Frequently Asked Questions
Browse our Frequently Asked Questions for quick answers to common questions:
Travel Search
- How far in advance can I purchase a Southwest Airlines Vacations package?
- How do I find the lowest vacation price?
- How do I book only flights?
- How do I book more than one room for a vacation?
- Why do I have to supply children's ages?
- How do I book an infant?
- What is a promotion code?
- How do I book a vacation for ten or more people?
Pricing and Booking
- Where can I find more details on each hotel?
- Do you accommodate physically challenged travelers?
- How do I make a special room request?
- The hotel I want is not listed on the hotel selection screen. Why?
- Can I change the sort order for flights, hotels, and cars?
- How do I know what the vacation price includes?
- What taxes and fees do I have to pay?
- How important are the Terms & Conditions?
- What are the Pre Travel Waiver, During Travel Insurance, and Ski Travel Protection?
- What is the "Document Delivery" and why is it on my reservation?
- If the Document Delivery is on my reservation do I need to sign for the documents?
- When I checked the vacation price yesterday it was lower than it is today. Why?
- How do I apply payments?
- How do I know my online payment transaction is secure?
- Why must I supply the billing address of my credit card in order to book online?
- Can I use more than one credit card to apply payment?
- What happens when the web site rejects a credit card?
- Can I use a travel credit to pay for a reservation I booked online?
- How do I know my reservation is confirmed?
- When I try to confirm my online booking I receive a message saying my address cannot be verified. Why?
- Can I e-mail others or myself my vacation itinerary before I confirm?
- I did not receive an e-mail copy of my reservation confirmation. Why?
- How can I get a copy of my confirmed itinerary?
Travel Documents
- Are Southwest Airlines Vacations packages Ticketless?
- How and when will I receive my travel documents?
- What will be included in my travel documents?
- What documents must I bring with me on the day of travel?
- Are there any special requirements if I'm traveling from Canada or Mexico?
Taxes and Fees
- What is the Federal Excise Tax?
- What is the Airport Passenger Facility Charge (PFC)?
- What is the September 11th Security Fee?
Changes to Reservations
Travel Procedures
- What are Southwest Airlines' policies for checkin?
- What are Southwest Airlines' policies for baggage?
- What are Southwest Airlines' policies for boarding?
- Do I have an assigned seat on my flights?
- When does Southwest Airlines suggest that I arrive at the airport?
- Do you offer assistance for physically challenged Customers at the airport?
- What is Southwest Airlines' policy for animals and pets?
- Who can I contact if I had a problem on my vacation?
Rapid Rewards
- Can I use my Rapid Rewards Award on a Southwest Airlines Vacations package?
- Can I receive Rapid Rewards credit when traveling on a Southwest Airlines Vacations package?
- How do I enroll in Rapid Rewards?
Customer Support
- Can I purchase a vacation over the phone?
- I was in the middle of confirming a reservation when my computer froze. What should I do now?
- How do I report errors?
- Who do I contact if I need support or personal assistance?
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Now accepting reservations through 5/7/10.. Packages must be purchased at least five days from today when booked by 6 PM CST.
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Use the tips in the list below to search for the best vacation price:
- Check out our great specials available in the Deals section.
- Vacation during non-peak vacation times if you are flexible; avoid major holidays if possible.
- Compare midweek (Monday - Wednesday) and weekend (Thursday - Sunday) departure prices. Midweek travel tends to be less expensive.
Include the Southwest Airlines Vacations Pre Travel Waiver (PTW) protection in your itinerary when you purchase your vacation. The PTW provides a lowest advertised price guarantee.
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Southwest Airlines Vacations offers complete vacation packages. The search tool on our home page allows you to select the type of vacation package you want. This includes Flight + Hotel; Flight + Hotel + Car; Flight + Car and Hotel Only packages.
If you only require a flight, select the Flights Only button in the upper right corner of the home page. This will open a new window and direct you to the southwest.com website, where you can book your flights.
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You may book up to four (4) rooms and up to eight (8) travelers per reservation. On the Create Your Vacation search tool, select the number of rooms from the drop down menu. For each room specify the number of adults and children that will be occupying that room, as well as the age of each child.
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We require children's ages to correctly calculate the price for your reservation. Children of different ages may cost different amounts or may be eligible for discount amounts. This is usually determined by the hotel; while some hotels allow children to stay free, they may define "children" differently. We use a child's age to accurately classify and apply the appropriate air and hotel rules and prices.
