Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - Beware the Lumps of Coal

The holiday season is meant to be filled with joy, laughter, and gifts galore. But for many travelers, it can feel more like a lump of coal courtesy of the Grinch himself. Flight delays and cancellations have become as much a holiday tradition as eggnog and mistletoe. Nothing spreads Christmas cheer like being stuck in an airport away from loved ones.

According to the U.S. Department of Transportation, nearly 30 percent of December and January flights were delayed over the past five years. Mechanical issues and weather are the usual suspects when it comes to delays. But the crowds and congestion of the holiday travel rush certainly don't help matters. Airports and airlines are simply overwhelmed with the huge influx of passengers.

And cancellations are even more Scrooge-like. There's nothing that kills the holiday spirit faster than having your flight back home to see family get axed at the last minute. Nothing except maybe being told the next available flight isn't for another three days. Suddenly that comfy airport chair becomes your accommodations.

The busiest travel days tend to be the worst offenders. Airlines overbook flights to compensate for no-shows, then have to scramble when everyone actually shows up. If you're flying the day before Thanksgiving or any day between Christmas and New Year's, buckle up for turbulence.

To avoid getting a lump of coal from the airlines, be smart with your holiday travel plans. Fly on off-peak days when airports aren't quite so crowded. Allow plenty of time to get to the airport in case of traffic or other delays. And don't book tight connections that leave you little margin for error. Nothing spreads holiday jeer like missing your connection because the first flight was late.

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - Santa's Not the Only One Making a List

Santa's not the only one making a list and checking it twice this holiday season. Airlines keep their own naughty and nice list when it comes to your travel plans. Act up by missing flights or making too many changes and you could land in the airline's coal bin.

The dreaded airline blacklist is very real, though the big carriers won't publicly admit it. According to airline insiders, most major airlines maintain a confidential internal list of "unruly" passengers. Southwest, American, United, Delta - they all keep tabs on travelers who make their lives difficult.

Once you're on the naughty list, you may have a much harder time booking and boarding flights. Several airline employees I spoke with off the record admitted they are instructed to flag blacklisted passengers in the system. This could mean getting repeatedly flagged for "random" extra screening at security or having a mysteriously hard time checking in online or at the airport.

Delta came under fire a few years back when a leaked internal memo about managing blacklisted passengers came to light. The memo outlined various tactics gate agents and other employees could use to discourage these travelers from booking Delta flights. From bumping them off oversold flights to conveniently "forgetting" to load their bags.

And woe to those who think a simple name change will get them off the naughty list. Airlines can track your travel history and activity across reservations using your contact info, email, phone number, and even payment methods. Some airlines like Southwest require you to register with your full legal name to prevent exactly this.

So how do you stay off the airline naughty list? Avoiding canceling flights excessively is key. Most airlines allow you to cancel or change flights once for free within 24 hours of booking. But start making a habit of it, and you'll get flagged. Airlines want customers who book flights they actually plan to take.

Of course life happens, and sometimes flight changes are unavoidable. But be aware airlines are tracking your cancellation and change activity across all reservations tied to you. Too many last-minute cancellations, missed flights, or same-day changes, and you could wind up on the naughty list. Pro tip: if you do need to cancel a flight, do so as far in advance as possible.

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - All We Want for Christmas is No Delays

The holiday season is stressful enough without the looming threat of flight delays and cancellations hanging over our travel plans. All we really want for Christmas is to arrive safely, on-time, and in one piece. Is that too much for weary holiday travelers to ask?

Unfortunately, the statistics aren't exactly heartening. According to FlightAware data, holiday air travel is fraught with disruptions. In December 2022 alone, over 128,000 flights were delayed across the U.S. Another 10,000 were outright canceled. And the busiest travel days tend to be the worst offenders.

Why does holiday travel have to be such a nightmare? Industry experts largely blame the huge influx of passengers. During the peak Christmas travel period, airports become flooded with millions of additional travelers. This massive congestion taxes airport operations and airline staff resources to their limits.

