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Southwest Airlines Community

Masks and Snacks?

New Arrival

What is the point of requiring customers to wear a mask at all times on the plane if they serve food and water?!?

First of all, I am a long time Southwest fan, but I was disappointed with my last experience. It is common knowledge that "masks are required at all times" while flying with SW. Last week when I flew I was shocked to see them serving snacks and water (while on a 1.2 hour flight). I saw multiple people take there masks completely off to eat and drink. I think that this is reckless in these times and it made me very uncomfortable. 

Upon my return I reached out to SW to express how uncomfortable this made me feel. I got a response within hours (a copy and pasted message) stating that they have "made many changes to our operations" due to COVID, "including temporarily discontinuing service on flights". This is not what I experienced first hand. Since this response contradicted what I saw, I sent another complaint sharing the contradicting response I got. After 5 days I have not got a response to that. So yesterday I sent another complaint, begging for a response... still have not got one. 

I am deeply disappointed to see SW ignoring me on such a important topic/concern. SW customer service has always impressed me, but this is not... If I do not get a response from them, I am saddened to say I will not use SW anymore 😞

Save your money on the snacks SW (you'll need it)... and save lives!

 

These are my case numbers that I have not received an answer to: 

(Case #10236642) (Case #10245601) (Case #10368810)

6 REPLIES 6
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Re: Masks and Snacks?

Active Member

Hi,

 

Apologies for this. Since this is a peer-to-peer community, I would encourage you to try contacting the airline on social media (via DM) to discuss this further. I'm not 100% sure how the airline is offering service in-flight. The team on social media can definitely assist, or someone else here can share if they're aware of this policy.

 

Safe travels and stay safe!


Community Champion | LGA based | Companion Pass Holder | Southwest Passenger
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Re: Masks and Snacks?

Rising Star

I wasn't aware that food/drinks were still being served on flights, but if you eat or drink, logic implies that you need to take your mask off to consume food or drink a beverage. It's the same if you are eating at a restaurant, whether indoors or outdoors. You should take your mask off to eat or drink, and put your mask on when finished. 

 

--Jessica

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Re: Masks and Snacks?

Top Contributor

Actually, Jessica, the only drinks served are water. I presume this insures less aisle time than serving the normal array of drinks thus subjecting FAs and passengers to less risk..

 

Food is a bag of mixed stuff: pretzels, crackers, etc. I haven't had a bag of pretzels since March.

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Re: Masks and Snacks?

Top Contributor

Two items from Southwest's website:

 

https://www.southwest.com/airline-cleanliness-social-distance/

 

"We do acknowledge there may be times when a Customer needs to briefly remove their face covering, for instance, to eat, drink, or take medicine. However, we expect these instances to be very brief, and Customers should put their face covering back on as soon as possible."

 

"We are serving water and a snack mix on flights over 250 miles, when available. Straws are available on request. For all other flights, snack and beverage service is suspended until further notice to limit close interactions. (Began May 22)"

 

Even if Southwest stopped serving food and drinks people are still allowed to bring their own food and drinks onboard. You obviously disagree and it's good you have written to voice your objection, but hopefully the above info clarifies the current policies. 

 

--TheMiddleSeat

 

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Re: Masks and Snacks?

New Arrival

Thanks for the information. I will keep my mask on and save the snacks for after flight 😉

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Re: Masks and Snacks?

Active Member

I mentioned this before.  But if giving water and a snack is going to happen, then it is going to happen.  However, (and I have no idea or data to back this, just a random thought).  If as you get on the plane a passenger is able to grab pre-bagged water and snack that would be nice.  This (in my mind) would then have people intermittently have their masks off and not everyone in the section just served all exposed at the same time.  If I'm snacking and my seat partner has their mask on, less risk to them.  If they are snacking and I'm masked up, I'm a bit safer.  If we all in the immediate area are all snacking and not masked up, we might be more suspectable.  Just a random thought.