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According to airline regulations, an “infant” is a child that is under two years of age for both the outbound and return flights. Infants do not require an airline seat and can sit on the lap of an adult traveler while flying (“lap child”).
To travel with a lap child, do not enter the child in the reservations tool. When you finalize your reservation type in "Plus Infant" after your last name when you enter your passenger name (i.e. John Vacationer Plus Infant). Upon checkin at the airport, you must present proof of age for the child. If you wish to purchase a seat for a child under the age of two, choose age '1' when you input Ages of Children in the reservations tool. If you need further assistance booking an infant, please contact our Customer Care Center (1-800-243-8372).
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A Promotion Code identifies special offers or vacation packages. If you have a promotion code, be sure to enter it before pricing your vacation. If you do not have a promotion code, simply ignore the Promotion Code field and continue building your vacation.
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If you are planning a vacation for ten or more people, one of our Groups Department representatives will be happy to make your travel arrangements for you. Click here to learn more about Group vacation packages.
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Where can I find more details on each hotel?
Hotel descriptions are available for each property we offer. You can find details about the hotel accommodations, amenities, location and more by clicking on the name of the hotel.
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Do you accommodate physically challenged travelers?
Our extensive hotel descriptions outline the number of available handicap rooms a hotel or resort offers. Click on the name of a hotel at any point in the booking system to review the hotel description for that property. If you need to request special arrangements for a physically challenged traveler, please contact our Customer Care Center (1-800-243-8372), available 24 hours a day.
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How do I make a special room request?
Special room requests can be made on the checkout page, prior to submitting payment. Requests are subject to supplier availability and are not guaranteed. Additional fees may apply at the time of service.
To make a special room request after you have completed your booking, send us an e-mail request or contact the Southwest Airlines Vacations Customer Care Center (1-800-243-8372).___________________________________________________________________________________
The hotel I want is not listed on the hotel selection screen. Why?
Your preferred hotel may not appear on the hotel selection screen for several reasons. The preferred hotel may not be available for the travel dates you specified or we may not offer your preferred hotel. If you feel strongly about a particular hotel, try searching for new travel dates. If the hotel is sold out for even one of the travel dates, it does not appear in the list.
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Can I change the sort order for flights, hotels, and cars?
Use the "Sort by" drop down menu at the top of your screen to:
- Sort hotels by Our Picks, Price, Name and Rating.
- Sort flights by Price or Stops.
- Sort cars by Price or Brand.
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How do I know what the vacation price includes?
When you search for a vacation package, the availability prices always includes the combined hotel and flight prices, feature prices, and all applicable air and hotel taxes and fees. The web site does not add any surprise taxes or fees to the air and hotel vacation prices when you confirm the reservation. You can use the taxes and services link to review a description of taxes and fees included and excluded from your vacation price.
Note: Car prices do not include local state taxes, which are paid upon arrival at the car rental location at the airport in the destination. Car prices do not include extra day charges. Extra day charges may apply if your return flight is one hour (or more) later then the scheduled drop-off time for your rental car.
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What taxes and fees do I have to pay?
Taxes and fees can include airport facility charges, federal taxes, state taxes, and government fees. The complete vacation package determines the necessary fees and surcharges. The web site includes these fees in all vacation prices that appear on the selection screens. When you search using the vacation search tool, the prices you see in availability include the air and hotel taxes and fees. You can use the taxes and services link throughout the booking process toreview a description of included taxes and fees. Advertised deal or e-mail prices do NOT include air and hotel taxes and fees.
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How important are the Terms & Conditions?
They're very important! If you purchase a vacation online, you are subject to our Terms and Conditions, which outline Southwest Airlines Vacations' policies and procedures. We encourage you to read through them carefully. By confirming your reservation, you acknowledge that you have read and agree to our Terms and Conditions.
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What are the Pre Travel Waiver, During Travel Insurance, and Ski Travel Protection?
The following options are available with your Southwest Airlines Vacations package to give you a little peace of mind:
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What is "Document Delivery" and why is it on my reservation?
The Document Delivery feature is added to all vacation packages for expedited delivery of travel documents. If your departure date is 15 days away or longer, you may remove this feature by clicking the Remove button. If your departure date is less than 14 days away, the Document Delivery feature is required to ensure delivery of your documents, and cannot be removed.
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If the Document Delivery is on my reservation do I need to sign for the documents?
The documents will be sent to the billing address of the first credit card used to purchase the vacation. If that address is a residence, then a signature is not required. However, if the address used is that of a business, a signature will be required at time of delivery.
