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Southwest CEO Gary Kelly Apologizes to 737 MAX Passengers With Refunds and Vouchers

Emily McNutt
Emily McNutt
Contributor
Oct. 03, 2017
•
2 min read
IMG-Southwest-737-max8-10
Southwest CEO Gary Kelly Apologizes to 737 MAX Passengers With Refunds and Vouchers
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Southwest's inaugural day of service with its new 737 MAX 8 aircraft didn't quite go as planned. After the the aircraft's first flight, WN1 from Dallas Love Field (DAL) to Houston Hobby (HOU), a maintenance light came on in the cockpit. After three separate delays, the aircraft was eventually swapped out for an older 737 model. While the first flight went off without a hitch, the rest of the day was rather disappointing for both AvGeeks and Southwest employees on board — including the company's CEO Gary Kelly.

Kelly was around for the day's activities and had plans to complete the entire "Texas Triangle" routing — DAL-HOU, HOU-SAT and SAT-DAL. His enthusiasm was felt throughout the first flight, and his disappointment was apparent after it was announced that the aircraft would be swapped. Many passengers ended up abandoning the rest of the "Texas Triangle" routing, disappointed. Now, passengers on board for the MAX festivities have received an email from Mr. Kelly himself, apologizing for the letdown.

The generous offer of a full refund for the cost of their one-way airfare, as well as an additional $250 voucher is a classy move from Kelly on behalf of Southwest. I can't say this move is surprising, however. During the abbreviated MAX day, Kelly made himself readily available to all passengers on board and in the terminal to ask questions, take photos, shake hands and sign autographs.

It's a breath of fresh air to see a CEO of a major airline who shows such interest in putting the customers first. This note from Kelly himself shows his character as not only a leader of a great airline that cares about its passengers. Good move, Southwest and Mr. Kelly!

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Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits.

Pros

  • 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.