, Harry Reid in Las Vegas and William P. Hobby Airport in Houston

Passenger Trisha Jones told CNN at the Atlanta airport that she and her partner had been traveling for five days trying to get home to Wichita, Kansas, after disembarking from a cruise in Fort Lauderdale, Florida.

After her flight out was cancelled, she stayed with relatives, then was diverted to Atlanta to catch a connecting flight.

“We were lucky, because we were in Fort Lauderdale — my family lives in the Tampa Bay area, so we were able to rent a car to visit my family for Christmas,” Jones said. “We have seen many families sleeping on the floor and it breaks my heart.”

Buttigieg: “A lot to clean up”

Hundreds of bags remain unclaimed at Baltimore Washington International Airport (BWI) on December 28.

Hundreds of bags remain unclaimed at Baltimore Washington International Airport (BWI) on December 28.

Jim Lo Scalzo/EPA-EFE/Shutterstock

Southwest has blamed the travel disaster on several factors, including winter storm delays, aggressive flight scheduling and outdated infrastructure.

“From what I can tell, Southwest is not able to even find where their own crews are, let alone their own passengers, let alone baggage,” Buttigieg said, adding that he also spoke with leaders of the airline’s unions representing flight attendants and pilots.

The secretary said he told CEO Jordan that he expects Southwest to proactively offer refunds and reimbursements to affected passengers without them having to ask.

“I conveyed to the CEO our expectation that they are going to go above and beyond to take care of passengers and address this,” he said.

Buttigieg told CNN that the Transportation Department is prepared to pursue fines against Southwest if there is evidence that the company has not met its legal obligations, but he added that the department will look into consistent customer service problems at the airline.

“While all the other parts of the aviation system have been moving toward recovery and getting better every day, it’s actually been moving in the opposite direction with this airline,” Buttigieg said.

“You have a company here that has a lot to clean up,” he said.

Southwest CEO issues video apology

Jordan apologized to passengers and staff in the video posted Tuesday night.

“We are doing everything we can to return to a normal operation, and please know that I am truly sorry,” Jordan said.

He said that with a large number of aircraft and flight crews “out of position” in dozens of cities, the airline decided to “significantly reduce our aircraft to catch up.”

While Jordan acknowledged problems with the company’s response, the statement suggested he did not anticipate massive changes to Southwest’s operating plans in response to the mass cancellations.

“The tools we use to recover from outages serve us well 99% of the time, but it’s clear that we need to double down on our pre-existing plans to upgrade systems for these extreme circumstances so that we never again face what happens right now,” Jordan said.

Is there anything passengers can do?

Scott’s Cheap Flights spokesperson Katy Nastro shares her tips on what to do if your flight is delayed or canceled.

Southwest has warned that this week’s cancellations and delays are expected to continue for several days.

So what should customers do?

“First things first, travelers who are still stuck waiting on Southwest and need to get somewhere should try to book a flight on another airline as soon as possible … right now, really,” said Kyle Potter, managing editor by travel advice. website Thrifty Traveler, in an email to CNN Travel late Tuesday afternoon.

“Every airline in the country is packed right now, so your chances of finding a seat — let alone at a halfway decent price — are diminishing by the hour,” Potter said.

“Travelers who are in the middle of this should be sure to save all their receipts: other flights, a rental car, hotel stays, meals, anything,” Potter said.

If you’ve been stuck and your efforts to reach a customer service agent are going nowhere, the founder of Scott’s Cheap Flights suggests trying an international number.

“The main phone line for US airlines will be clogged with other passengers being rebooked. To get through to an agent quickly, call one of the airline’s dozens of international offices,” Scott Keyes said. Those agents can handle U.S.-based reservations, Keyes said.

Click here for international numbers previously posted by Southwest.

Sørvest: “Keep your receipts”

After their flight was canceled, 13 strangers decided to rent a van and drive all the way from Orlando to Knoxville, Tennessee.

Southwest spokesman Jay McVay said at a press conference at Houston’s William P. Hobby Airport Monday night that the airline will do everything it can to correct the challenges passengers have experienced, including “hotels, ride assistance, vans … rental cars to try to make these people come home as soon as possible.”

He promised that all customers, including those who had already left the airport or made alternative arrangements on their own, would also be taken care of.

“If you’ve already left, take care of yourself, do what you need to do for your family, take care of your receipts,” McVay continued. – We must ensure that they are taken care of, that is not a question.

What is wrong from a pilot’s point of view

Passengers look for their luggage at Hollywood Burbank Airport in California on Tuesday.

Passengers look for their luggage at Hollywood Burbank Airport in California on Tuesday.

Robyn Beck/AFP/Getty Images

Speaking to CNN on Tuesday, the vice president of the Southwest Airlines Pilots Association, Capt. Mike Santoro, said the problems facing Southwest were the worst disruptions he had experienced in 16 years at the airline.

He described last week’s storm as a catalyst that helped trigger major technical problems.

“What went wrong is that our planning software IT infrastructure is massively out of date,” he said. “It cannot handle the number of pilots, flight attendants that we have in the system, with our complex route network.

“We don’t have the normal hub that the other major airlines have. We fly a point-to-point network, which can put our crews in the wrong places, without planes.”

He added: “It’s frustrating for the pilots, flight attendants and especially our passengers. We’re tired of apologizing for Southwest, the pilots of the airline, our hearts go out to all the passengers, they really do.”

CNN’s Gregory Wallace, Andy Rose, Andi Babineau, Adrienne Broaddus, Dave Alsap, Nick Valencia, David Goldman, Leslie Perrot, Carlos Suarez and Ross Levitt contributed to this story.

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