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Terms & Conditions for vacation packages

Thank you for choosing Southwest Vacations® for your vacation needs. The Mark Travel Corporation is the tour operator for Southwest Vacations. To ensure that you understand the conditions associated with the purchase of your package, please read the following terms and conditions. All terms and conditions are subject to change at any time at Southwest Vacations' sole discretion and without prior notice.

Southwest Vacations offers vacation packages and Vacation Exclusive packages. Vacation Exclusive packages are labeled with Vacation Exclusive! and are only valid on select routes as follows:
  • From Baltimore (BWI) and Chicago-Midway (MDW) to Cancun (CUN), Montego Bay (MBJ), and Punta Cana (PUJ)
  • From Denver (DEN) and Los Angeles (LAX) to Cancun (CUN) and Puerto Vallarta (PVR)
  • From Milwaukee (MKE) to Cancun (CUN)
Vacation Exclusive packages offer access to an exclusive fare class that can only be booked through Southwest Vacations. Please refer to the terms and conditions that apply to each package product below.

A. Booking and payments for all package types

  • Bookings must be made at least one (1) day prior to departure. Vacation Exclusive bookings must be made at least three (3) days prior to departure.
  • Full payment is due at time of booking via credit card or debit card only. The address entered at time of booking must match the credit or debit card billing address.
  • Reservations booked over the phone through Southwest Vacations' customer care center may incur a surcharge of $20 per person.
  • Standard policies and penalties outlined below may be more restrictive during holidays and special events. No refunds will be made for special events, shows, or attraction passes.
  • Southwest Vacations reserves the right to re-invoice the package should a substantial error be made in computing the package price.
  • Items not included in the package price include, but are not limited to, early flight boarding charges, excess or overweight baggage costs, baggage handling at hotel, resort fees, tips and gratuities, meals, rollaway beds, cribs, and all items of a strictly personal nature. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your package price. These items are the sole responsibility of the Customer and should be paid directly when the service is received.
  • Southwest Vacations sells leisure vacations. Individuals attending a convention may not use this product for their hotel stay. If this vacation is used for any reason other than leisure travel, the hotel may directly assess an additional surcharge or refuse service during holiday, convention, or special event time periods.
  • Southwest Vacations works with our suppliers to provide you with the best package rates. To pass these values on to our customers, we are prohibited from breaking out individual component prices and will not be able to provide those to you.

Hotel/feature taxes and service fees: Southwest Vacations markets hotels under a "prepaid/merchant" model, where Southwest Vacations collects the full amount from you in advance and manages the payments to the hotel/feature on your behalf. The booking is made by Southwest Vacations on the customer’s behalf and includes two components to the reservation, amounts being paid by Southwest Vacations to the hotel/feature on customer’s behalf as well as compensation for services retained by Southwest Vacations. In connection with facilitating your hotel/feature arrangement, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover the amount we pay to the hotel/feature related to your reservation for taxes owed by the hotel/feature including, without limitation, sales and use tax, occupancy tax, room, tax, excise tax, value added tax, good and services tax, and/or similar taxes. The amount Southwest Vacations pays to the hotel/feature in connection with your reservation for taxes may vary from the amount we estimate and include in the amount charged to you. The amount charged to you also includes an amount to compensate Southwest Vacations for services in connection with handling your reservation. Southwest Vacations is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/feature suppliers, as vendors, include all applicable taxes in the amount billed to Southwest Vacations and Southwest Vacations pays over such amounts directly to the vendors. Southwest Vacations is not a co-vendor associated with the vendor with whom Southwest Vacations books or reserves customer’s travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location.

Rental car taxes and service fees: Rates for packages including a rental car do not include state/local taxes, gasoline, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Alamo and Dollar rental car drivers must be 21 years of age or older. A valid driver's license and major credit card in driver's name are required.

