This problem occurred 25 November 2017, 10:20 AM, gate 49 HOU. I purchased 3 tickets on points for my parents (over 80 years old) and 60 year old sister (almost 6 weeks in advance). All of whom have artificial hips and/or knees. I requested requested disabiliites pre-board when I booked the flights but pre-boarding notification did not come up on the boarding passes when I printed them out.
My sister went to the above mentioned gate and requested medical pre-boarding; she was told that pre-boarding was only available to those customers needing a wheelchair. That the only option was Family boarding between the A and B group.
I fly SWA at least 2X a month and this is not my experience. Have the requirements changed, do the gate agents need a refresher, or is this left up to the discretion of the gate agent?
I would like to know within the next week as the answer to this question will affect Christmas travel plans for my family and I.
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Same with me. I have had a KTN for 3 years, always had TSA Pre on my tickets until the last 3 weeks. Since then 4 out of 6 legs on SWA have not had TSA Pre. I have not changed, added , deleted or modified my profile. All the information that was on my profile is still on my profile and still correct. On one flight there was a TSA Pre printed on the boarding pass but it was not accepted by TSA. I asked why, and the agent said "you are not the first SWA passenger that has had this problem today". My problems coincide with the last SWA update to their ticketing program. Having been around software testing and releases - there is a bug and SWA does not seem to be interested in finding and fixing it as long as they can point the finger at TSA.
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