@alexsunny123, I am sorry you had this experience. In this case, Southwest was following the federal guidelines of requiring masks for anyone age two and up along with their published statement about exceptions. You can find that statement here: 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. When the process is finalized in the coming weeks, Southwest will post more information in this FAQ. On March 21st, SW will have a published exception policy for those who might require an exception to the federal mask mandate for transportation.
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@alexsunny123 Sorry you are having trouble! It's frustrating when you want to make a simple change but it doesn't go through. I would encourage you to try two things: Reach out to customer service via the chat feature in the SW app. Select Menu > Contact Us > Chat. They are super helpful, and generally there is very little wait. Reach out to customer service via Twitter or FB direct message. Again, super helpful folks, and they generally respond pretty quickly. When you reach out, explain the issues you are having and then let them know what you are trying to change to. They should be able to get it done easily. I hope that helps. For what it's worth, these options are my go-to for communicating with SW because they are so easy. Hopefully you will find them useful also. Happy flying!
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