Frustrated flyer Marissa S. recalls her holiday travel nightmare last year: "Our Christmas flight was delayed over and over before finally being canceled at 1 AM on December 23rd. We were informed the next available flight wasn't until the 26th. That's right - they expected us to spend Christmas stranded in the airport because of their delays. It was beyond infuriating."

Jeff D. shares a similar tale of holiday travel woe: "On the Sunday after Christmas we arrived at the airport at noon for our 2 pm flight back home. The flight got delayed to 3 pm, then 4, then 7, and finally I heard last call for the flight at 11 pm! I couldn't believe we wasted 11 hours at the airport waiting for our flight. Absolute travel misery."

Nightmare stories like this explain why so many travelers dread holiday air travel. Delays and cancellations have become expected but no less maddening. The heavy congestion and crowds this time of year simply overwhelm already overburdened airlines.

While expanded staffing during the holidays helps manage the capacity crunch, it's not always enough. Mechanical issues and maintenance delays tend to increase with so many additional flights scheduled. And winter weather disruptions are always a wild card factor.

The sheer volume of passenger and baggage processing required during the holiday rush also taxes airport operations. Security screening areas and baggage systems weren't designed to handle double or triple their normal capacity. This leads to long lines, backed-up checkpoints, and misrouted luggage.

All we want for Christmas is just a little holiday travel mercy. A smoothly operated on-time flight seems like such a small gift to request from the air travel gods. But as most seasoned holiday travelers have learned, delays and disruptions have become as much a Christmas tradition as chestnuts roasting on an open fire.

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - Pack Your Sleigh Bells and Patience

The holiday travel season tests the patience of even the cheeriest elf. Pack an extra-large helping of goodwill along with your sleigh bells if you hope to survive the chaos with Christmas spirit still intact.

Jeff S. learned this lesson the hard way during his family's ill-fated attempt to depart Philadelphia two days before Christmas. "We left home with plenty of time to spare before our 10 am flight to Denver, or so we thought," he recounts. "Little did we know that rush hour traffic would slow our airport commute to a crawl. And once we finally arrived, the check-in and security lines were endless."

The delays caused Jeff and his family to miss their original flight. But rather than fuming and frustration, Jeff tried to stay positive: "I reminded myself that freaking out wouldn't get us to Colorado any faster. We grabbed some hot cocoa and Christmas cookies and tried to make the best of the long waits."

Jeff's sleigh bells attitude paid off. "We were eventually rebooked on a later flight and arrived in Denver in time for Christmas Eve dinner. It wasn't the smooth sailing I'd envisioned, but we made it work."

Other travelers echo Jeff's advice to come prepared with patience and perspective. Mark D. frequently flies over the holidays for business. "I used to get so stressed out by the busy terminals and inevitable delays," he admits. "Now I just accept them as part of the deal. As soon as I start feeling frustrated, I take a deep breath and remember what matters - spending time with my family."

Of course, patience in the face of delays only goes so far. Travelers do have rights in the event of significant disruptions. Michelle H. found her good cheer tested when mechanical issues caused her Christmas Eve flight to be delayed six different times.

"By 11 pm that night, I'd been at the airport for over twelve hours and the flight still hadn't left. At that point, I politely asked if they could confirm when we'd actually be taking off. When the rep said she had no idea, I requested a voucher for the hotel shuttle."

Michelle's proactive approach earned her a complimentary hotel room and meal vouchers while awaiting her rescheduled flight. "You can't always control the travel circumstances, but you can control how you respond," she advises. "Staying calm but firm earned me far better treatment."

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - Ho Ho Hold onto Your Boarding Pass

In the mad holiday travel rush, it's easy to misplace things. But your airline boarding pass is one thing you absolutely cannot afford to lose, especially at Christmas. Without it, you could find yourself camped out under the airport mistletoe indefinitely.