B. Vacation package terms and conditions


B1. Cancellations

  • Cancellations are defined as the following: a complete cancellation of the vacation package; changes to the departure or return date; changes to origin or destination cities; or changes to the vacation package type or a reduction in the size of the traveling party.
  • All cancellations must be communicated to Southwest Vacations prior to departure. Cancellations made within 24 hours of departure must be communicated via phone by calling Southwest Vacations’ 24-hour traveler assistance line at 1-800-775-7105.
  • Southwest Vacations does not charge any cancellation fees for its vacation package products. However, cancellations made at any time after booking may incur supplier penalties up to the full vacation package price.
  • The air portion of the vacation package is nonrefundable once purchased, but is exchangeable. In case of a cancellation the exchangeable air value can be redeemed for future air travel directly with Southwest Airlines. Redemption information will be provided at time of cancellation.
  • Once cancelled, hotel, rental car, and activities are subject to supplier penalties up to the full component price.
  • Replacing a passenger's name with the name of another passenger is not permitted. Once booked, name changes cannot be made to any of the package components.
  • If you do not plan to travel on your flight, you must contact Southwest Airlines or Southwest Vacations by phone at least ten (10) minutes prior to scheduled departure. Otherwise, all funds on the unused portion of the reservation will be lost, and the remaining itinerary will be cancelled by the airline.
  • Supplier penalties are established by each supplier and enforced by Southwest Vacations. Southwest Vacations does not charge any fees or penalties to cancel your vacation package product.
  • You may avoid supplier cancellation fees by purchasing the Southwest Vacations’ Travel Protection option.

B2. Modifications

  • Modifications are defined as changes to the flight time/number on existing travel dates; changes to hotel; or changes to the rental car; or changes to activities.
  • Southwest Vacations does not charge any modification fees, however customer is subject to any price increase as a result of modification.
  • The air portion of the vacation package is nonrefundable once purchased, but is exchangeable. In case of a modification, Southwest Vacations will apply the value of the exchangeable air to the new air on the modified reservation. If the exchangeable air value cannot be applied to the reservation, it can be redeemed for future air travel directly with Southwest Airlines. Redemption information will be provided at time of cancellation.
  • Once booked, any modifications to the hotel, rental car, or activities on an existing reservation are subject to supplier penalties up to the full component price.
  • Supplier penalties are established by each supplier and enforced by Southwest Vacations. Southwest Vacations does not charge any fees or penalties to modify your vacation package.

B3. Refunds

  • If your travel plans change, the right to a refund is limited and will be determined in conjunction with the terms and conditions listed herein. If your reservation qualifies for a refund (subject to the policies herein), a written refund request must be submitted to Southwest Vacations no later than 90 days after the scheduled departure date, or any payments and deposits shall be forfeited.
  • No refunds will be made for unused or missed flights, hotel days or rental car days. No refunds will be made for unused, missed, or cancelled lift tickets, show tickets, or theme park passes. Once purchased, the air portion of the vacation package is nonrefundable, but is exchangeable and can be redeemed for future air travel directly with Southwest Airlines. Redemption information will be provided at time of cancellation.
  • The hotel, rental car, and activity portions of the vacation package are subject to supplier penalties. Any funds remaining after supplier penalties are processed will be refunded to the original form of payment.
  • Some supplier refund policies may be stricter that those of Southwest Vacations, in which case those would supersede Southwest Vacations’ refund policies.
  • Refund requests can be submitted as follows:
  • E-mail request to: refund@southwestvacations.com
  • Fax request to: (414) 934-1239, Attention: Refunds
  • Mail request to: Southwest Vacations, Attention: Refunds, 8969 N. Port Washington Rd., Milwaukee, WI 53217
  • Acceptance of a refund constitutes a waiver by passenger of all rights and remedies under applicable law.

