04/23/2024
6. Properly accommodating Customers with disabilities and Unaccompanied Customers under 18 years of age
Customers with disabilities
Southwest Airlines will provide assistance to Customer with disabilities, including during lengthy tarmac delays, in
accordance with the Air Carrier Access Act and the regulations implementing the Act under 14 CFR Part 382. Information
regarding assistance provided is available:
● Southwest.com
● 1-800-I-FLY-SWA (1-800-435-9792)
● TTY at 1-800-533-1305
● From uniformed Southwest Customer Service Employees at the airport.
Unaccompanied Customers under 18 years of age
Children from the ages of five through 11 years traveling without an accompanying Customer who is age 12 or older must
travel using Unaccompanied Minor (UM) service on Southwest. For information about UM service, see Southwest.com.
Young Travelers (YTs) from the ages of 12 through 17 traveling without an accompanying adult (18+ years of age) must be
of sufficient maturity and capability to travel alone. For more information about YTs, see Southwest.com.
7. Meeting Customer needs during tarmac delays
Onboard delays are situations we always try to avoid. However, we have adopted the Southwest Airlines Tarmac
Contingency Plan for situations when weather, gate-space limitations, visibility, airport conditions, mechanical problems,
ATC requirements, or other uncontrollable circumstances cause a long onboard delay prior to takeoff or upon landing.
8. Handling “bumped” Passengers with fairness and consistency
Southwest does not typically overbook flights; however, there may be instances where the number of Customers holding
reservations exceeds the available seating capacity resulting in an oversale. In these situations, our Customer Service
Agents will ask those who have checked in and received a boarding pass if they are willing to volunteer to take a later flight.
If we do not receive enough volunteers to accommodate all Customers who have purchased travel and have met our
check-in requirements, we have to involuntarily deny boarding to Customers. If you are involuntarily denied boarding
you will be given a written Notice of Denied Boarding to help understand our policies, compensation, and travel
alternatives. You will generally be entitled to compensation and transportation on the next available Southwest flight.
See Southwest.com for additional information.
9. Disclosing cancellation policies, frequent flyer rules, aircraft seating configuration, and lavatory availability
Information about our cancellation policies, frequent flyer rules, aircraft-seating configuration, and lavatory availability is
available over the phone with a Southwest Representative or by following the links to Southwest.com below:
● Cancellation of confirmed reservations
● Rapid Rewards Frequent Flyer Program
● Our Airplanes
10. Notifying Customers in a timely manner of changes in travel itineraries (more than seven days from departure)
We sell flights several months in advance, and at times, we may adjust our schedules. We will notify you as far in advance
as practicable of any change to your itinerary, including routing, departure time, and/or arrival time. We will attempt to notify
you within 48 hours of our becoming aware of the change.
You will have the option to select the revised itinerary, or, if the itinerary change is significant, you may choose an alternate
flight/date within a 14-day parameter of your original travel or cancel your trip without penalty and receive a refund upon
request in accordance with our Contract of Carriage.
For changes within seven days of departure, refer to Section 2 above.
11. Ensuring responsiveness to Customer complaints
Compliments, complaints, or questions about service? Email, call, or write to us. Written complaints will receive an
acknowledgment in writing indicating receipt of the complaint within 30 days of receipt. You will also receive a substantive
response no later than 60 days after our receipt of your complaint. Contact information is available at Southwest.com.