Had I seen this post last week, our vacation might not have been totally detailed. Since I know Mexico accepts dogs through customs without issue and had traveled previously with our dog on Southwest domestically, I didn't know it was an issue. Apparently, multiple Southwest employees didn't either..
I called Southwest’s main line prior to our flight on 4/6/18, connecting specifically with the line for updating **international** travel reservations, in order to book our 9 lb dog Ollie on our upcoming flights to/from Cabo (SJD). After entering the info into the system, the Southwest agent on the phone politely confirmed Ollie was booked on the fights both two and from SDJ and that it would cost $95 each way, which we would pay at the airport. WIth Ollie "successfully" booked on our flights, we paid the vet $139 to get the necessary health docs within 10 days of traveling.
Upon arriving at our departing airport, we checked in for our flight and paid the $95 pet travel fee to have Ollie accompany us to Cabo (SDJ). We provided all the paperwork provided by the vet confirming Ollie’s ability to travel to Mexico which was reviewed by the agent, and we also answered the agent’s question that yes, we had booked a dog friendly hotel near Cabo and Ollie’s travel arrangements we accounted for. She gave us the dog tag ticketed to SDJ, and from there we proceeded through security without issue.
Then - arriving at the departure gate - we were informed there had been a mistake. Despite the fact that Ollie was 1) booked on the flight by a Southwest phone agent days before and 2) paid for and ticketed at the check in desk less than 30 min prior, she informed us that Southwest actually does not permit in-cabin pets to travel internationally unless the dog is documented Emotional Support Animal. We were devastated. It had taken us months to finally get the time off for a short 3-day / 4-night vacation and now - with less than 30 minutes before our flight was to depart - we were told that we couldn’t board the flight unless someone could come pick up the dog. Impossible, since we live more than an hour away from the airport.
I'm trying to work through the correct channels to redeem the promised ticket and pet fee refunds need to route through Customer Relations, but I can't find a Customer Relations email address to send an email with attachments (can't send via webform).
If anyone has any leads, please let me know - otherwise am just posting to say DO NOT take Southwest agent's word for it over the phone if she books your dog on your itinerary to SDJ. The policy, unfortunately, has not changed.
Southwest - if you're out there - I understand mistakes happen but this was a huge blow to us. I'm hoping to send a full accouting of what happend (already typed) along with documentation and receipts to the correct department, rather than split it all up for the web form. Any assistance you can provide is greatly appreciated.
