Andrew Watterson, Southwest’s chief operations officer, who represented the carrier at the Feb. 15 hearing of the Commerce, Science and Transportation Committee, repeatedly apologized for the problems the airline caused. But in a letter sent Thursday to the Dallas-based carrier, Sen. Maria Cantwell (D-Wash.) reiterated her request for answers to questions that she said he didn’t adequately address.
“At the hearing, I asked how many tickets Southwest actually cancelled and you did not provide a clear answer,” Cantwell wrote in the letter, which was obtained by The Washington Post. “I also asked how many people actually received refunds and also did not get a clear answer. The Committee deserves clarity on these questions.”
In a statement, Southwest said it received the letter and is “engaging with the senator’s office,” adding, “we share a collective commitment to ensure Southwest Customers receive great care and hospitality.”
The details provided by Southwest, Cantwell said, will be important as Congress begins deliberations on a measure to fund the Federal Aviation Administration, which could include provisions to streamline the process for issuing customer refunds.
“Passengers are facing too many hurdles in obtaining refunds and accessing information from airlines when airlines cancel their flights,” Cantwell wrote.
Among the information Cantwell is seeking by Feb. 23: details on how many Southwest passengers were subject to canceled or significantly delayed flights, or who were otherwise eligible for a refund under the Department of Transportation’s policy or Southwest’s own standard. She also asked the carrier to provide details on the total value of passenger refunds issued.
