How I weathered the Southwest Airlines meltdown — and why my Christmas lights are still up | Opinion

Southwest Airlines, bless its little heart logo, used to enjoy an excellent reputation among travelers. The company developed an endearing brand, with jokey flight attendants almost worthy of a Netflix special, stripped-down cattle-call boarding (“I’m only in Group C”) and fun advertising wordplay: “You are now free to move about the country.”

Well, except when the weather is bad. Or it’s Christmas. Or they have to rely on their TRS-80-era computers.

Then you’re free to sit on your butt at LAX on Christmas night, waiting four hours for one flight attendant to show up and complete a crew. Then you’re free to touch down in Sacramento after 2 a.m — if you’re lucky.

As the crowd in the Los Angeles terminal thinned, I watched one flight after another fail to take off. We watched the monitors not for arrivals and departures but for cancellations.

The more verbally inclined passengers periodically inquired about the status of the flights and the eternal damnation of the management. No one lost their tempers; we were way past that. We had moved through anger and into bargaining on our way to acceptance.

Once we finally boarded a 737, I noted that the flight attendant’s material was solid, but her delivery lacked energy. Drinks were served, but it wasn’t cocktail hour; it was closing time.

I was one of the lucky ones. I got home — with my bag.

As I glided under the red rabbit, I saw what looked like acres of unclaimed luggage around the carousels. A baggage worker gave me an earful about the airline’s leadership and computers. I thanked her for her insights and dashed out.

My hardships were nothing compared to those of many other passengers, some of whom might still be languishing at the Phoenix airport food court.

Some people can afford a $1,000 hit to their purse or wallet to extract themselves from Southwest’s Flying Circus. Most, deprived of that tiny bag of pretzels, probably have to settle for an $11.95 airport tuna sandwich.

My delay was relatively minor. My son’s trip from Portland was delayed for a week, so we’re currently enjoying my Christmas lights, just hung this week. What kind of punitive damages will Southwest pay me for that?

I generally like Southwest Airlines. I even have a Southwest Airlines credit card, which gets me Southwest points, possibly for more trips to nowhere. But one would think that Southwest and other airlines, especially after getting billions of dollars in taxpayer-funded COVID relief, would show a little more self-awareness about their obligations to the flying public.

Last month, Southwest became the first airline since the industry bailout to announce that it would award stock dividends, whereupon Southwest chief executive Bob Jordan chirpily noted “the strong return in demand for air travel and the company’s solid operating and financial results since March.” He added that the company was closing out the year strong with “a solid plan for 2023.”

Oh? Let’s hope the plan involves new computers.

As punishment for his airline’s massive meltdown, Jordan should be forced to spend his entire bonus at LAX. Even at those prices, he could probably afford a lot of tuna sandwiches.