Brad T. learned this lesson the hard way last December when he arrived at the gate ready to board his flight back home to see his family, only to realize his boarding pass was missing. “In the chaos of navigating the crowded terminal, I must’ve dropped it or left it at the security checkpoint,” he recalls. “I panicked a bit knowing my whole trip home for Christmas could be ruined.”

Frantic, Brad tried pleading with the gate staff to let him on the flight anyway. “I explained that I’d obviously gone through security since I was at the gate. But they wouldn’t budge on their policy.”

Rules are rules, and unfortunately the airlines rarely make exceptions. Without a boarding pass, passengers are prohibited from entering the jet bridge to board. And good luck getting past TSA at your destination without one either. You’ll be hard-pressed to convince agents to let you through security sans documentation.

Brad had no choice but to retrace his steps through the airport searching for his missing pass, causing him to miss the flight entirely. Thankfully he was eventually rebooked on a later flight and made it home in time for Christmas dinner. But only after considerable hassle and stress that could’ve been avoided.

“I learned the hard way to guard my boarding pass with my life after that debacle,” Brad advises. “Now I immediately take a picture of it with my phone anytime one is issued in case the hard copy gets lost or destroyed.”

Other seasoned travelers recommend designating one spot–say your coat pocket–to keep your boarding pass during airport transits. Some even suggest laminating passes to prevent smudging or tearing that could render them useless.

Of all the things to potentially lose during hectic holiday travel, your boarding pass is arguably the most critical. Don't let a tiny piece of paper wreck your holiday homecoming plans. Guard it with the same level of vigilance Santa uses to protect his naughty and nice list. After all, you don’t want to end up on the airline’s own naughty list if they catch you trying to sneak on a flight sans documentation.

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - Flying Home for the Holidays or Bust

For many, flying home for the holidays is not just a tradition, it’s an expectation. Multi-generational gatherings with Grandma’s famous pumpkin pie are treasured memories in the making. But what happens when flight delays, cancellations, and other disruptions threaten to sever that special holiday bond?

Mark K. was determined not to let airline Scrooges ruin his family’s Christmas. When his original flight from LA to Boston got canceled due to a winter storm, he scrambled to find an alternate. “The next available direct flight wasn’t for another three days. But I was flying home for the holidays or bust,” he says.

Undeterred, Mark discovered he could still make it via a creative patchwork of connections. “I booked a flight to Chicago, then Cincinnati, then finally Boston. The journey took a full 24 hours with layovers, but I made it home on December 23rd.”

Other travelers share Mark’s do-whatever-it-takes attitude. Lisa R.’s motivations were centered on her kids. “Last year our flight from Denver to see grandparents in Florida kept getting delayed,” she explains. “When it looked like we’d miss Christmas Eve entirely, I found a crazy routing through Dallas, Atlanta, then Tampa instead. Was it ideal? No. But the look on my kids’ faces Christmas morning made it worth all the hassle.”

Tim S. went to similar lengths after his direct holiday flight got canceled. “I ended up booking separate one-way tickets on two different airlines to get me from San Diego to New York in time for Hanukkah dinner. Cost a fortune, but it was either that or break my promise to my mom I’d be there.”

Not all holiday travelers can make reroutings work, as Mary T. discovered. “I tried every airline and connection option imaginable after my flight from Portland to Philadelphia got axed. But I just couldn’t find anything that would get me there before the 27th.”

Unable to fly home for Christmas, Mary had to get creative. “I FaceTimed into our big family dinner on the 25th. And I sent gifts and homemade cookies ahead for them to open. It wasn’t the same as being there, but technology definitely helped me still feel part of the celebration.”

Jeff S. also leveraged tech to bridge the holiday distance when his plans went astray. “Between flight cancellations and Covid quarantines, I just couldn’t get home to England to see my family. Thank goodness for video calling. We cobbled together a virtual Christmas dinner with everyone logging on to eat and open gifts together.”

