Southwest Airlines has cancelled hundreds of flights across the United States amid a mix of weather, staffing shortages, and ageing scheduling systems.
Recent advisories indicate that flights into and out of the Northeast, including Boston, New York, and Washington, DC, could be disrupted due to severe weather.
Meanwhile, the US Department of Transportation has sued Southwest for maintaining chronically delayed flights, citing outdated scheduling tools and unrealistic timetables.
What Southwest Says
In its travel advisory, Southwest highlights that travellers on affected flights may rebook or travel on standby within 14 days without extra charges, even on Basic fares. The airline also guarantees refunds for cancelled or significantly delayed journeys, typically defined as delays of over three hours on domestic routes.
Why It's Happening
Two persistent issues are at play:
- Weather disruptions: Severe storms and fog have particularly impacted operations in the Northeast and Midwest.
- Scheduling system limitations: The DOT's legal action stems from allegations that Southwest's outdated scheduling software consistently led to delays, a continuation of structural issues exposed during the 2022 holiday meltdown.
Passenger Rights: What You Can Do
- Rebook or standby for free.
If Southwest cancels or delays your flight, you're entitled to rebook your journey or stand by on alternative flights within a 14-day window at no additional cost.
- Request a full refund.
Under US law, you can receive a refund in cash or the original payment for any unused portion of your ticket, including ancillary fees like EarlyBird Check‑In, even on non‑refundable fares.
- Use the first-24-hour rule.
If you booked recently, you can cancel within 24 hours without penalty and claim a full refund, even if your booking is a Basic fare.
- Consider alternate carriers.
If Southwest can't place you on another flight, you might book an alternative airline and then request a refund from Southwest afterwards.
Taking Precautions
To minimise further disruptions:
- Track your flight status: Use the Southwest app or website, especially in areas with volatile weather conditions.
- Plan backup options: Monitor other airlines and utilise points or vouchers as needed.
- Stay courteous: Airline agents face high call volumes; respectful communication may help secure better support.
Looking Ahead: Industry-Wide Implications
This may be just the start of reform. Following a record-breaking 2022 meltdown that saw over 15,000 flights cancelled and a US$140 million (£103 million) fine, Southwest pledged to invest in technology and staffing. Despite significant upgrades, the DOT lawsuit suggests that lingering structural weaknesses remain.
If your flight has been cancelled, don't accept a voucher unless you're sure you want to fly with Southwest. You have the right to a full cash refund, plus the flexibility to rebook or standby—the sooner you act, the better.
