The U.S. Transportation Department is probing
Southwest Airlines Co.
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’s scheduling in the wake of its holiday meltdown last month, examining whether executives sold more flights than the airline could realistically operate.
The DOT said it is in the initial phase of a comprehensive investigation into the late December debacle. As part of the investigation, the department said it is looking into whether Southwest engaged in an “unfair and deceptive practice” by offering an unrealistic schedule.
“DOT will leverage the full extent of its investigative and enforcement power to ensure consumers are protected and this process will continue to evolve as the Department learns more,” a spokeswoman said.
Southwest didn’t immediately respond to requests for comment.
The DOT also said that it is monitoring to ensure Southwest complies with rules about providing refunds to affected customers and reimbursing expenses, something Southwest has said it is doing.
Southwest canceled over 16,700 flights from Dec. 21 through Dec. 31 after it struggled to recover from a severe winter storm that swept across the country before Christmas, prompting it to slash nearly two-thirds of its flying for three days in an effort to reset.
Southwest has said the airline was staffed and ready for the holidays, but the widespread severe cold, wind and ice threw its operation into disarray. Huge numbers of flight cancellations triggered waves of crew schedule changes then overwhelmed the software system Southwest uses to reassign pilots and flight attendants after disruptions. As a result, executives said, the airline had to revert to tedious manual processes that it has said made it harder to catch up and get back on track.
The airline is working with provider
General Electric Co.
on a new version of that system, among other steps.
Transportation Secretary
Pete Buttigieg
has called airlines out for stumbles in recent months, and criticized them last summer for scheduling more flights than they could operate. He has pledged to enforce rules around refunds and other measures to hold carriers accountable.
Some lawmakers have pushed for more sweeping consumer protection measures. Sen.
Maria Cantwell
(D., Wash.), who leads the Senate’s committee on transportation issues, said last month that the committee will look into Southwest’s cancellations.
Southwest Chief Executive
Bob Jordan
said earlier this month that the airline was processing refunds within about three days of receiving requests, within the deadlines imposed by the DOT.
Write to Alison Sider at [email protected]
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