Southwest Airlines explains what went wrong (and where the blame lies)

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While the weather obviously played a part in Southwest Airlines’ vacation cancellations, the airline tried to absolve its crew in a statement it sent to TheStreet in response to an email.

Southwest is not understaffed, but we have had issues with our scheduling tools. Not a staffing issue, a scheduling issue, the airline said, further referring to a statement on its website.

In the statement, the airline said it was fully booked and prepared for the upcoming holiday weekend. The inclement weather, however, overwhelmed airline planning tools, according to Southwest.

These operational conditions have forced daily changes to our flight schedule at a volume and scale that still have the tools our teams use to recover the airline operating at full capacity, the airline shared.

It’s very clumsy wording, but basically the airline scheduling system for pilots and flight attendants has been outdated.

Paul Hennessy/SOPA Images/LightRocket via Getty Images Southwests staff aren’t the problem

The scheduling tool issues were described to TheStreet by a South West flight attendant, who sent an email detailing his issues.

Hi, I’m a flight attendant with Southwest Airlines and I’m honestly tired of our company blaming us for cancellations. They have a crew, we are stranded, without hotel rooms and unable to reach our planning department. The most of [us] have exceeded the 12:30 a.m. rest rule imposed by the FAA, which is why we cannot work on some flights we are timing, especially the pilots. This company’s technology is lacking and they are completely unprepared for anything!

The email was accompanied by screenshots showing people on hold with the airlines scheduling system for double-digit hours.

I have proof of flight attendants waiting on hold with our scheduling department until 7pm!! We want the real story to be told. Please help us. We are dehumanized! the stewardess shared.

Southwest is currently flying about a third of its normal schedule. The US Department of Transportation has called the vacation cancellation situation unacceptable and is investigating whether the airline could have prevented the problems.

Southwest tries to apologize

Southwest said on its website that its staff were not the reason its flights were delayed or canceled.

Our employees and crews who were due to work this holiday season are showing up in every way. We are more than grateful. Our common goal is to pamper every customer with the hospitality and heart we are known for, said the company ———————- —- ———————————————-

When a flight is canceled, the federal government has very specific rules about what airlines must offer. Here’s what the Department of Transportation says on its website.

If your flight is cancelled, most airlines will rebook you on their next flight to your destination free of charge as long as the flight has seats available. If your flight is canceled and you choose to cancel your trip as a result, you are entitled to a refund for unused transportation – even for non-refundable tickets. You are also entitled to a refund for any baggage fees you have paid and any extras you have purchased, such as a seat assignment.

Airlines do not have to cover other expenses. This includes paying for hotels, meals or transportation costs.

Airlines are not required to provide passengers with money or other compensation for costs that are unrelated to the canceled flight ticket and charges directly related to the flight ticket (such as baggage fees , seat upgrades, etc.) when flights are cancelled.

Also, the airlines are not responsible if a delay causes you to miss a cruise, a wedding. honeymoon or any other planned activity.

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This story was originally published on December 27, 2022 at 2:33 p.m.

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