Southwest Airlines Faces Lawsuit Over Refund Practices Following Operational Meltdown, Reports Reuters

By Jonathan Stempel

NEW YORK – Southwest Airlines is facing a lawsuit from a passenger who claims the airline failed to issue refunds to travelers left stranded due to an operational failure that resulted in over 15,000 flight cancellations late last month.

The proposed class action, filed on December 30 in federal court in New Orleans, sees Eric Capdeville accusing Southwest of breach of contract following a significant winter storm that disrupted the airline’s schedule shortly before Christmas.

Capdeville stated that, despite Southwest’s promise to reimburse affected passengers for expenses, he and his daughter received only a credit after their December 27 flight from New Orleans to Portland, Oregon was canceled, and they were unable to find alternative travel.

The complaint argues that impacted passengers "cannot use their airline tickets through no fault of their own and they are not getting the benefit of their bargain" with the airline.

Capdeville, a resident of Marrero, Louisiana, is pursuing damages for passengers on flights canceled since December 24 who did not receive refunds or reimbursement for expenses.

While Southwest did not comment specifically on the lawsuit, a spokesperson mentioned that the airline is undertaking "several high priority efforts to do right by our customers," including processing refunds for canceled flights and reimbursing customers for incurred expenses due to operational irregularities.

The operational chaos at Dallas-based Southwest has been attributed to staffing shortages and outdated flight scheduling software. Although the airline promised to reimburse passengers for reasonable expenses such as last-minute hotel stays, rental cars, and food, they indicated it might take several weeks to process these reimbursements.

Southwest largely restored its normal operations on December 30, several days after other airlines had recovered from the same storm.

In a letter addressed to Southwest’s Chief Executive, Transportation Secretary Pete Buttigieg described the disruptions as "unacceptable" and emphasized that the law mandates refunds when airlines cancel flights unless passengers agree to be rebooked.

The case is identified as Capdeville v. Southwest Airlines in the U.S. District Court for the Eastern District of Louisiana.