- Southwest is giving its 66,000 employees 25,000 SWAG points to redeem at its employee store.
- The points can be converted into about $400 worth of gift cards, The Dallas Morning News reported.
- CEO Bob Jordan told employees, “I’m sorry that your trust and trust has been damaged.”
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Southwest Airlines is giving its 66,000 employees bonus points that can be redeemed for gift cards or other rewards to apologize for the “physical and emotional toll” of last month’s travel chaos.
In an internal memo issued Friday and seen by The Dallas Morning News, CEO Bob Jordan said all employees would receive 25,000 Southwest Airlines Gratitude (SWAG) points.
The points, which are usually given to reward good performance or mark career milestones, can be redeemed for flights, airline upgrades, merchandise and gift cards.
The 25,000 SWAG points could be converted into about $400 worth of gift cards, according to The Dallas Morning News. Southwest has about 66,000 employees, so Paddle Your Own Kanoo estimates it could face a bill in excess of $25 million.
On Friday, Southwest estimated the December meltdown could cost as much as $825 million in lost revenue and passenger refunds.
Employees bore the brunt of passenger outrage after Southwest canceled nearly 17,000 flights in December, leaving both customers and employees stranded across the country.
Union reps complained that Southwest crew had to book their own hotel rooms after being stranded – and couldn’t contact operations staff to know their next assignment.
According to a union leader, some ground workers in the Southwest even got frostbite after working outdoors for long periods.
In the memo, Jordan told workers, “I’m sorry for the physical and emotional toll. I am sorry for the loss of time and memories that can never be replaced. Most of all, I’m sorry for the damage done to you confidence and trust.”
Employees had long warned about Southwest’s outdated systems contributing to the airline’s problems.
In an email Friday, Lyn Montgomery, president of flight attendant union TWU 556, dismissed the points offer: “Nothing is going to get it right until Southwest invests in its technology and its workers.”
Southwest Airlines did not immediately respond to a request for comment from Insider.