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When I checked the vacation price yesterday it was lower than it is today. Why?
When you price Southwest Airlines Vacations packages, you view live inventory. Because prices are based on many factors, including availability of rooms/room types, flights and demand for the packages, prices can fluctuate, even within minutes. As it is not uncommon for prices to fluctuate, Southwest Airlines Vacations suggests that you check out different flights or alternate dates for a lower fare that may still be available. The only way to secure a vacation price is to pay for it in full.
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How do I apply payments?
After you complete a search and create your preferred travel itinerary, click Checkout to begin the checkout process. You apply payments in Step 3.
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How do I know my online payment transaction is secure?
All Southwest Airlines Vacations payments are processed through a secure server. You know the server is secure by the "s" after "http" in the address line and the little closed lock that appears at the bottom right of the Internet Explorer window.
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Why must I supply the billing address of my credit card in order to book online?
In an effort to prevent credit card fraud, we require the billing address for the owner of the credit card and will verify the information with the credit card company during the authorization process. In addition, we ship all travel documents to this address only.
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Can I use more than one credit card to apply payment?
Yes. You can use up to four (4) credit cards to apply payment. The name and billing address for each credit card must match the information that is stored with the credit card company. Please note that all travel documents will be shipped to the billing address of the first credit card entered.
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What happens when the web site rejects a credit card?
The web site rejects a credit card if you enter the wrong information, the credit card is invalid, or the credit card exceeds its limit. If one of these situations occurs, you immediately receive an error message. Please contact the Southwest Airlines Vacations Customer Care Center (1-800-243-8372) for assistance.
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Can I use a travel credit to pay for a reservation I booked online?
Southwest Airlines Vacations travel credits can be used as payment towards a vacation package booking. Southwest Airlines Vacations travel credits consist of eight (8) alpha-numeric characters and will end with the digits 04. Please note that Southwest Airlines travel credits which consist of six (6) alpha-numeric characters, can not be applied towards a vacation package.
To apply a Southwest Airlines Vacations travel credit, first book your vacation package online and pay in full with your credit card. Then, send your Southwest Airlines Vacations travel credit and your new reservation number to the Southwest Airlines Vacations Accounting team. After Southwest Airlines Vacations receives your travel credit, the Accounting team will refund the value of the travel credit to your credit card. Send your travel credit information to:
Southwest Airlines Vacations
Attn: Refund Accounting
PO Box 1460
Milwaukee, WI 53201___________________________________________________________________________________
How do I know my reservation is confirmed?
Your reservation is confirmed if a confirmation number appears at the top of the Reservation Confirmation screen, after you click Complete Booking. It may take several minutes for the Reservation Confirmation screen to appear. Remember to press Complete Booking only one time, and do not stop the transaction prior to receiving your confirmation number. If you stop the transaction or click the back button and then click Complete Booking again, you may confirm the reservation more than once and incur double charges on your credit card. After you confirm the reservation, you will automatically receive an e-mail confirmation.
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When I try to confirm my online booking I receive a message saying my address cannot be verified. Why?
Our system can only recognize your address if you enter it exactly as it appears on your credit card billing statement. Please refer to your credit card billing statement, and try entering your address again. If you continue to receive the "cannot verify address" message, contact the Customer Care Center (1-800-243-8372) for assistance.
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Can I e-mail myself or others my vacation itinerary before I confirm?
Sure. Click E-mail at the bottom of the Review Package Details page during the booking process to e-mail yourself or others an itinerary quote before you confirm the reservation. This e-mail includes the itinerary details for the vacation package you created. Remember that this is not a confirmation; the inventory and price are not confirmed until booked and paid for, and are subject to change at anytime.
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I did not receive an e-mail copy of my reservation confirmation. Why?
Occasionally, e-mail confirmations do not successfully reach their recipients. Examples of when this may happen include:
- The e-mail address was entered incorrectly.
- Your e-mail provider blocked the e-mail with a spam filter. Make sure you add us to your address book. (Please note, you can check the setting in your e-mail spam filter and ask your e-mail provider to stop blocking your e-mails).
- Your e-mail box was full.
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How can I get a copy of my confirmed itinerary?
When you confirm an online reservation, the web site automatically sends you an e-mail confirmation to the e-mail address you entered during the checkout process.If you require another copy of your itinerary, you may retrieve a copy online or contact our Customer Care Center (1-800-243-8372) for assistance.
