Southwest apologizes, gives customers frequent flyer points

DALLAS (AP) — Southwest Airlines is trying to make travelers hit by a surge in canceled flights over the holidays feel a little better at the airline by giving them 25,000 frequent flyer points.

The airline says points on flights are worth more than $300.

Southwest included an offer in a letter – another apology for the collapse – from CEO Bob Jordan.

“I know no amount of apology can ruin your experience,” Jordan wrote. He added that the airline is acting “with great urgency” to process refunds, return lost bags and process reimbursement requests for expenses incurred by stranded travelers.

Dallas-based Southwest canceled more than 15,000 flights between December 22 and 30, according to FlightAware tracking service. Flight disruptions began with a winter storm that swept across the country. While other airlines recovered after a couple of days, Southwest continued to struggle with crews and planes that were stuck far from where they were supposed to be.

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