Man sues Southwest Airlines says he didn’t refund his canceled flight

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

Southwest Airlines is being sued by a passenger who accuses the carrier of failing to reimburse customers when it canceled more than 15,000 flights during an operational meltdown in December.

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

The lawsuit, filed in federal court in New Orleans and seen by Insider, said the scrapped flight also cost Capdeville the price of accommodations he had booked in Portland but did not. could never use.

Capdeville is seeking damages for itself and other South West customers whose flights have been canceled since December 24 but who have not received any reimbursement or reimbursement for expenses incurred by the cancellations.

Southwest canceled some 15,000 flights in the last week of December at the height of holiday travel as winter storm Elliott battered North America. Its CEO, Bob Jordan, said the airline was facing “impacts beyond the storm”. The airline also attributed the collapse to problems with its outdated flight planning system.

Capdeville’s lawsuit called the debacle an “internally created crisis”. The lawsuit also claimed that Southwest is required by its customer service contract to give passengers either a refund or the option to rebook their flight if it is canceled, delayed or diverted.

This customer service contract does not mention compensating passengers with credit for flight cancellations, the lawsuit added.

Capdeville said he and other passengers affected by Southwest’s cancellations “cannot use their airline tickets through no fault of their own and do not benefit from their bargain” with the carrier, according to the lawsuit.

Southwest said during the wave of cancellations it was offering a system-wide waiver, allowing customers booked on flights between Dec. 25 and Jan. 2 to rebook the same itinerary with new dates without additional charges.

In a statement to The Washington Post, the airline said it was making “several high-priority efforts” with the goal of “doing the right thing for our customers.”

The carrier also promised customers on December 29 that it would refund their tickets and reimburse them for expenses such as hotel rooms and car rental, warning investors in the company that these expenses will impact revenue. .

Southwest’s Travel Disruption FAQ states that 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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