into a diabetic shock. reporter: christmas with family never happened but now she s just trying to get home. i love my family. i really had my hopes up that i was going to be able to see them. and it hurts. reporter: southwest officials say they are offering a full refund or a flight credit. have created a website to try to make that process a little bit easier, but some of the lines to rebook are still hours long and the line to reach customer service is longer in some cases. some customers saying southwest can t rebook them until january. gabe cohen, cnn, baltimore, maryland. p mp we asked the transportation secretary what people are entitled to and how the airline should be res responding? another thing you should
0 so let s go. the digital age is waiting. if you run a small business, you need the most from every investment. that s why comcast business gives you more. more innovation. with our new gig-speed wi-fi, plus unlimited data. more speed. from the largest, fastest, reliable network. and more savings- up to 60% a year on comcast business mobile. all from the company that powers more businesses than any other provider. get started with fast speeds and advanced security for $69.99 a month for 12 months. plus ask how to get up to a $750 prepaid card with qualifying internet. hello and a warm welcome to our viewers joining us in the united states and all around the world. i m bianca nobilo live from london. max foster has the day off. just ahead on cnn newsroom. this is absolutely insane. the next flight that was offered was in january, and they couldn t even get us home. optimistic to be back on track before next week. she saw mark meadows burning documents in his office fireplac
reporter: and southwest tells me they are offering impacted customers a full refund or a flight credit. they ve even created a website to make that easier, but in many cases, these lines to rebook are still hours long and the wait to reach customer service can be even longer. some travelers telling me the wait to rebook at this point, the delay, could be until new year s eve, even january. and phil, the ripple effect now is that it s getting harder to book seats on other airlines. even to rent a car. as people try to find their way home. yeah, gabe, a great window into the fact this is more than just a frustrating inconvenience. gabe cohen reporting live, thank you so much. now, you just heard from one passenger looking for her bags. in reality, thousands of pieces of wayward luggage are scattered around the country. we see here in houston, has vegas, and chicago. cnn s adrienne broaddus is in
point a to point b someone had to take a bus for a chance to hopefully get on a better flight or get on some flight in a different city so across the board, you re seeing people who really are dealing with days long travel issues as for southwest, they understand they acknowledge that this is unacceptable and apologizing to their customers, but they are also pointing to weather saying that this massive storm that blanket ed the county really is what s gotten them off course they say they did everything on their end in terms of putting personnel and staffing where needed, but it s important to point out that the flight attenadapts union and the pilot s union strongly dispoouting that now the dot is going to investigate whether or not this was in the airline s control for those passenger who is have had their flights cancelled, what are they entitled to? it depends. let s say for people who did already have flights cancelled, southwest says that they can either get a full refund or
was going to be able to see them. and it hurts. reporter: now, southwest say they are offering customers a full refund for a flight credit. but the reality for some travelers, they tell me they ve spent hundreds, even thousands of dollars being stuck in cities like baltimore. and wolf, the ripple effect here is that it s getting harder to book seats with other airlines, even to rent a car, because so many people are just trying to get home. truly awful situation. g gabe, nuke. let s let s go to western new york right now and in buffalo where they are digging out from more than 50 inches of snow. the death toll rising to 31 in the buffalo area, and that was just announced a short time ago. cnn s miguel marquez is covering