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Customer Service

We like to think of ourselves as a Customer Service company that happens to fly airplanes
(on schedule, with personality and perks along the way). How may we help you today? View Help Center

Questions We Hear the Most

  • Is Southwest® putting any measures in place in response to COVID-19?

    Yes, we've employed stringent cleaning practices such as using electrostatic and anti-microbial spray treatments in the cabin, as well as provided masks for Employees. Federal law requires each person to wear a mask at all times in the airport and throughout the flight, including during boarding and deplaning.

  • I have a child traveling on one of your flights as an Unaccompanied Minor. How does this process work?

    Children ages five through 11 traveling without an accompanying Passenger age 12 or older must travel as an Unaccompanied Minor (UM), and there is a charge $50 each way ($100 roundtrip) in addition to the air fare per child. UMs may only travel on nonstop or direct (makes one or more stops but does not require a change of planes or flight number) flights. We will not transport UMs on flights that may be diverted or cancelled due to inclement weather or other operational abnormalities.  In addition, there are certain procedures in place that UMs must follow before, during, and after their journey. See unaccompanied minors policy.

  • How many bags can I carry on, and do you charge for checked luggage?

    Carryon items are limited to one (1) bag plus one (1) smaller, personal-type item. You're allowed two (2) checked pieces of baggage per ticket, with some size and weight limitations. We only charge for overweight and excess items. See all baggage info.

  • This ‘no assigned seat’ thing is new to me. How do I check in and board?

    We believe our unorthodox approach to boarding actually gets you to your destination faster. Get the whole scoop on the Southwest airport experience.

  • I lost my itinerary for an upcoming trip. Where can I get a replacement copy?

    If you have your confirmation number, you can retrieve your itinerary by searching by your reservation information (confirmation number, first and last name). If you do not have your confirmation number, call 1-800-I-FLY-SWA.

  • How do I add my Rapid Rewards number to an existing reservation?

    It's easy! Here's the form you need. Can't remember your account number? You can look it up.

  • I forgot to give you my Rapid Rewards Number before I traveled. How can I get points?

    This will only take a few seconds, and it’s worth it. You can request past flight points for up to 12 months after your flight. To claim points for a past flight, simply log in to your account, select My Account and choose the Manage tab within My Rapid Rewards. Choose Request past points in the grey bar and enter your record locator (confirmation number) from your reservation. After verification of your flight information (approximately 3-5 days), points will be deposited into your account.

  • Oops, I left something on the plane. Can I get it back?

    If you realize that you left an important item onboard the plane, please notify a Southwest Airlines Customer Service Agent before leaving the airport so he or she can try to retrieve the item.  If you’ve left the airport, please contact our lost and found.  Please provide detailed information regarding the item (i.e. model/serial number, brand, size, color, etc.).  We will make every effort to locate your item and return it to you. If you provide an email address you will receive regular communication on the status of the search for your item and will be contacted via email and phone if it’s located.  If you do not provide an email address you will only be contacted by phone if your item is located.  If we have not located your item within 30 days from the time it was reported, it is not likely that it was  turned in.  While we make every effort to locate lost items, Southwest Airlines is not liable for unchecked items left on the plane.


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