Thread: DOT fines SWA $150k for slow response to Complaints

The U.S. Department of Transportation has fined Southwest Airlines $150,000 “for not responding in a timely manner to complaints filed by consumers, including passengers with disabilities, and for not adequately responding to the passengers’ specific complaints in its responses,” the department said Wednesday.
“When airlines receive complaints from passengers, we expect them to provide prompt responses that appropriately answer the specific complaints,” U.S. Transportation Secretary Ray LaHood said in the DOT announcement. “This is an important part of our work protecting the rights of passengers, and we will continue to take enforcement action when necessary.”
In its response to the federal agency, Southwest blamed the problem on technical problems with its website.
The department said Southwest has to pay $35,000 to the government. The Dallas-based carrier satisfied the other $115,000 of the penalty through refunds already made to people who had filed complaints.