Southwest Airlines is working to recover from its horrible operational meltdown over the holidays which is expected to cost the airline up to $825 million. Not only is the airline reimbursing passengers for expenses incurred as a result of cancelations, but the airline is also giving 25,000 Rapid Reward points to passengers who were impacted by operational issues.
Southwest's frontline employees have suffered a lot from this mess as well, and I can't help but feel bad for them. The first example of what the airline would do to regain trust among employees is currently being shown.
Southwest Airlines revealed on Friday that it intended to compensate employees for the operational issues they had to deal with. All 66,000 employees of the airline will receive 25,000 SWAG points on Monday as a goodwill gesture.
SWAG points are an internal points currency that can be redeemed in the company store. Southwest merchandise and gift cards can be used with points. SWAG points can be redeemed for gift cards worth hundreds of dollars.
Bob Jordan apologized for the management letting workers down. The following was written by Jordan.
“We let you down, and I’m sorry. I’m sorry for the physical and emotional toll. I’m sorry for the loss of time and memories that can never be replaced. Most of all, I’m sorry about the damage to your confidence and trust.”
Southwest management has been terrible throughout the crisis, so it is nice to see them apologize to employees.
This gesture could cost the airline anywhere from $26.4 million to $400,000. That is only a small part of the total cost of this debacle to the airline.
I don't think many Southwest employees feel like they've been made whole through this gesture alone, hopefully it's the first of many moves by Southwest management to fix things
In celebration of Southwest's 50th anniversary, the airline gave all employees 50,000 RapidRewards points. SWAG points are more flexible than Rapid rewards points.
I think the airline should most apologize to employees for declaring a state of emergency in Denver. In a way that can only be described as cruel, the airline threatened to fire employees for a number of reasons.
Southwest will be able to recover from this in terms of customer perception as people are quick to forget things. The biggest question is if Southwest can regain trust.
I wonder if Southwest's corporate culture will continue to be an advantage in the future. Many employees at Southwest don't find their jobs to be "Just Plane Fun."
Southwest has been doing nothing for its employees. All employees will receive 25,000 SWAG points, which is the carrier's points currency. The points can be used for gift cards.
Southwest has apologized to employees and management has a lot of work to do to restore faith in them.
What do you think about this gesture?
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