Southwest Airlines Community

Thanks for the quick reply Blake   No reply to Twitter and FB messages   To be fair, the automated responses from SWA indicate a wait of several hours is likely   Thanks again     ... View more

OK, no photo uploads    Text below Sorry, we found some errors... We are unable to process your request. Please try again. If you continue to have difficulties, please contact a Southwest Airlines® Customer Representative at 1-800-I-FLY-SWA (1-800-435-9792). Error detail 1: c25e03f2-4a25-4574-8d64-eb40853d9941 : 403050700   Same error message, different error detail with each failed booking attempt   I heard southwest.com is 'glitchy' but this is a bit much   Suggestions?   Thanks again  ... View more

So much for uploading screen shots with the first post, try again here ... View more

Received a reply from SWA this morning   - nice little note   - no voucher   - no answers   - confirmed my suspicion that this was not a 'one-off' error, but   "...there are circumstances where the customer may be required to proceed to the airport in order to complete the check-in process and reserve their boarding position”   The complete text  of SWA's response below   Since the e-mail response did not reveal the specific 'circumstances' I called SWA Customer Service to follow up   From the conversation with the CS representative:   "There are several circumstances that may require check-in at the airport..."   "...an error in passport information [name not as depicted on passport, error in the birth date or passport number]..."   "...passport information not entered at the time of purchase, but entered later..."   "...or a TSA flag..."   In response to my question, she further replied   "There is no error in your passport information that I can see"   "We do not receive notification of a possible TSA flag, or have a record if a flag is received..."   "I do not know why TSA would flag a Global Entry Trusted Traveler for airport check-in, or even if this occurred in your case"   "I cannot explain the error message"   Not what I hoped for, but about what I expected   I concluded the conversation with this:   "In past times when I have traveled this route with SWA, I availed of 'Early Bird' check-in"   "...on these previous occasions, 'Early Bird' did not produce a boarding position automatically; but when online check-in within the 24-hour window was attempted, a notice was received that (1) a boarding position was awarded, and (2)  the check-in process would be completed at the airport"    "That I did not avail of 'Early Bird' on this most recent occasion was an oversight on my part..."   "Please tell me, how does 'Early Bird' check-in differ from 'Online' check-in within the 24-hour window?   The CS agent's reply:   "'Early Bird' automatically assigns a boarding position before the 24-hour window opens..."   "Online check-in without 'Early Bird' will award a boarding position unless there is a requirement to check-in at the airport"     My question in reply:   "Should I elect to travel internationally on Southwest in the future, must I purchase 'Early Bird'] to avoid this experience again?"   The CS agent:   "That is your choice sir"   "Should you decide to travel with us again, we will do our best to provide a better experience"   Lessons learned:   - As mentioned by others in this thread, Southwest can be 'glitchy',   - For international travel, take the time to enter passport information at the time of ticket purchase,   - Be sure to purchase 'Early Bird', and   - If 'Early Bird' is not purchased, expect to receive a 'last in line' boarding position at the airport (the purchase of 'Upgraded Boarding' a possible 'workaround' not attempted in this recent experience)   Any other suggestions?   All the best   Dear[name redacted] Thank you for taking the time to contact us about your reservation [destination redacted]. I welcome the opportunity to respond.  I regret to learn that you and our Employees had trouble attempting to reserve your boarding position for Flight #1018. Although I am unable to determine the cause of the error, as you alluded, for itineraries that include at least one international leg, Customers can typically secure their boarding positions via the online check in process on Southwest.com as early as 24 hours in advance of their flight’s departure time. In order to receive a boarding pass and proceed through security, they must check-in at the Southwest Airlines Ticket Counter or kiosk to have their passport verified and check their luggage.  That said, there are circumstances where a Customer may be required to proceed to the airport in order to complete the check in process and reserve their boarding position. I apologize that you were impacted by one of these requirements, and I understand you ultimately elected to travel on an alternate carrier. Please note that you have a travel credit of $179.31 that is good through September 7, 2022 associated with the confirmation number. We appreciate your patronage, and we hope to welcome you onboard again soon.  Sincerely, [name redacted] Southwest Airlines     ... View more

@TheMiddleSeat wrote:   A written question referencing the contract of carriage is snarky because said contract does not entitle to you a boarding position or even the ability to obtain a boarding position online.  "Carrier reserves the right, in its sole discretion, to restrict Boarding Pass distribution to the departure gate podium." Please know that such language is found in every airline's Contract of Carriage, and is usually reserved for situations where the flight is oversold, or a mechanical issue renders a seat (or block of seats) unuseable    I will await Southwest's reply before expressing a further opinion on its applicability to this situation   @TheMiddleSeat wrote:   And good for you if you can pay for a last minute international fare on another airline just because you might get a bad boarding position on Southwest.  The purchase of an upgraded boarding position makes a lot more sense. I must confess that the purchase of an upgraded boarding position did not occur to me, and - presuming this could be reliably done at a foreign airport at check-in time - makes perfect sense That said, I don't regret the decision to purchase travel on another carrier - 'job done' much more quickly, and with less effort,  than trying to explain an unusual situation at the airport, or attempting to secure a comfortable ride on an already 'glitchy' Southwest app   If I may, a few thoughts in conclusion   A newcomer to this forum, my intent in registering was to learn if this unusual situation had occurred before   Upon seeing that it had, I went ahead with the complaint on Southwest.com   My intent in doing so was to give the airline an opportunity to improve its methods and procedures, as well as seek clarification of the Contract of Carriage question   That the text may have appeared 'snarky' to some was possibly due to the character limit for complaints communicated on Southwest.com, and the consequential need to pare the text down to 'just the facts' without niceties    My post of the text here was intended to add information to the previous discussion, and alert members here that a reply from the company would be forthcoming   To those who replied with good humor and intent, your suggestions and constructive criticism are received with thanks   I am always ready to learn, and remain grateful that you took the time to educate a fellow traveler   For the Southwest 'fanboys' here - no offense meant, or taken   All the best ... View more

