The US has decided that Southwest's customer service failed during flight cancellations last winter
The federal government may be preparing to penalize Southwest Airlines for thousands of flight cancellations that affected more than 2 million travelers last December DALLAS -- Federal regulators have told Southwest Airlines that the carrier failed to provide enough help to travelers who were stranded during massive cancellations last December, and the airline could be subject to a fine. Southwest said in a regulatory filing Monday that it can't estimate the cost of a fine and damages from lawsuits stemming from nearly 17,000 canceled flight s last December. Southwest said the U.S. Department of Transportation told the airline Friday that "it has determined the company had failed to provide adequate customer service assistance, prompt flight status notifications, and proper and prompt refunds and that the assessment of a civil penalty is warranted.” The government indicated in January that it was investigating Southwest over the service collapse, which stranded more than 2...