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Customer Care

How can we help?

Southwest Vacations is dedicated to our customers. We do our best to provide quality customer care each and every day. Use the frequently asked questions below to find the most common questions and answers or feel free to contact us at one of the options listed.

Frequently asked questions

Sections:    Existing reservations  |   Rapid Rewards®  |   Flights and EarlyBird Check-In®  |  
Promotion codes and deals
  |   Hotels  |   Booking confirmation and travel documents  |  
Lowest price promise and competitive price matching
  |   Website errors and e-mail preferences  |  
Show tickets and vacation package add-ons

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Existing reservations

What if I need to cancel my vacation package?
You may cancel your vacation online or by calling our customer care center. To cancel online, access your booked reservation by visiting the retrieve a reservation page. Follow the instructions to cancel your reservation. If cancelling a reservation your right to a refund is limited, so be sure to read our terms and conditions for information on our cancellation policies. 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. You may also e-mail your refund request to or fax it to: Refunds, 414-934-1239. For further assistance with cancelling a reservation, call our customer care center at 1- 800-243-8372 during our regular operating hours.

How do I make changes to my vacation package reservation?
To make changes to your reservation, please call our customer care center at 1-800-243-8372 during our regular operating hours. Please note that changes cannot be made less than one day prior to departure. Changes made more than one day prior to your departure date will be subject to the current price, and any applicable hotel or other supplier charges. Read our terms and conditions for information on our revision policies.

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Rapid Rewards®

How do I use my Rapid Rewards points to book a package?
The Rapid Rewards program is managed by Southwest Airlines. Although you will earn points by purchasing a vacation package, you are not able to use your points towards the purchase price. Rewards points can only be redeemed directly with Southwest Airlines. Please visit for details or call 800-435-9792.

I forgot to add my Rapid Reward number on my past vacation. How do I receive points on a past vacation?
You can request credit for past travel for up to 12 months after your flight. To request Rapid Reward credit for a past domestic vacation, log into your Rapid Rewards account on and choose the add past flight points option. You must provide your airline confirmation from your original reservation. After verification of your flight information (approximately three to five days), points will be deposited into your account. To request Rapid Reward credit for a past international vacation, send an e-mail to You must provide the original reservation number, as well as the names and Rapid Reward number for all passengers on the reservation (as applicable). After verification of your flight information (approximately seven to ten days), points will be deposited into your account.

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Flights and EarlyBird Check-In®

Do I have an assigned seat on my flights?
Southwest Airlines does not have assigned seats, so you can choose your seat when you board the plane. You will be assigned a boarding position based on your check-in time. The earlier you check-in, within 24 hours of your flight, the earlier you get to board.

How do I check on my flight status?
Check your flight status online at or by calling Southwest Airlines at 800-435-9792.

Can I check in online for the flight portion of my vacation package?
For domestic vacation packages, you may check-in online at or on a mobile device beginning 24 hours in advance of departure. If you wish to use the EarlyBird Check-In option, you may purchase it through Southwest Airlines directly by visiting

How do I book a flight only?
To book flights only, please visit or call Southwest Airlines at 800-435-9792 for assistance.

How do I book a one way flight?
Southwest Vacations offers roundtrip air fare on our air inclusive packages. One way flights are only available for purchase through Southwest Airlines. Please visit please visit or call Southwest Airlines at 800-435-9792 for assistance.

How do I use my Southwest air credit to book a package?
Air credits are only redeemable directly via Southwest Airlines and apply toward an air purchase only. To redeem your Southwest Airlines air credit, please visit or call 800-435-9792.

How do I purchase EarlyBird Check-In on vacation package?
EarlyBird Check-In can be purchased on up to 36 hours prior to your scheduled local departure flight time for $15.00 per person each way (fee is subject to change at any time). You will need your airline confirmation number located on your itinerary and e-travel documents in the flight details section.

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Promotion codes and deals

Where do I find a promo code for a vacation package?
You’re only a click away from the most up-to-date Southwest Vacations promotion codes.

How do I find the lowest vacation price?
Check out our great specials available in the deals section, or visit the promotion codes page to view our current promotion codes. 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.

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How do I make a special room request?
Special room requests can be made on the checkout page at step 3 of 3, 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, please contact the Southwest Vacations customer care center at 1-800-243-8372.

How do I find my hotel special service request and/or confirmation number?
Special service requests and confirmation numbers are located in the hotel details section of your e-travel documents. If the information is not displayed, please call Southwest Vacations customer care center at 800-243-8372 during our regular operating hours for assistance.

How do I book more than one room for a vacation?
You may book up to four (4) rooms and up to eight (8) travelers per reservation. Select the multiple rooms link on any of our search tools. You will arrive at the build your vacation package page. Select the number of desired 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.

The hotel I want is not listed on the hotel selection screen. Why?
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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Booking confirmation and travel documents

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. While processing, do not stop the transaction or hit the back button as that may result in multiple charges on your credit card. After you confirm the reservation, you will automatically receive an e-mail confirmation.

How can I get a copy of my reservation confirmation or itinerary?
When you confirm an online reservation, we automatically send you an e-mail confirmation to the e-mail address you entered during the checkout process. If you did not receive that e-mail, or if you require another copy of your itinerary, you may retrieve your reservation online by logging into your account. Alternatively, contact our customer care center at 1-800 -243-8372 or at and provide your reservation number.

When will I receive my travel documents and what is included with them?
E-travel documents will be sent electronically to the e-mail address provided for the first traveler on the record within 48 hours of completing your vacation package purchase. Your e-travel documents will include your airline and hotel confirmation numbers and your itinerary. If you purchased add-on options that require a voucher, those will also be included on your e-travel documents and can be printed and presented to each applicable supplier.

I was in the middle of confirming a reservation when my computer froze. What should I do now?
Even if the reservation confirmation screen did not appear before you were disconnected, our system may have already completed your reservation. Please contact our customer care center at 1-800-243-8372 to verify whether the reservation transaction was completed.

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Lowest price promise and competitive price matching

What is the lowest price promise?
The lowest price promise is our way of protecting your vacation package price in the unlikely event that you find a lower price on after booking your package.

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Website errors and e-mail preferences

How do I report errors?
The fastest way to report an error or a problem is to e-mail Alternatively, you may contact our customer care center at 1-800-243-8372. When reporting an error, include the error message you received and the reservation information.

How do I unsubscribe or change my Southwest Vacations e-mail preferences?
To unsubscribe from Southwest Vacations e-mails, simply update your e-mail preferences in the Southwest Vacations e-mail preference center.

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Show tickets and vacation package add-ons

How do I add show tickets and other activities to my vacation package?
If you have already booked your vacation package, but would like to add show tickets to your existing reservation, simply call customer care and we would be glad to help you add show tickets or other activities to your reservation.

Contact us

Questions or concerns? You can reach customer care by sending an e-mail to:


Before your vacation 1-800-243-8372. If outside the U.S. 1-414-934-3017. Customer care specialists are available:
  • Monday - Friday 8:00 am - 9:00 pm CST
  • Saturday 10:00 am - 6:00 pm CST
  • Sunday 10:00 am - 6:00 pm CST
During your vacation 1-800-775-7105 24-hour traveler assistance.


Southwest Vacations
Attn: Customer Service
8969 N. Port Washington Road
Milwaukee, WI 53217