PLEASE NOTE: Southwest Airlines Vacations is NOT ticketless. You will receive paper documents including flight tickets approximately 10 - 14 days prior to departure. Your itinerary receipt CAN NOT be used for travel.
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Are Southwest Airlines Vacations packages ticketless?
Southwest Airlines Vacations is NOT ticketless. You will receive paper documents including flight tickets approximately 10 - 14 days prior to departure. You are required to present your paper airline tickets upon checkin at the airport. Paper documents are also required for optional features purchased with your vacation.
NEW! You may reserve your boarding position up to 24 hours prior to departure with online checkin. Click here for more information.
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How and when will I receive my travel documents?
Documents will be sent to the billing address of the credit card used to purchase the vacation. If you made your reservation 15 days or more prior to departure, documents will be sent via US Postal Service. Travel documents will be mailed approximately 20 days prior to your departure date to arrive within 10 to 14 days of mailing. If you purchased your vacation 14 days or less prior to your departure date, or if you selected the Document Delivery option, your documents will be mailed via a 2-day delivery service.
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What will be included in my travel documents?
Your travel documents will include your itinerary and your paper airline tickets. Remember, Southwest Airlines Vacations packages are not ticketless, so you must present your paper airline tickets to obtain a boarding pass to board the plane. You will be required to purchase additional airline tickets at the Southwest Airline ticket counter if you do not have your paper airline tickets with you when traveling. You may also receive voucher or itinerary coupons for any optional features you purchased with your vacation.
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What documents must I bring with me on the day of travel?
Bring all the documents you received in the mail from Southwest Airlines Vacations. This includes your paper airline tickets. Passengers 18 years of age or older must have valid, government-issued photo identification. If you are traveling with children under two years of age who will sit on your lap, be sure to bring proof of age for that child.
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Are there any special requirements if I'm traveling from Canada or Mexico?
Beginning January 8, 2007, the U.S. State Department will enforce new requirements for all air travel between the United States and it's neighboring countries. Visit the U.S. State Department website for up to date information.
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What is the Federal Excise Tax?
The Federal Excise Tax collects up to $3.60 on each flight segment of your itinerary. A flight segment is defined as a takeoff and landing.
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What is the Airport Passenger Facility Charge (PFC)?
The Passenger Facility Charge (PFC) is a fee collected by airports from airlines for each departing or connecting passenger. Currently, PFCs do not exceed $18 per passenger per roundtrip ticket.
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What is the September 11th Security Fee?
The Transportation Security Administration (TSA) has mandated that all U.S. airlines add a security fee to all tickets. This new government-imposed fee, called the "September 11th Security Fee," will be used to pay the government's cost for providing Federal civil aviation services . This includes training, salaries, and benefits for the Federal security screeners and law enforcement personnel, as well as the Federal Air Marshal program.
The government-imposed September 11th Security Fee will apply to all airline tickets, including frequent flyer award travel, and will be calculated at $2.50 per flight number to a maximum of $10 per passenger per roundtrip.
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How do I change my booked reservation prior to travel?
Please call our Customer Care center at 1-800-243-8372 to make changes to your reservation. Changes cannot be made less than five days prior to departure. Changes made more than five days prior to your departure date will be subject to applicable revision fees and any applicable hotel or other supplier charges. Read our Terms and Conditions for information on our revision policies.
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How do I cancel my booked reservation?
You can access a booked reservation by visiting the Retrieve Reservation page, located in our Customer Care section. Follow the instructions to cancel your reservation. Be sure to read our Terms and Conditions for information on our cancellation policies.
If cancelling a reservation your right to a refund is limited. You must submit a refund request form after you cancel your reservation for refund consideration. Customers who cancel online will have access to an online refund request form upon cancellation confirmation. Mail requests and all unused documents to: Southwest Airlines Vacations, Attention: REFUNDS, PO Box 1460, Milwaukee, WI 53201-1460. Refund requests can also be sent via email: refund@southwestvacations.com or fax: REFUNDS, 414-934-1239. Please not that all documents, including flight tickets, must be returned to the above address for refund consideration.
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What are Southwest Airlines' policies for checkin?
Checkin Southwest Airlines Vacations’ Customers are free to check in online, reserve a boarding position and print a Security Document beginning 24 hours in advance of departure. Remember, Southwest Airlines Vacations does not offer Ticketless travel. You must present your Southwest Airlines paper tickets when you check in.
EarlyBird Check-In can not be used by Southwest Airlines Vacations Customers at this time. We are working with Southwest Airlines to enable this option and will update our website with any changes.
