The U.S. Transportation Department slammed Southwest and pledged to review the airline after thousands of flights were canceled due following days of severe winter weather.
“USDOT is concerned by Southwest’s unacceptable rate of cancellations and delays & reports of lack of prompt customer service. The Department will examine whether cancellations were controllable and if Southwest is complying with its customer service plan,” the Transportation Department tweeted late Monday evening.
Southwest canceled 71% of its flights on Monday and at least 62% of its flights so far on Tuesday, equaling more than 5,400 flights over the past two days, according to FlightAware.
The U.S. airline is the runner-up for cancellations is Spirit, with 10% of flights canceled, data shows.
“With consecutive days of extreme winter weather across our network behind us, continuing challenges are impacting our Customers and Employees in a significant way that is unacceptable,” Southwest said Monday.
The airline said it plans on “flying roughly one third of our schedule for the next several days.”
Southwest has been responding to complaints on Twitter every few minutes on Tuesday.
“I had 5 flights cancelled — and now number 6! Is this what I get for cheating on @Delta?” NBC reporter Chase Cain tweeted, tagging Southwest.
Another Twitter user said Southwest’s cancellation caused his family to miss a Christmas cruise. “[W]ho do I get a refund of $6,439 from?” he said.
Other users said they were on hold with the airline for more than two hours without a response.