in the scores of unclaimed suitcases from dallas and st. louis to chicago and baltimore. a viewer fetched his luggage after spotting it from a nbc report. i was in d.c. so i drove up, found my bag. reporter: transportation secretary pete buttigieg telling tom this week the continued mayhem is southwest s direct ponceability. they will told me in their words that they will go above and beyond their written customer service plan. i will hold them accountable for doing that. financial? yes. i am truly sorry. reporter: southwest s ceo apologizing to the airlines employees and customers today rolling out a new website for travelers to submit requests for any refunds. compensation experts say it could cost the airline hundreds of millions of dollars. for some passengers it may be too little, too late. we need to be compensated big than just our flights. it makes me second-guess flying southwest or ever checking a bag again.
beyond their return customer service plan. i am going to be holding them accountable for doing that. is that mean financial absolutely. i m truly sorry southwest ceo apologizing to airlines customers and requests for any refunds. compensation, experts say, could cost the airline hundreds of millions of dollars. but for some passengers, it may be too little, too late. we need to be compensated bigger than just our flights. it makes me second guess flying southwest, forever taking it back again. nbc s emilie ikeda, thank you for that report. that is tonight s last word. i am jonathan capehart, thank you for watching. all in with chris hayes is up next. is u next good evening from new york, i m chris hayes. nearly two years after the