Man Suing Southwest Airlines Says It Didn’t Refund His Canceled Flight

  • A man suing Southwest Airlines says the carrier failed to refund passengers after it canceled flights.
  • Eric Capdeville said that he and his daughter were only given vouchers to use on future flights.
  • Southwest says it will refund passengers tickets and make “reasonable requests” for reimbursement.

Southwest Airlines is being sued by a passenger who is accusing it of failing to refund customers when it canceled more than 15,000 flights during an operational slump in December.

Louisiana resident Eric Capdeville — who filed the class action lawsuit Friday — said in the filing that he and his daughter were only given credit vouchers when their Dec. 27 trip from New Orleans to Portland was canceled.

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The complaint, filed in New Orleans federal court and seen by Insider, said that while the flight is being scrapped, Capdeville also had to pay for the accommodation he booked in Portland but never got to use. .

Capdeville is seeking damages for itself and other Southwest customers whose flights were canceled since December 24, but has not received a refund or any reimbursement for cancellation expenses.

Southwest canceled nearly 15,000 flights in the last week of December during the height of holiday travel while Winter Storm Elliott ravaged North America. Its CEO Bob Jordan said the airline faced “effects beyond the storm”. The airline also blamed issues with its outdated flight scheduling system for the slowdown.

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Capdeville’s lawsuit called the debacle an “internally manufactured crisis”. The lawsuit also states that Southwest is bound by its customer service contract to offer passengers either a refund or the opportunity to cancel, delay or divert their flight.

The lawsuit states that this customer service agreement does not mention compensating passengers with credits for flight cancellations.

Capdeville said that he and other passengers affected by Southwest’s cancellation “cannot access their airline tickets through no fault of their own and are not receiving the benefit of their bargain with the carrier,” according to the lawsuit.

Southwest said during the wave of cancellations that it is offering a system-wide discount, allowing customers to rebook the same route with new dates at no extra charge on flights between December 25 and January 2. Huh.

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In a statement to The Washington Post, the airline said it is making “a number of high-priority efforts” in an effort “to do right by our customers.”

The carrier promised customers on 29 December that it would refund their tickets and reimburse them for expenses such as hotel rooms and car rentals, warning investors in the company that the expense would impact earnings.

Southwest’s travel disruption FAQ says it will “honor reasonable requests for reimbursement for meals, hotel accommodations, and alternate transportation.”

Representatives for Southwest Airlines and attorneys for Capdeville did not immediately respond to Insider’s requests for comment.

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