@chgoflyer wrote: Well, of course they do.    But 1) we're discussing Southwest, and 2) no other airline is known for them quite as much as Southwest is.    Unfortunate, but unavoidable to ignore. Such has been my experience, even preceding this latest ... View more

@TheMiddleSeat wrote: @mjpuz wrote:   From this, two outcomes:   First, cancelation of my Southwest flight in favor of travel with another carrier (online check-in allowed)   Second, this presentation of questions that neither agent could answer: Or third outcome:  Go to the airport, complete check-in at counter, calmly and politely explain the difficulty you encountered to the agent and ask if they would be willing to provide you with an upgraded boarding position.  Doing so with a smile would probably get you a much better result than snarky questions about supposedly violating the contract of carriage.   --TheMiddleSeat Forgive me, but why would one   - favor a discussion with a ticket counter agent at a non-US airport (not a Southwest employee, but a local contractor), and   - risk an unfavorable outcome with  'last-in-line' boarding positions on a two-flight, nine-hour itinerary,   when seat selection and a positive online check-in experience was available with a competitor airline?   To your last, I agree with you that a smile goes a long way   That said, the Conditions of Carriage are the contract between airline and passenger, and serve to establish both expectations and requirements for both   Given that two Southwest employees could not explain the event over the telephone, please instruct me on how a written question after the fact might be considered 'snarky'?   As previously stated, I will post Southwest's reply when it is received ... View more

***They aren’t wearing masks because no one is making them do so.***   Agreed.   On my last Southwest flight some weeks ago, I observed the crew when they entered the departure airport, and again when clearing US customs at the destination airport   In both instances, the captain was carrying a cup of coffee with his 'bandanna' mask worn low around his neck; and two flight attendants wearing masks below their noses   (The act of drinking coffee presumably the captain's excuse for not wearing his mask while walking through the airport, with subordinate crew members following his example)   Worse, during the flight I observed flight attendants walking past passengers who were not wearing a mask - not engaged in eating or drinking - and saying nothing   Thus I was compelled to speak to the lead flight attendant, and request she politely instruct the errant passengers to wear their masks at all times when not engaged in eating or drinking      As in most things, leadership comes from the top   When both the captain and lead flight attendant on a Southwest flight demonstrate their evident lack of concern,  it seems obvious that   - their respective department managers, and   - Southwest senior management,   have not 'stepped up' with policies appropriate to the present public health crisis   To be fair, Southwest has reduced available seats to provide increased 'social distancing' during flight   That said, increased distance is far less effective at reducing airborne transmission than wearing a mask   My recent experiences on Delta, Alaska, and American flights - airlines that   - specifically communicate before flight departure their policy of banning non-compliant passengers from future travel, and   - vigorously enforce their mask policies with frequent cabin 'walk-throughs' during flight    stand in marked contrast to the inconsistent application of policy observed at Southwest    I now favor these airlines in my frequent travel for work, and - regrettably - will only book Southwest for future travel after they demonstrably 'raise their game' in this regard       ... View more

I too experienced this recently (not traveling on a senior or other special fare)   After frustrating conversations with Southwest Reservations and Customer Service representatives, this complaint submitted on Southwest.com:   ++++++++++   Attempting to check-in on the Southwest app within minutes of flight opening (24 hours prior to departure) I was prevented from doing so by this error message :   "Airport check in  required. Unable to  complete the check  in process. Please  visit a ticket counter  to check in.   Error: 400308179 (5746BF46- D00F-4D71-8C20-54819 227CF04:Li7M0- rpS-6Kb0-ilDpzvg:ios)"   Screenshot attached   Not in a location near a Southwest ticket counter, I called Southwest Reservations to seek assistance   After a verbal verification of all birth date and passport information, the Reservations agent attempted to check me in   After a few moments, the agent replied   "I'm getting the same error message"   "Let me try to contact another department, please hold"   After some minutes, the Reservations agent returned to the call to inform me   "I've tried every 'workaround' that I can think of without success"   "You will just have to check in at the airport"   My reply:   "As a Global Entry Trusted Traveler, I understand the need to verify valid travel documents prior to an international flight"   "Further, I am happy to check in and receive a boarding pass at the airport if you can inform me of my boarding position now"   "However, I do not wish to go to the airport four hours prior to departure simply to secure a decent boarding position"   As the Reservations Agent was unable to provide my boarding position, I requested the call be escalated to Customer Service   The conversation described above was repeated with the CS agent finally saying   "There's nothing I can do"   "You will just have to check in at the airport"   From this, two outcomes:   First, cancelation of my Southwest flight in favor of travel with another carrier (online check-in allowed)   Second, this presentation of questions that neither agent could answer:   1 - What event or circumstance generated this error message?   2 - What purpose was intended by the requirement for my physical presence at a ticket counter to check in?    2 - Why the apparent willingness to violate Conditions of Carriage, to wit:   "5. Check-in    a. Boarding Passes    (1) General. Boarding Passes may be obtained at Southwest.com®, the Southwest mobile app, or at the airport from Southwest at:    (i) E-Ticket Check-In kiosks (where available)    (ii) Skycap podiums (where available)    (iii) Ticket counters, or    (iv) Departure gate podiums."   Your detailed reply to each question is respectfully requested   ++++++++++   Will update when a reply is received   All the best ... View more