@Btea We're sincerely sorry for your disappointment with the cost to travel with your dog. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations for assistance, especially if you noticed any inconsistencies with our enforcement of the policy.
Thank you,
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04-14-2021
04:16 PM
04-14-2021
04:16 PM
@Donna2242 I am so sorry you weren't aware of your flight changes! As a peer-to-peer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations to share the details of how you were impacted.
Thank you,
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@Gd517 Sorry for the frustration! What city have you noticed is not showing up for? If it is a newly opened station, that may be the culprit.
If not, our Mobile Team responded with the following:
Make sure you go to the pass details within the wallet and activate the switch that says “Suggest on Lock Screen.” This activates the pass to be shown on the lock screen at the stations we serve.
Wallet > Saved Boarding Pass > Options > Suggest on Lock Screen
Then keep your Southwest App location settings on “Only When I use the App.” That is the minimum amount of tracking.
Note: While the above examples are with a Security Document, it is the same process as a Boarding Pass.
Let me know if this helps!
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04-12-2021
11:08 AM
@Thiliphk We are sincerely sorry that your encounter with one of our Employees has you questioning our commitment to outstanding Customer Service, and we regret that we disappointed you with your overall travel experience. As a peer-to-peer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations so we can document your concerns and follow-up with the Employee internally. Thank you.
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@Gd517 wrote:
So was this ever resolved?
I’m having the same issue in IOS a year and a half later. In the settings for the app, in location, am I supposed to set it to “While Using the App” or “Always”?
Hey @Gd517 , I've reached out to our Mobile Team for assistance with your question. I'll circle back once I receive a response. Thanks!
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04-12-2021
09:52 AM
04-12-2021
09:52 AM
@Btea , we're sincerely sorry for letting you down with your recent travel experiences, and we especially regret if you noticed any inconsistencies with our Crew. As a peer-to-peer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations for assistance or documentation of your concerns. Thank you.
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04-08-2021
08:38 AM
Customers traveling with lap children under the age of two can skip the airport ticket counter line by adding their lap child into their reservation from a self-service kiosk. While you do not need to show proof of age to complete the listing, you will still need to carry either the child’s birth certificate or passport if an Agent requests it at any point during travel.
Once you bring up your reservation at the airport kiosk, and after you’ve acknowledged the hazardous materials and COVID-19 declarations, you will see the screen below.
Steps to Add Your Lap Child
Check the box to add your lap child. Click Next.
Add your child’s name, gender, and date of birth. Click Next.
Read and acknowledge the Lap Child Policy displayed on the screen by clicking Acknowledge.
Check and confirm the Passenger and flight information. Click Next.
Check bags if you have them, and follow the prompts to Finish.
We look forward to seeing you and your little one(s) onboard a Southwest flight soon!
For full details on traveling with an infant, visit Baby on Board.
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Labels:
@SergioK We're sincerely sorry for letting you down with your travel experience, especially if you saw inconsistencies with our policies being enforced. As a peer-to-peer support forum, we are not equipped to assist you here, but we encourage you to Contact Customer Relations for assistance.
Thank you,
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@rmiller958 I'm so sorry you've gotten the run around! If you choose the email option in the link below, we can have a Chase Partner Liaison in Customer Relations look into this for you.
Contact Customer Relations
Thank you,
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03-22-2021
09:27 AM
@shurrieann I am so sorry for letting you down with our handling of your situation. Since The Community is a Customer to Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations to share your concerns. Thank you.
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03-16-2021
08:44 AM
@warrencab wrote:
Wholeheartedly agree! Our son who has Autism with sensory integration disorder will not and cannot keep a mask on his face. Southwest has always made accomodations for him through pre-boarding, but the application process and the hoops you must jump through are ridiculous In March of 2021! Come on, Southwest! A doctor's note explaining why should suffice!!
Pre-boarding should take care of this process!
@warrencab
We understand your concerns and sincerely regret any added stress the conditions required for those requesting an exemption have caused. The conditions serve the purposes of ensuring that only qualified People under the exemptions would be able to travel without a mask and promoting Safety. As a peer-to-peer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations for assistance in applying for an exemption for your son. Our Representatives would be happy to assist.
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03-10-2021
04:06 PM
2 Loves
Hi @jls2662. As you may know, we recently updated our Service Animal Policy (select Trained Service Animals in the left hand margin of the page for full details) to align with recent regulatory changes from the U.S. Department of Transportation (DOT). For travel after March 1, Southwest will only accept service dogs that are individually trained to do work or perform tasks for the benefit of a qualified person with a disability. We believe these changes improve the overall Safety of travel for our Customers and Employees and are in alignment with federal laws that no longer require airlines to recognize service animals other than service dogs as defined by the DOT.
