Thank you all for reaching out. We understand your concerns and appreciate the opportunity to share our statement:
Our reports indicate that this Customer was asked repeatedly by more than one Employee at different times to wear a face mask. The Customer did not comply with our Crew’s multiple verbal requests—including while boarding the flight before seated. Therefore, the decision was made to return to the gate and re-accommodate him on a later flight to his final destination after receiving assurances he would comply with our face covering policy. We regret the inconvenience the situation created for all involved, but our Crew must support the well-being and comfort of all Passengers. Our policy clearly states that we require all Customers over the age of two to wear a face covering or face mask while traveling to help prevent the transmission of COVID-19. We communicate this policy to all Customers at multiple touchpoints throughout the travel journey including during booking, in a pre-trip email sent prior to departure, and during a required acknowledgement that’s part of the Customer Health Declaration Form which appears during the check-in process on the Southwest app, Southwest.com, Southwest’s mobile website, and airport kiosks. We do acknowledge there may be times when a Customer needs to briefly remove their face covering, for instance, to eat, drink, or take medicine. However, we expect these instances to be very brief, and Customers should put their face covering back on as soon as possible. Southwest Airlines Employees welcome onboard millions of Customers every year, with a goal of treating each one with respect, kindness, and fairness—delivering our world-class warmth and Hospitality. And, we do not tolerate discrimination of any kind.
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