6 Responses

  1. Corey
    Corey at |

    Have you been able to get Brian Lusk or any of their CorpComm guys to comment on this or provide clarification? It seems like a stark culture change that they would at least provide some PR spin for.

  2. Wandering Aramean
    Wandering Aramean at |

    Unfortunately it is a Sunday and I’m not going to bother them with something this trivial on the weekend. I’ll put in a call on Monday to see what they have to say, though the one set of comments they provided in the AZ Star article was not particularly optimistic. Their previous comments were that they “wanted to limited liability” and they certainly have done that. Customers be damned.

  3. Brian Lusk
    Brian Lusk at |

    You have been a victim of faulty reporting. This is what Linda Rutherford our VP Communications and Strategic Outreach told Chris Elliot on his blog:

    In our latest update, we offered our definition, which states that “Force Majeure Event means any event outside of Carrier’s control” and so the “mechanical difficulties” we are referring to as Force Majeure events would be those outside of our control, such as airport mechanical difficulties (e.g., the airport de-icing system breaks) or Air Traffic Control issues (e.g., airport or regional tower goes down).

    We are not referring to our own aircraft mechanical difficulties, which would clearly be under our control. Our policies and practices confirm this interpretation.

    None of our procedures have changed — we still accommodate customers exactly the same as we did previously in the event of our own aircraft mechanical issues occur.

    For the complete post, please go to the blog: http://www.elliott.org/blog/truthsquadding-the-southwest-airlines-act-of-god-controversy-ultimately-this-is-a-reporting-error-run-amok/

  4. Brendan Ross
    Brendan Ross at |

    Seth’s absolutely right, Brian. If the CoC is meaning maintenance failures on the part of airports or ATC, it has to read as such. It’s a legally-binding contract and there can’t be any grey areas or promises of “don’t worry, that’s not how we’ll interpret it”.

    I can’t decide if it’s more insulting that the change was made, or that Southwest has been trying to spin in multiple media outlets that it’s “sloppy reporting”. No, it’s sloppy lawyering, and then sloppy form to blame it on others. That ain’t like you, Southwest.

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