Southwest Airlines Community

Hello there, @mgrant11!   Can you tell me what URL is showing in your browser? Are you being redirected back to that page when trying to go to another website?   Thanks! ... View more

Haha, great to hear! Nicole just messaged that she was able to work some magic on her end so your message functionality should be there now.   Thanks!   ... View more

Calling in some help from one of our Community Owners, @NicoleAshley 🙂   Any thoughts on the issue @ddeader is having with accessing Private Messages? ... View more

@ddeader That's odd since we were able to Private Message already. When you open up the message I sent back where I asked for your MAC address, was there not a yellow Reply button?   If you're having trouble accessing the message entirely; when you click on your profile icon that has the red number next to it, you should see an envelope icon in the box that opens which will take you to Private Messages, but let me know if that's not the case.   ... View more

Hey there, @ddeader!   Can you DM me your flight details so I can look more into your specific cases? We have not been having any movie outages recently (was just able to watch The Way Back yesterday on my Galaxy S10 yesterday, highly recommend for your next flight), but want to look more into this for you. Especially with you being able to watch on-demand TV, it's very odd that movies weren't working as they are delivered the same way and are supported on Android devices running at least Android v8.    Thanks!   ... View more

Hey there, @tlpanella, do you mind DMing me your current flight information and your MAC address? I personally was inflight within the past few days testing on 2 different Macs and was not able to replicate this issue so want to dive into your device logs with our service provider, Global Eagle.    Also, can you confirm that your Mac is on at least MacOS 10.11?   Thanks so much! ... View more

Hi there, @Hs1, I'm sorry to hear you are having issues. When you say "it's still going", I have a bit of information below to try to understand what you are experiencing.   Our network is very similar to a network like one you would find at a Starbucks. It is a public network accessed through an SSID, but ours is named "SouthwestWiFi". This SSID will only appear in your available networks within your settings on your device when you are near one of our aircraft.    If you chose to interact with our Inflight Entertainment Portal while inflight (perhaps you enjoyed a free movie or chose to catch up on emails), you would have accessed it through the website www.southwestwifi.com. When you deplaned, you could be like me where you just locked your device and put it away which would have retained the page you were on in the Portal at time of locking your screen. If that's the case, you need to just close that tab/window on your device or change the URL to what you are actually wanting to do on your browser.   Were you still seeing the Portal or was something else occurring?   Thanks! Tara ... View more

Hi there @gregr153! I'm very sorry to hear about your repeated issues and am working closely with Global Eagle to determine what might be going on and would love to find a resolution beyond just asking you to clear your cache. We were testing as recently as last week with various Microsoft Surfaces even prior to seeing your note and were not seeing this. Can you confirm which versions of browsers you were using? Lastly, can you provide me with the first or last two characters of your MAC address? Feel free to message me directly if you're more comfortable.   Thanks! Tara ... View more

Hey there, this definitely should not be happening so I'm going to do some investigating and try to replicate. I know you mentioned that you were on a laptop, was it a Windows or Mac? And what browser? ... View more

Thanks so much for sharing! Your information helped us identify a root cause specific to iPad OS 13 and our movie player that will be addressed in our April app release. ... View more

Hey there! We are actively working with Global Eagle, our Inflight Entertainment provider to replicate and solve this issue. Can you send over which browser you are accessing the Portal from? And which version of the Southwest app you are running? ... View more

I am so sorry you are having this issue, what browser are you accessing the Portal from? Also, can you let me know which version of the Southwest app you have downloaded? ... View more

Oh no! When you go to www.southwestwifi.com after connecting to the SouthwestWiFi SSID, does the Portal load at all? Or do you just get an error message? ... View more

Hey there, @revdkenhoward , can you share what device this is occurring on? What happens when you try connecting to www.southwestwifi.com in your browser after connecting to the "SouthwestWiFi" SSID?    Thanks! ... View more