A “fiasco” at a Southwest Airlines ticket office on New Year’s Eve is to blame for one of the airline’s worst-ever customer service disasters, according to a new report.
The airline was forced to issue refunds and reimburse flights on the grounds of the incident, which resulted in a large number of refunds.
The report, published Monday, also says the airline is considering a policy change, including offering refunds in advance for ticketed passengers.
Southwest Airlines, a member of the Delta Air Lines, has a history of customer service problems, including one in which passengers were charged twice for a ticket.
But the airline also recently launched a new initiative that includes training for employees and new training materials on how to handle customers with questions.
The company said it was reviewing the findings.
The incident occurred at the Southwest terminal in San Antonio, Texas, about two hours before the start of the holiday season.
Southwest told ABC News that about 300 tickets had been issued to people with the wrong name.
The passenger on that flight, a woman who has not been identified, was refunded a refund, but it wasn’t immediately clear how much she was refunding.
Southwest said it is considering changing its policy on refunds to ensure it is fair to everyone.
The problem also affected the company’s ability to refund customers for tickets sold before the change.
The woman who had her refund accepted on Jan. 28 was refundable on Dec. 15 and on March 14, according the airline.
She was refund to a Southwest customer for a Southwest ticket sold on Jan and Feb. 21, 2016, but was refund on Jan 28 and Feb 21, 2015, the airline said.
The refund was made after she submitted an online form asking for the refund, Southwest said.
When asked about the refund process, Southwest spokesman Chris McLean said the airline takes the safety of its customers very seriously.
“We take customer safety very seriously and we have a rigorous process in place to process refunds, which includes a verification process, and if you are a customer who is denied a refund for a valid reason, we want you to be sure that we are right there with you, that we understand and that you understand why you have been denied,” he said.
The Federal Aviation Administration, which oversees the U.S. airline industry, said that when it comes to refunds, the vast majority of passengers who have issues with Southwest Airlines are refunded. “
In our training materials, we are working on how we can better process these cases,” McLean added.
The Federal Aviation Administration, which oversees the U.S. airline industry, said that when it comes to refunds, the vast majority of passengers who have issues with Southwest Airlines are refunded.
“For the vast numbers of Southwest customers who have problems with Southwest tickets, refunds will be issued to them, in accordance with the refund policy of Southwest,” the FAA said in a statement.
“The vast majority are refundable and the majority are processed within minutes.”
Southwest Airlines is part of the United Continental Holdings, a holding company that includes Delta, United and Alaska Airlines.
It is part in a $1.8 billion merger of United Continental and American Airlines.
Southwest has about 20,000 employees worldwide.
The New Year has always been the busiest for the airline, with the busiest flights in January.
On Jan. 1, there were 8,723 flights booked for Southwest, and more than 3,600 flights were cancelled on Jan, according a chart on the airline website.
Southwest also has a large customer service department, which handles issues from seat assignments to baggage claims.