The U.S. Department of Transportation (DOT) has taken action to ensure that passengers affected by Southwest Airlines' delays and cancellations receive the compensation they are owed. As of today, Southwest Airlines is required to provide passengers with a transferrable voucher worth at least $75 for controllable cancellations or delays that result in passengers reaching their destination three or more hours late.
U.S. Transportation Secretary Pete Buttigieg emphasized the importance of holding airlines accountable, stating, “After the 2022 holiday meltdown, our department held Southwest Airlines accountable—and now the airline is required to compensate passengers for lengthy delays and cancellations that they cause.”
Passengers are eligible for compensation if their flight was cancelled or delayed within seven days of the scheduled departure date, resulting in a delay of three or more hours caused by factors within Southwest's control, such as maintenance or staffing issues. However, compensation will not be provided for disruptions caused by circumstances beyond the airline's control, such as bad weather.
Southwest Airlines has established an online form for passengers to request compensation, which must be submitted within one year of the delayed or cancelled flight. The airline will respond to customers within 30 days of receiving a voucher request form, and eligible passengers will receive a transferrable voucher valid for at least one year from the date of issuance.
DOT will oversee Southwest's compensation program, ensuring that passengers receive the relief they deserve. The airline is required to submit an annual report detailing voucher expenditures for the next three years.
The Biden-Harris Administration has made significant strides in enhancing airline passenger rights and consumer protections. DOT's initiatives include the creation of the Airline Customer Service Dashboard FlightRights.gov, which outlines passenger entitlements in case of delays or cancellations within airlines' control. Additionally, recent rules mandate automatic cash refunds for passengers owed, protect consumers from surprise fees, and ensure airlines adhere to customer service commitments.
Under President Biden's leadership, DOT has facilitated the return of over $3 billion in refunds and reimbursements to airline passengers, including those affected by Southwest Airlines' 2022 holiday meltdown. The Department has also imposed over $164 million in penalties against airlines for consumer protection violations, signifying a commitment to holding airlines accountable and safeguarding passengers' rights.
DOT's ongoing efforts include proposing rules to ban family seating junk fees, guarantee fee-free family seating, ensure adequate compensation and amenities for passengers during flight disruptions, and expand rights for passengers using wheelchairs. Consumers can file airline complaints with the Department to report any issues they encounter while traveling.