Click here for more information about checking in online.
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What are Southwest Airlines' policies for baggage?
Checked Baggage: For important details concerning checked baggage, visit Checked Baggage Information.
Carryon Baggage: For important details concerning carryon baggage, visit Carryon Baggage Information.
Packing Tips: For helpful tips on packing, visit Packing Tips.
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What are Southwest Airlines' policies for boarding?
Boarding Checkin online beginning 24 hours in advance of departure to reserve your boarding position. You will be issued a Security Document which will indicate your boarding group and number (i.e. A35). At the airport, you will exchange your Security Document and Paper Ticket for a boarding pass. Your boarding group and number are reserved and will not change. Southwest Airlines Vacations’ Customers may also check in at the Ticket Counter and Skycap Podium (where available).
Prior to general boarding, unaccompanied children between the ages of five and 11 and Customers with disabilities who have a specific seating need to accommodate their disability and/or need assistance in boarding the aircraft may preboard. Customers who choose to preboard cannot sit in an emergency exit seat.
An adult traveling with a child four years old or younger will board between the “A” and “B” boarding groups. If you have an “A” boarding pass, please feel free to board with that boarding group. With an all-jet fleet outfitted with comfortable, leather seats, our families with small children are easily accommodated together.
Because Southwest Airlines maintains an open-seating policy, general-boarding Customers may sit in any open or unclaimed seat. Customers holding boarding pass "A" will begin general boarding, followed by Customers with boarding pass "B," and then "C." However, please note that, per Federal law, children under 15 years of age may not occupy seats in emergency exit rows.
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Do I have an assigned seat on my flights?
No. Southwest Airlines believes the best way for you to like where you sit, is to sit where you like. Once onboard, simply choose any available seat, stow your carry-ons in the overhead bin or under the seat in front of you, and relax.
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When does Southwest Airlines suggest that I arrive at the airport?
For the most part, Southwest has been able to reduce the time it takes a Customer to get from the curb to the gate to an hour or less. However, these times will vary based on the level of traffic at each airport, day of week, etc. For the most current airport specific information, please check the suggested airport arrival times.
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Upon arrival at the airport, please inform a Southwest Airlines Agent or Skycap at your first point of contact, either at the Skycap podium or ticket counter, if you need an airport wheelchair and/or assistance within the airport.
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What is Southwest Airlines' policy for animals and pets?
For important details concerning Southwest Airline's P.A.W.S (Pets Are Welcome on Southwest) program, visit FAQs for Pets In-Cabin.
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Who can I contact if I had a problem on my vacation?
Please submit, in writing, a detailed description of your problem and send it to our Customer Services Department. You may submit your communication by email to customerservice@southwestvacations.com, fax to 414-351-2381 or mail to Southwest Airlines Vacations, Attention: Customer Service, PO Box 1460, Milwaukee, WI 53201.
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Can I use my Rapid Rewards Award on a Southwest Airlines Vacations package?
You may redeem your Rapid Rewards Award for air transportation from Southwest Airlines and purchase a hotel only package from Southwest Airlines Vacations. At this time, Rapid Rewards Awards cannot be redeemed on air-inclusive Southwest Airlines Vacations packages.
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Each Rapid Rewards Member traveling on a Southwest Airlines Vacations package will earn credit for their flight. As a Rapid Rewards member, simply provide your membership number at the gate each time you check in for a Southwest Airlines flight. Rapid Rewards credit is valid for the air portion of a Southwest Airlines Vacations package and for single credit only.
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Complete the online enrollment form or call 800-445-5764 today. You will receive your Rapid Rewards membership number immediately upon enrollment.
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Yes, you can purchase a Southwest Airlines Vacations package by phone. However, our best prices are found right here on southwestvacations.com. Prices may vary when calling our Customer Care Center. Purchasing a vacation online is easy, so we recommend you take advantage of the prices found on our web site. If you still prefer to have a Customer Care Specialist book your vacation, contact us (1-800-243-8372), 24 hours a day.
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If the Reservation Confirmation screen did not appear before you were disconnected, then we probably did not have an opportunity to complete your reservation. To verify whether the reservation transaction was completed, contact our Customer Care Center (1-800-243-8372) for assistance.
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The fastest way to report an error or a problem is to e-mail customerservice@southwestvacations.com. Alternatively, you may contact our Customer Care Center (1-800-243-8372). When reporting an error, include the error message you received and the reservation information.
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Contact our Customer Care Center (1-800-243-8372) if you need support or personal assistance.
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