A Southwest Airlines executive apologized for the company's holiday season meltdown in front of a panel of senators on Thursday.
The airline company canceled nearly 17,000 flights and stranded more than two million customers between December 21 and December 31 following a winter storm, far more than any other airline. The Senate Commerce Committee questioned executives in a hearing that focused on those disruptions.
"Let me be clear, we messed up," Southwest Chief Operating Officer Andrew Watterson told senators. "I want to sincerely and humbly apologize to those impacted by the disruption,"
"In hindsight, we did not have enough winter operational resiliency," Watterson explained.
The Southwest executive assured the committee that the company has been working to improve its systems.
"We are doing a system-wide review of our preparedness for winter operations and will implement any measures necessary to mitigate the risk of an event like this occurring in the future," Watterson said.
The company has budgeted $1.3 billion for 2023 investments, upgrades, and maintenance of their IT systems.
Democratic Senator Ed Markey, unsatisfied with the executive's explanation, demanded the airline company give a "cash hardship payment" to those affected.
Some Republicans, however, were more sympathetic with the airline company.
"I've had multiple conversations with senior leadership at Southwest. I'm confident they understand it was an epic screw-up and that they are committed to doing everything possible to prevent its recurrence," Sen.Ted Cruz of Texas said.
Watterson testified the airline had reimbursed 273,406 customers, and that every impacted customer had been emailed flyer points, along with an apology.
But, the airline company would not pay customers directly for their inconvenience unless it was "reimbursement of a flight they took in the disruption," Watterson said.
The U.S. Transportation Department is also investigating Southwest for its flight scheduling throughout the disruption.
Interest in the concept of the metaverse is heating up as more companies get on board, and Cathy Hackl, CEO of Futures Intelligence Group, a metaverse-focused consultancy, joined Cheddar to talk about trends to watch out for in 2022 and what it will take for it to be more than just a buzzword. Hackl noted that businesses likely will have to consider big technology upgrades in the upcoming year in order to keep up. "We're going to need new levels of computing power to be able to enable shared virtual experiences, both in VR but also in augmented reality," she said.
Stocks closed near session highs today amid a rebound from sell-offs fueled by fears of the Omicron COVID-19 variant. 1879 Advisors Vice Chairman Jim Bruderman joined Cheddar News' Closing Bell to discuss the markets' close and new economic data out today.
Small businesses in Washington, DC, are getting a visibility boost through the non-profit Grow Golden. The initiative connects local entrepreneurs with empty storefronts to establish pop-up shops in the heart of the DC business district, called the Golden Triangle. Cheddar's Arielle Hixson spoke with the small business owners about their experience building exposure through the program during the holiday season.
Home flipping is turning into a competitive space and a less profitable one according to the property database ATTOM. Todd Teta, chief product officer at ATTOM Data Solutions, joined Cheddar to break down key findings of the report, why the home-flipping market is raking in fewer returns, and what he thinks may have been behind real estate marketplace Zillow withdrawing from the business.
The metaverse took the world by storm in 2021 and it is just the beginning of the virtual universe. Consumers are jumping on board and companies like Meta and Roblox are already taking advantage. Entrepreneur Andrew Duplessie joined Cheddar to discuss how the metaverse will impact the future of socialization and business. "If I'm doing anything right now, I'm building an app, I'm jumping into that ecosystem, and I'm testing it. I'm seeing what people think," he said.