As a peer-to-peer support forum, we are not equipped to assist you here, but if you have a specific suggestion or concern, I encourage you to Contact Customer Relations.
Thank you,
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@Penny2021 I am very sorry to learn of your husband's experience, and I apologize that we let you down with our response to your concerns. As a peer-to-peer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations to make them aware of the response, so we can review the situation internally.
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@Dbichell, I am incredibly sorry to hear the details of your experience, and my heart goes out to your family during this difficult time. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I strongly encourage you to email Contact Customer Relations, so they can document your concerns.
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02-26-2021
10:56 AM
@Jonesbbkr, We're saddened to know you're disappointed in us. As you know, all Customers and Employees over the age of two are expected to wear face coverings over their noses and mouths unless eating or drinking.
As a peer-to-peer support forum, we are not equipped to assist you here, but if you have noticed inconsistencies on any specific flight, we encourage you to Contact Customer Relations so we can document your concerns and follow-up internally.
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02-26-2021
08:59 AM
1 Love
@TootieB check out our Knowledge Base article: Help! My name changed since I booked my flight. The process is the same even if you don't have a flight currently booked.
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02-26-2021
08:40 AM
02-26-2021
08:40 AM
@LD3S wrote:
Thank you Nicole, I appreciate your response! The concierge described the $25 Rapid test as an antigen test so I will clarify with them. The price difference is significant so I would rather spend that money on more margaritas and guacamole!
@LD3S I completely understand and am so excited you're going! I was just there and made the same choice (for the same reasons), and the antigen test got us home perfectly fine. But I did definitely confirm twice with the concierge just to be sure.
Pro-tip for your return: We did not expect that the airport security in Mexico required their own COVID-19 attestation form before they'd let anyone in the security line. They pointed to tables off to the side with QR codes that would allow you to create a log in and fill out the form on your smart phone, but the airport WiFi was poor, and our logins returned with errors. Save yourself the trouble of being stopped at security and ask a Southwest Employee at the ticket counter for a security form so you can roll on through 🙂
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Hey @LD3S , I would just get further details from the concierge of your hotel about what exactly their rapid test is. If it's a nucleic acid amplification test or a viral antigen test, you're good to go.
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@PetertheProphet wrote:
@PDFelter wrote:
@PetertheProphet I was not dishonest in my post. We had no issues with anything. I probably could have added "we did not contract Covid on any of our 4 flights".
Again, if the original poster had a problem with flying during these times, they need to find a different mode of transportation then. I personally feel it is safe to fly at this time. We both have our opinions and we both need to do what is right for ourselves. Are we to close the business permanently because of a virus? That is what will happen if we shut down until the virus is over (hint - it isn't going away, just like the flu, colds, etc.)
TO this comment that I "willfully left out the fact that Southwest Airlines requires all passengers to wear face masks". No I didn't leave it out. It is understood by all who fly that they require all passengers to wear face masks. They post it everywhere, so I didn't feel the need to say it again.
You have no grounds to criticize the lockdowns if you are on board with the unlawful mask mandate. And the second part of your comment (see bold) is untrue. There was a time when Southwest Airlines allowed exemptions; they no longer do so.
For added context, Southwest Airlines is following the order issued by the CDC that requires face masks to be worn by all travelers while on public transportation. People must wear masks that completely cover both the mouth and nose while awaiting, boarding, disembarking, or traveling on airplanes, ships, ferries, trains, subways, buses, taxis, and ride-shares as they are traveling into, within, or out of the United States and U.S. territories. People must also wear masks while at transportation hubs (e.g., airports, bus or ferry terminals, train and subway stations, seaports) and other locations where people board public transportation in the United States and U.S. territories.
If you have a disability, as defined by the Americans with Disabilities Act, that prevents you from wearing a mask, but still wish to travel: Southwest is currently finalizing steps for a Customer to take to apply for a disability-related exemption from the mask requirement. The first date Southwest would allow a Customer with an exemption to travel is March 21.
Please know that we want everyone to be comfortable sharing their unique thoughts and opinions on the Southwest Community, even those who disagree with Southwest's policies. That said, engaging with others in such a way as to incite or perpetuate an argument or conflict is prohibited on the Community. We encourage everyone to refresh themselves on Community User Guidelines.
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02-24-2021
05:11 PM
@markchentx wrote:
Thank you for this information. Can you please forward the email to me? Thanks!
