Southwest Airlines Community

stevenrollinson · ‎03-15-2024

Hey @Ms3983 . I'm sorry to hear you're still having trouble. We aren't tracking any issues at the moment. Given that other video on demand functions are working, and that you can watch on your iPhone, it seems to be a device level issue. It might be time to double-check some browser settings or engage Apple Support on this one.

stevenrollinson · ‎03-15-2024

Thanks for the additional information. We are getting our internet Tech Teams and our vendor teams together to figure out what has changed and see what can be done about it. I don't have a timeline at this point, but trust that we're on it! As always, we're working behind the scenes to give you the best experience that we can. If you ever have a poor connectivity experience you can always request a refund of your internet purchase by submitting a complaint in the Southwest Help Center: https://support.southwest.com/helpcenter/s/email-us

stevenrollinson · ‎03-12-2024

Southwest does not actively block "Private DNS". However, there are some things that we have to do that are required to make the portal function. Specifically, we control DNS results for anything having to do with "southwestwifi.com". Settings on your device that prevent this control (such as a private DNS or VPN) may prevent the portal from functioning. Considering the onboard environment, you will also experience some level of traffic shaping and filtering once connected to Inflight Internet. More information can be found in the Inflight Entertainment and Internet FAQs: https://www.southwest.com/inflight-entertainment-portal

stevenrollinson · ‎03-12-2024

Hey @RobbyKC Make sure you show your Flight Attendant that you're A-List Preferred when they come around for drink service. There are some additional enhancements coming soon that will allow digital boarding passes to be used for international travel, so stay tuned for those announcements in the future. Have a great time on vacation!

stevenrollinson · ‎01-02-2024

Hey @calcifer Device switching is currently available on Viasat equipped aircraft. On these aircraft you'll find the option, known as Swap Device, in the hamburger menu of the portal. Happy travels!

stevenrollinson · ‎12-15-2023

Hi @Ms3983 We are tracking an issue in iOS and iPad OS 17.2+ that created a black screen and the inability to watch movies in the portal on a portion of our fleet. A temporary fix is rolling out to all aircraft early next week that will start the movie in the browser and require you to manually open to full screen until a more elegant solution can be implemented. As a reminder, no additional apps are needed to watch movies on Southwest flights--just your supported device and browser! We made that change in 2020 to make Inflight Entertainment more accessible to everyone.

stevenrollinson · ‎11-07-2023

Hey @DancingDavidE Do you happen to recall what error message you were getting before you activated texting? And have you flown in the past 30 days and are still having this issue? We're always working to improve things behind the scenes...

stevenrollinson · ‎10-23-2023

Hey @jenewberry, Good news--our vendor has identified the issue you're describing and is implementing the fix this week. Next time you're onboard all of your Google services should work as expected once your activate your Internet session. Thanks for your patience while we figured this one out.

stevenrollinson · ‎08-16-2023

Inflight Entertainment & Internet Update Along with today's exciting news that Inflight Internet is now Free for our A-List Preferred Members AND Business Select Customers we launched a new login experience! Some of the major upgrades are: A mobile friendly design Customers no longer leave the portal to authenticate Customers can use their Rapid Rewards login or confirmation number to authenticate To access the new experience tap "A-List Preferred & Business Select" in the hamburger menu from any page inside the Inflight Portal. The new experience is available on both of our connectivity providers.

stevenrollinson · ‎08-11-2023

Hey @Yvonneh12 ! The Inflight Entertainment Portal supports iPads running iPadOS 15.0 and above. Older versions of iPadOS may still work with reduced functionality.

stevenrollinson · ‎07-13-2023

Hey @Rod2 ! We are actively tracking an issue that seems to be impacting some specific Android devices. Would you mind sharing your device information so we can add it to the ticket with our vendor?

stevenrollinson · ‎05-15-2023

Have you ever visited the Inflight Entertainment Portal and noticed that there don't seem to be many (or any) Free Movies or Free TV Series available? You're not alone. While our Teams are working hard to improve the amount of available content, we want communicate when we know that the Customer experience isn't meeting their (and our) expectations. Last week a software update started rolling out to the fleet that will display an alert to Customers whenever the onboard content library is missing the majority of the intended video on demand content. While I hope you never see this message, if you do, please know that we are working hard to get you more Free Movies and Free TV Series!

stevenrollinson · ‎05-12-2023

Hey there @Kiap82 ! This is a known issue through the fleet at the moment. We are making a lot of hardware upgrades on our Anuvu fleet and some aircraft are losing content in that process. It just so happens that a content upload of only John Wick special content went out recently, so we have a few aircraft that only have that content on them for a few days following their upgrade. Sorry for the lack of content on your flight. The Inflight Entertainment Team is actively working to get you a full content library on all aircraft just as quickly as they can.

stevenrollinson · ‎03-07-2023

The Free Movies page has received a well-deserved facelift in support of our larger onboard movie selection. Out with the endless scroll of movie options and in with featured categories! Carousels will now highlight several categories of movies to explore like new releases, kids movies, and our affinity collections. If what you're looking for isn't in a category don't worry, you can still "See All" movies and find exactly what you want to watch onboard. You'll enjoy a streamlined, modern UI across all supported platforms and devices. This update is rolling out to all Anuvu equipped aircraft right now and will be available on Viasat equipped aircraft later in Q2. Be sure to check it out when you're onboard next!

