Frequently Asked Questions
Browse our Frequently Asked Questions for quick answers to common questions:
How far in advance can I purchase a Southwest Airlines Vacations package?
Now accepting reservations through 1/5/14. Packages must be purchased at least one day prior to departure and must be booked by 6 PM CST.
How do I find the lowest vacation price?
Use the tips in the list below to search for the best 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.
How do I book only flights?
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 + More; and Flight + Car packages.
If you only require a flight, visit the southwest.com website.
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 the Book a Vacation Package search tool anywhere on our website.
- You will arrive at the Build Your Vacation Package page.
- Here, you can 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.
Why do I have to supply children's ages?
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.
How do I book an infant?
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").
If your infant does not require a separate air seat, you do not need to reserve a seat for them. When you arrive at the airport, please see one of the airline agents to receive a boarding pass for the infant (”lap child”). Please be ready to provide proof of your child's age to the airport.
If you wish to reserve a separate air seat for your infant, please enter the age of the infant as 1 and make sure you bring proof of your child's age to the airport.
What is a promotion code?
A Promotion Code identifies special offers or vacation packages. If you have a promotion code, be sure to enter it before pricing your vacation or visit our Promotion codes page to see if any of our current codes are valid for your vacation. If you do not have a promotion code, simply ignore the Promotion Code field and continue building your vacation.
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.
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) during our regular operating hours.
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 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.
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.
- Sort Add-Ons by using View All Add-Ons, and then by Price or Name.
How do I know what the vacation price includes?
When you search for a vacation package, the availability price includes the combined price of the components selected (flight, hotel, rental care and/or add-ons) and all applicable air and hotel taxes and fees. You can use the Certain Taxes & 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.
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. Our packages include these fees in the price that appears 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 Certain Taxes & Services link throughout the booking process to review a description of included and excluded taxes and fees. Advertised deal or e-mail prices do NOT include air and hotel taxes and fees.
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.
Do you offer travel protection options?
We offer the Southwest Vacations' Travel Protection option to provide you peace of mind in knowing your vacation investment is covered from the moment you book and up to your return home.
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.
What is The Lowest Price Promise?
The Lowest Price Promise is our way of protecting your vacation price in the unlikely event you find a lower price on southwestvacations.com after booking your package.
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.
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.
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.
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.
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.
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, cannot 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
8969 N. Port Washington Rd.
Milwaukee, WI 53217
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.
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.
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.
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.
How can I get a copy of my confirmed 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 require another copy of your itinerary, you may retrieve a copy online or contact our Customer Care Center (1-800-243-8372) for assistance.
What is Save your Itinerary?
This feature allows you to save vacation itineraries that you may want to view or purchase later.
PLEASE NOTE: This feature does not guarantee the price. The price is only guaranteed when you Checkout and get a Reservation number.
Are Southwest Airlines Vacations packages ticketless?
Yes! All travel document will be sent electronically to the e-mail address provided for the first traveler on the record. You can use the e-travel documents for check-in and voucher exchange throughout your vacation.
How and when will I receive my travel documents?
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.
What will be included in my travel documents?
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.
What documents must I bring with me on the day of travel?
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. Additionally, we recommend that you bring a copy of your E-Travel Documents and carry them with you for the duration of your vacation.
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 its neighboring countries. Visit the U.S. State Department website for up to date information.
What is the Federal Excise Tax?
The Federal Excise Tax collects up to $3.80 on each flight segment of your itinerary. A flight segment is defined as a takeoff and landing.
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.
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.
How do I change my booked reservation prior to travel?
Please call our Customer Care center at 1-800-243-8372 during our regular operating hours to make changes to your reservation. 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.
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 as detailed in our Terms and Conditions. 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.
What are Southwest Airlines' policies for checkin?
Southwest Airlines Vacations’ Customers are free to check in online or on a mobile device to beginning 24 hours in advance of departure.
- You may bring your boarding pass online at time of checkin or, if checking in on a mobile device, you may print your boarding pass at any available kiosk located throughout the airport terminal.
- If you wish to use the EarlyBird Check-In option, you may purchase it through Southwest Airlines directly by visiting www.southwest.com/earlybird.
If you need additional information about checking in online, please click here.
What are Southwest Airlines' policies for baggage?
Checked Baggage: Southwest Airlines allows 2 FREE checked bags per person (size and weight restrictions apply). 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.
What are Southwest Airlines' policies for boarding?
Checkin online beginning 24 hours in advance of departure to reserve your boarding position. You will be issued a Boarding Pass which will indicate your boarding group and number (i.e. A35). You may print your boarding pass at home, print it at any Southwest Airlines kiosk at the airport or visit the Ticket Counter to have you boarding pass printed. Either way, your boarding group and number are reserved and will not change.
At the airport, visit the Ticket Counter or Skycap Podium (where available) to check your luggage. If you are not checking luggage, you may proceed directly to your designated departure gate.
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.
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.
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.
Please note: Passengers who do not obtain a boarding pass and are not present and available for boarding in the departure gate area at least ten (10) minutes prior to scheduled departure time may have their reserved space cancelled and will not be eligible for denied boarding compensation. Additionally, if a flight is not used and not canceled by the Customer at least ten (10) minutes prior to scheduled departure, all funds on the unused portion of the reservation will be lost, and the remaining itinerary will be canceled by Southwest.
Do you offer assistance for physically challenged Customers at the airport?
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.
What is Southwest Airlines' policy for animals and pets?
For details concerning Southwest Airline's P.A.W.S (Pets Are Welcome on Southwest) program, visit Pets In-Cabin.
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, 8969 N. Port Washington Rd., Milwaukee, WI 53217.
Can I receive Rapid Rewards Points when traveling on a Southwest Airlines Vacations package?
Rapid Rewards Members can earn Rapid Rewards Points for each Southwest Airlines air-inclusive Vacation itinerary booked through southwestvacations.com. Points value will vary based on the package components and price selected and will be indicated within the booking process.
How do I enroll in Rapid Rewards?
Complete the online enrollment form or visit southwest.com today. You will receive your Rapid Rewards membership number immediately upon enrollment.
Can I purchase a vacation on the phone?
Absolutely, you can purchase a Southwest Airlines Vacations package over the phone. Contact us at 1-800-243-8372 and one of our specialist will be happy to book your dream vacation. View our operating hours.
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 (1-800-243-8372) to verify whether the reservation transaction was completed.
How do I report errors?
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.
Who do I contact if I need support or personal assistance?
Contact our Customer Care Center (1-800-243-8372) if you need support or personal assistance.