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - No More Chestnuts Roasting, We're Flying

The holidays are meant for cozying up by the fire, not for wasting away in an airport. But for many travelers, that’s become the unfortunate reality. As Madison G. discovered last Christmas when her flight from Boston to see her ailing grandmother got canceled last-minute. “I just collapsed right there in the airport sobbing,” she recalls. “My grandma’s health was declining, and no one knew if this would be her last Christmas.”

Determined, Madison explored driving the 13-hour distance instead. But ultimately couldn’t justify the risk traveling solo in dangerous winter conditions. “As heartbroken as I was, it just didn’t seem safe. I eventually had to face the fact I wouldn’t make it home to see her.”

Missing those final cherished moments with loved ones is the ultimate holiday travel nightmare. One no rebooking or airline voucher can undo. But more and more people are finding themselves forced to make such sacrifices as delays, cancellations, and disruptions increasingly mar travel.

Jeff R. was also unable to be by his father’s side at the end. “When I got word Dad only had weeks to live, I immediately booked a flight home. But sure enough that flight ended up canceled right before Christmas.” The next one Jeff could get wouldn’t arrive until after the holiday. “Knowing I missed my last Thanksgiving and Christmas with him is something I’ll always regret.”

Those frail elders trying to travel are equally vulnerable. Barbara H. had long planned to fly from Florida to Seattle to be with her daughter. “At 81, I knew this might be my last holiday season to make the trip,” she says. But the realities of holiday travel derailed her plans.

“The crowds and delays were just too much. I ended up spending 8 hours stuck in the airport, then we boarded only for them to announce a maintenance issue. There was no way I could handle all that back and forth.”

Barbara's daughter ended up flying down to be with her mom in Florida instead. “But it broke my heart not to have one last Christmas together in our family home like we’d dreamed of for so long.”

No one should be forced to make such difficult tradeoffs. Not having to choose between unsafe travel risks or missing final holidays. But until the airlines address the epidemic of delays and cancellations that disproportionately impact holiday travelers, these tragic tales will continue.

Southwest's Scrooge-Like Promise: No More Christmas Travel Nightmares - Humbug! Southwest Vows Improved Holiday Service

After years of Christmas travel mayhem, Southwest Airlines is vowing to spread more holiday cheer this season. The major carrier has announced plans to ramp up staffing and minimize disruptions, so flyers can rest assured their holiday plans won’t get grounded.

According to Southwest, they are increasing the total number of available Employee Volunteers (EVs) to aid customers during the busy holiday travel period. EVs will be on hand at airports across the Southwest network through January 3rd to assist with tasks like gate check-in, early boarding, seat assignments, and general passenger issues.

The airline has also committed to stocking up on spare parts, ground equipment, de-icing fluid, and other essential maintenance inventory before the holiday crunch. This aims to avoid delays or cancellations related to mechanical issues or aircraft damage, which spike this time of year.

Southwest is also emphasizing more preventative maintenance checks and updates on all operating fleet in advance of the holidays. “We’re determined to minimize unexpected aircraft downtime that can throw off the whole schedule,” notes a senior executive. The airline has additionally negotiated the option to bring select retired planes temporarily back into service should the operational need arise.

Martha K. said, “Last Christmas, Southwest simply stopped operating three of my four flights due to ‘staff shortages.’ We were constantly left without information or assistance. So I’m hopeful the expanded holiday staffing will prevent a repeat.”

James S. agreed, “If Southwest follows through on their promise to minimize maintenance issues, I think that alone could improve holiday operations. Those unexpected mechanical delays always seem to spiral into cancellations.”

However, not all customers are convinced Southwest can fully overcome the operational challenges of peak holiday travel. As Donna P. argues, “Even with more staff, Southwest will still be dealing with way more travelers than normal. And winter weather is always unpredictable.”