Mark
Hey @markchentx, I removed your email address for your privacy and per our Community User Guidelines . A screenshot posted here with any personally identifying information blacked out would be a better option!
Thank you,
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We appreciate everyone here sharing their thoughts.
As this thread has become heated, I'm dropping in a friendly reminder that everyone on the Community is expected to follow the Golden Rule. We welcome all Community Members to engage with the content we find here, as long as it is respectful and on-topic, and we encourage everyone to refresh themselves on our Community User Guidelines.
Additionally, remember, not all advice is sound advice. While Members and Employees will do their best to help each other out, it is possible for information provided in the Community to be wrong, incomplete, or not applicable to your specific situation. Always apply good judgment and feel free to seek information from official sources.
Regarding the Air Carrier Access Act, Southwest is fully aware of all laws and regulations protecting passengers with disabilities. We are active in the airline industry in sharing best practices about how best to accommodate passengers with disabilities. If you have a disability, as defined by the Americans with Disabilities Act, that prevents you from wearing a mask, but still wish to travel: Southwest is currently finalizing steps for a Customer to take to apply for a disability-related exemption from the mask requirement. The first date Southwest would allow a Customer with an exemption to travel is March 21.
We continue to evaluate our policies and procedures based on public health guidance and advice from medical and aviation organizations. With the Southwest Promise, we’re committed to supporting the well-being of our Employees and Customers by requiring face coverings; using HEPA air filters onboard (similar to the technology found in hospitals); and applying both an electrostatic disinfectant and an antimicrobial spray on every surface of the aircraft, killing viruses on contact and forming anti-microbial coating that lasts for 30 days.
Thank you,
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We appreciate everyone here sharing their opinions. As this thread has become heated, I'm dropping in a friendly reminder that everyone on the Community is expected to follow the Golden Rule. We welcome all Community Members to engage with the content we find here, as long as it is respectful and on-topic, and we encourage everyone to refresh themselves on our Community User Guidelines
Additionally, the Community is a peer-to-peer support forum. If you have concerns regarding a specific travel experience with Southwest or would like to submit a suggestion, you will need to Contact Customer Relations.
@Cydkjones @dfwskier @PetertheProphet @swa-suck-it @gsking @SWFlyer007 @Dougherty223
Respectfully,
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@Cydkjones We're sorry for your disappointment we are no longer limiting onboard capacity. We continue to evaluate our policies and procedures based on public health guidance and advice from medical and aviation organizations. With the Southwest Promise, we’re committed to supporting the well-being of our Employees and Customers by requiring face coverings; using HEPA air filters onboard (similar to the technology found in hospitals); and applying both an electrostatic disinfectant and an antimicrobial spray on every surface of the aircraft, killing viruses on contact and forming anti-microbial coating that lasts for 30 days.
While elements of our experience have changed and will continue to evolve, we are committed to delivering the same Southwest Hospitality that you know and expect.
Sincerely,
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@travelingtom wrote:
We are getting mixed answers.
We know we need to get tested to return, but are we "required" to get tested before going to mexico?
@travelingtom Apologies for any confusion! Currently, Mexico is not requiring a negative test to enter Mexico.
On your return to the United States you will need to do two things:
Submit an attestation (written documentation) to the U.S. Government, through Southwest®, that you are COVID-19 negative or have recently recovered from COVID-19. Each Passenger will be required to submit a form. If you are traveling with others, they will also have to fill out the form. If you do not complete the form prior to arriving at the airport, you will need to do so at the airport prior to boarding.
Bring evidence of your qualifying COVID-19 negative viral test result or your recent recovery from COVID-19, which could be either of the following:
A physical or electronic documentation of a qualifying COVID-19 negative viral test taken within 3 calendar days preceding your flight’s departure to the U.S. A viral test means a viral detection test for current infection (i.e., a nucleic acid amplification test or a viral antigen test) approved or authorized by the relevant national authority for the detection of SARS-CoV-2.
Evidence of recent recovery from COVID-19 including both (a) a signed letter on letterhead from a licensed healthcare provider or public health official that you have recovered from COVID-19 and are cleared for travel and (b) physical or electronic documentation of a COVID-19 positive viral test result obtained within the 90 days preceding your flight to the United States.
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02-24-2021
11:23 AM
@YeahNoMaybe wrote:
I'm just curious whether or not there is a way to block a specific user's comments.
Thank you.
