Hi Mjoos1814! I am a Southwest Employee, but I’m not speaking on behalf of the Company here. I wanted to let you know that our preboarding is offered to Customers with disabilities who require assistance with boarding, a specific seating accommodation onboard the aircraft, and/or extra time to stow an assistive device. Your privacy is important, and we cannot ask a Customer to disclose the nature of his/her disability or to provide documentation to preboard. Our Agents should ask whether the Customer needs assistance to board and if they require a specific seat onboard to accommodate a disability to determine if a Customers qualifies for preboarding. Our Employees receive training and should recognize that not all disabilities are readily apparent; however, I’m sorry if your interactions haven’t been pleasant in the past.
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