talked about with the southwest ceo is that a passenger shouldn t have to request that. they need to be proactively offering that. he pledged that they would. and again, we ll be watching to make sure they follow through. what is your advice, mr. secretary, to southwest customers who have been left stranded, they re desperate now and struggling to even reach customer service at southwest airlines. what is your advice to them? that s right. they re in an unacceptable situation. the difficulty of getting anyone on the phone and being in this level of cancellation disruption in the first place out of a major weather event isn t acceptable. there is information that the airline provided. they ve set up, as i understand it, a website that you can use to without having to wait on the phone to get your money back and to put in some of the expenses that you re experiencing, but i want passengers to know we have a website, too. and when an airline is failing to meet customer service commitm