Hello, and great question, @YeahNoMaybe. There is not a way to block another user's comments, but we encourage you to flag any comments you feel violate our Community User Guidelines using the cogwheel icon and selecting the Report Inappropriate Content option. My Team will review those and remove any content that violates our Community terms of use.
In case it's helpful, I've pulled the clause below from our guidelines for your reference.
Use good judgment.
Remember, not all advice is sound advice. While Members and Employees will do their best to help each other out, it is possible for information provided in the Community to be wrong, incomplete, or not applicable to your specific situation. Always apply good judgment and feel free to seek information from official resources--in the context of this particular thread, resources like Southwest.com, CDC.gov, or the COVID-19 State of Hawai‘i Portal.
Thank you,
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02-24-2021
11:18 AM
1 Love
We appreciate everyone here sharing their candid thoughts related to travel to Hawaii. As this thread has become heated, I'm dropping in a friendly reminder that everyone on the Community is expected to follow the Golden Rule. We welcome all Community Members to engage with the content we find here, as long as it is respectful and on-topic, and we encourage everyone to refresh themselves on our Community User Guidelines.
Additionally, please feel free to review Southwest's policies relating to travel to Hawaii.
Remember, not all advice is sound advice. While Members and Employees will do their best to help each other out, it is possible for information provided in the Community to be wrong, incomplete, or not applicable to your specific situation. Always apply good judgment and feel free to seek information from official resources such as Southwest.com, CDC.gov, or the COVID-19 State of Hawai‘i Portal.
Thank you,
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02-24-2021
09:51 AM
1 Love
Hello,
We appreciate everyone here sharing their travel experiences and candid thoughts related to travel during the pandemic. As this thread has become heated, I'm dropping in a friendly reminder that everyone on the Community is expected to follow the Golden Rule. We welcome all Community Members to engage with the content we find here, as long as it is respectful and on-topic, and we encourage everyone to refresh themselves on our Community User Guidelines.
Additionally, the Community is a peer-to-peer support forum. If you have concerns regarding a specific travel experience with Southwest or would like to submit a suggestion, you will need to Contact Customer Relations.
A few things to note regarding the topics covered in this discussion:
If you have a disability, as defined by the Americans with Disabilities Act, that prevents you from wearing a mask, but still wish to travel: Southwest is currently finalizing steps for a Customer to take to apply for a disability-related exemption from the mask requirement. The first date Southwest would allow a Customer with an exemption to travel is March 21.
Additionally, while Southwest is no longer limiting onboard capacity by blocking middle seats, we continue to evaluate our policies and procedures based on public health guidance and advice from medical and aviation organizations. With the Southwest Promise, we’re committed to supporting the well-being of our Employees and Customers by requiring face coverings; using HEPA air filters onboard (similar to the technology found in hospitals); and applying both an electrostatic disinfectant and an antimicrobial spray on every surface of the aircraft, killing viruses on contact and forming anti-microbial coating that lasts for 30 days.
While elements of our experience have changed and will continue to evolve, we are committed to delivering the same Southwest Hospitality that you know and expect. For more info about the Safety measures we're taking, check out The Southwest Promise.
Thank you.
@bbland
@swa-suck-it
@PetertheProphet
@SWFlyer007
@TheMiddleSeat
@jksobonya
@dfwskier
@Frequentflyer89
@chgoflyer
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02-24-2021
08:40 AM
@Frequentflyer89 We're sincerely sorry this experience has you questioning our commitment to valued Customers like you and your family. I deeply regret if we missed an opportunity to provide you with a higher level of Customer Service given the circumstances. As a peer-to-peer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations if you would like to have your experience documented.
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02-23-2021
03:13 PM
@laurynfaron Apologies for misunderstanding! Southwest is following the order required by the CDC within the U.S. Department of Health and Human Services. According to the order, your husband's test would not qualify.
Here is what I found on the CDC website:
Can I get a rapid test?
Rapid tests are acceptable as long as they are a viral test acceptable under the Order.
Does an at home test qualify?
The Order requires a lab report to be presented to the airline or to public health officials upon request. A home specimen collection kit that is tested in a laboratory should meet the requirements, if such methods have been authorized by the country’s national health authorities. A viral test conducted for U.S. Department of Defense (DOD) personnel, including DOD contractors, dependents, and other U.S. government employees, and tested by a DOD laboratory located in a foreign country also meets the requirements of the Order.
I'm sorry that's not the news you were hoping for! He will need physical or electronic documentation of a qualifying COVID-19 negative viral test taken within 3 calendar days preceding your flight’s return to the U.S. Hopefully your hotel either offers a test or can advise you on where he can get tested.
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