stevenrollinson · ‎03-07-2023

Hi Nancy! I’m sorry to hear you were caught off guard by the recent change in our Internet purchase functionality. I definitely see your point of view: you’re not leaving the aircraft and the flight number isn’t changing, so it’s a flight. Unfortunately, the systems don’t see it the same way. Without getting technical, which is hard for me to avoid, we needed to move to “per leg” pricing when we added a new inflight connectivity service provider (Viasat) to our fleet. I can assure you the change and mechanics around it were not taken lightly, and we are actively exploring long term solutions that we think you’ll love—but we can’t talk about them just yet. Stay tuned for some positive updates coming to the Inflight Entertainment and Internet products over the next few quarters.

stevenrollinson · ‎09-01-2022

I'm sorry to hear that you're having such a hard time using your ALP benefits onboard! We have several active projects that will improve your onboard connectivity experience in the coming months. In the meantime, I'm definitely concerned that you're able to buy Inflight Internet but aren't able to access the A-List Preferred login screen. If we have a good satellite connection we should be making sure you can use it! If you're able, please let me know what device, software version, and browser you were using when you saw this error. (Be careful not to post any personal information in the forum as it is public.) While I may not be able to diagnose your individual case we can use that information when working with our Teams to determine the cause of larger and recurring issues like this one.

stevenrollinson · ‎07-19-2022

At Southwest Airlines, we’re on a journey to enhance our Customer Experience to better connect people to what’s important in their lives through friendly, reliable, and low-cost air travel. As part of this commitment, we’re investing in several improvements to modernize and simplify the Customer Experience. We are excited to share that in addition to more inflight entertainment offerings, we have updated our flight tracker with Destination Reels, and it is now available on about 600 aircraft and will be fleetwide later this year! The tracker is provided by FlightPath3D and Southwest is the first domestic carrier to integrate this flight tracker with Destination Reels into the onboard experience. We’re positive our Customers and Employees will love this new feature on the Portal! The updated tracker includes: A 3D view with five different map views, including simulated views from the flight deck, window views, and top-down views. (Tip: To adjust the map, pinch to zoom and pan) Flight information displays, including ground speed, altitude, heading, distance remaining, and time at destination (Tip: Tap on the Map Menu and select Flight Info) Even if the WiFi is not available, Customers may still access the flight tracker since the information is loaded on the aircraft. In addition, the tracker includes access to Destination Reels with short videos of things to do in each destination, including reviews by popular travel blogs. When accessing Destination Reels, users can do things like browse the top 100 experiences trending in a destination, or choose a playlist to see the most photogenic, family-friendly, or must-see museums. After browsing the built-in lists, Customers may decide to build, organize, and map their own itinerary with the trip planning feature. Don’t forget to share your experience with the Southwest Community by engaging in the Inflight Experience Update - Enhanced Inflight Route Map discussion board post. What feature are you most excited to try out during your next flight: more movies, 3D flight tracker, or new beverages? Comment below!

stevenrollinson · ‎02-02-2022

Hi @stefbetz12, I'm sorry to hear that you're having trouble once you're off the aircraft. I've got a couple of ideas that I'll add here, but if I've misunderstood the problem as described please feel free to add a screen shot and redirect me. Regarding your device WiFi settings: The only network name that is we have onboard is "SouthwestWiFi". We never require a password to join and we don't load any certificates onto your device that would continually point your device to "SouthwestWifi" in your device settings, especially if you've told your devices to forget the network. Regarding the browser: If you're still seeing "southwestwifi.com" or "getconnected.southwestwifi.com" in your browser I recommend closing the browser tab and starting again from your default home page once you're off the aircraft. This will start a new session within your browser and that should solve the problem.

stevenrollinson · ‎08-30-2021

Unfortunately, I’m here to report that “SouthwestWiFi” is the only Southwest supported network onboard the aircraft. The mostly likely scenario here is that one of your fellow fliers created a hotspot on their device and named it “SouthwestWiFi-Highspeed”. When in doubt, you can always ask your Flight Crew if anything has changed since you were onboard last. Rest assured, when we are able to deliver an improved onboard connectivity experience, we will be exclaiming our excitement in every way possible.

stevenrollinson · ‎08-23-2021

The good news is that all Apple devices running the most recent software (14.X as of this post) are compatible with the video options on the portal. Supported browsers are Safari and Chrome (the most recent two versions) so make sure you’re using either of those. Additionally, there is no need to use additional software (like AirTime Player) since the latest versions of these browsers have DRM capabilities. If these aren’t your primary devices it might be a good idea to make sure they’re plugged in and connected to WiFi the night before your flight. Often, devices coming home from a trip connect to a WiFi network for the first time onboard the aircraft and attempt to run background services, all of which will be restricted onboard, and will result in that device constantly resetting its network connection. I personally have the SouthwestWiFi network set as a “low data” network on my iPad for that very reason. To do this next time you’re connected onboard: Go to Settings Click WiFi Click the i next to SouthwestWiFi Toggle on “Low Data Mode”

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