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“I know that no amount of apologies can undo your experience,” the email from Southwest’s CEO begins. Well, yeah, no kidding.
In the wake of Southwest Airlines’ past two weeks, which saw the airline cancel thousands of flights due to bad weather and operations issues, the company is offering passengers 25,000 Rapid Rewards points, according to the Dallas Morning News.
The offer, which is on top of any refunds for expenses incurred after flights were canceled, can be used to gain as much as a $300 flight voucher. Rapid Rewards is Southwest’s frequent flier program.
In an email to affected passengers, which included the offer, Southwest CEO Bob Jordan wrote: “For those who have requested refunds, reimbursements and/or are waiting to be reunited with lost bag(s), those processes are being handled with great urgency and we appreciate your patience. Additionally, please accept this gesture of goodwill of 25,000 Rapid Rewards bonus points.”
These points can also be used for gift cards, hotel stays, merchandise and experiences.
In a statement on Southwest’s site, airline officials said the reward-point offer is part of “a multi-faceted plan to win back trust and repair relationships with those who count on Southwest to come through.”
Customers who are still experiencing issues with Southwest are encouraged by the airline to use their Travel Disruption page.
The U.S. Department of Transportation is planning to look into Southwest’s issues over the holidays and whether the airline was complying with its customer service plan. CNBC reported that there were more than 16,000 total flight cancelations over eight days by Southwest, beginning Dec. 22.