B4. Travel protection options

Travel protection options: Southwest Vacations offers the Southwest Vacations’ Travel Protection option. If selected, this option must be purchased and paid for at time of booking for all travelers booked on a reservation. The Southwest Vacations’ Travel Protection is nonrefundable once purchased Coverage consists of two distinct sections:

Section I - Travel protection benefits: before you depart. This portion of the coverage enables you to receive a refund to the original form of payment for the full vacation package price, less the cost of flights and the Southwest Vacations' Travel Protection coverage. Flights are nonrefundable but exchangeable in the form of an airline credit valid for future travel for up to 1 year from original time of purchase. Hotel, rental car or activity penalties or fees will be waived when you make a change to or cancel your vacation at any time prior to departure. If you change your vacation and choose to apply the Southwest Vacations' Travel Protection to waive any supplier penalties or fees, the coverage is considered used. You will be required to repurchase the option in order to retain coverage on the vacation from that point forward. If you choose to decline repurchasing the Southwest Vacations' Travel Protection after a supplier fee is waived, you will be subject to any subsequent fees for any further revisions or cancellations and will no longer have any of the benefits previously offered with the Southwest Vacations' Travel Protection. Benefits do not cover forfeited air cost due to failure to notify Southwest Vacations of a cancellation by phone at least ten (10) minutes prior to departure (No Show) or any increases in price resulting from a modification to the reservation. Benefits do not cover denied boarding situations. If the number of travelers decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate. Any balance due will be deducted from the refund of the cancelling party unless the remaining Customers provide additional payment. For more information, please refer to the Description of Benefits for complete terms, limitations and exclusions.

Section II - Travel protection benefits: while you travel. This portion of the coverage includes trip interruption, trip delay, medical expense, emergency evacuation, and baggage protection benefits and takes effect from time of scheduled departure until time of scheduled return. Please refer to the Description of Coverage for complete terms, limitations and exclusions, or contact the Plan Administrator, toll-free at 1-800--527-3522.

C. Vacation Exclusive package terms and conditions


C1. Cancellations

  • Cancellations are defined as the following: a complete cancellation of the Vacation Exclusive package; changes to the departure or return date of a Vacation Exclusive package; changes to origin or destination cities of a Vacation Exclusive package, changes to the Vacation Exclusive package type, or a reduction in the size of the traveling party.
  • All cancellations must be communicated to Southwest Vacations prior to departure. Cancellations made within 24 hours of departure must be communicated via phone by calling Southwest Vacations' 24-hour traveler assistance line at 1-800-775-7105.
  • Cancellations of a Vacation Exclusive package made 46 days or more prior to departure will be charged a $50 per person Vacation Exclusive cancel penalty. Cancellations of a Vacation Exclusive package made 45 days or less prior to departure will be charged a $300 per person Vacation Exclusive cancel penalty.
  • Once a Vacation Exclusive package is cancelled, hotel, rental car, and activities are subject to supplier penalties up to the full component price. Supplier penalties are established by each supplier and enforced by Southwest Vacations.
  • If the Vacation Exclusive package is cancelled, any funds remaining after the Vacation Exclusive cancel penalty and all supplier penalties are processed, will be refunded to the original form of payment.
  • If you do not plan to travel on your flight, you must contact Southwest Airlines or Southwest Vacations by phone at least ten (10) minutes prior to scheduled departure. Otherwise, all funds on the unused portion of the reservation will be lost, and the remaining itinerary will be cancelled by the airline.
  • You may avoid the Vacation Exclusive cancel penalty and any supplier cancellation fees by purchasing the Southwest Vacations Travel Protection Plus option.

C2. Modifications

  • Modifications are defined as changes to the flight time/number on existing travel dates of a Vacation Exclusive package; changes to a Vacation Exclusive package's hotel; changes to a Vacation Exclusive package’s rental car; or changes to a Vacation Exclusive package’s activities.
  • Southwest Vacations does not charge any modification fees, however Customer is subject to any price increase as a result of modifications to a Vacation Exclusive package.
  • Once booked, any modifications to the hotel, rental car, or activities on an existing Vacation Exclusive package reservation are subject to supplier penalties up to the full component price. If the price of the Vacation Exclusive package decreases following a modification, any funds remaining after all supplier penalties are processed, will be refunded to the original form of payment.
  • Supplier penalties are established by each supplier and enforced by Southwest Vacations.

C3. Refunds

  • If your travel plans change, the right to a refund is limited and will be determined in conjunction with the terms and conditions listed herein. If your Vacation Exclusive package reservation qualifies for a refund (subject to the policies herein), a written refund request must be submitted to Southwest Vacations no later than 90 days after the scheduled departure date, or any payments and deposits shall be forfeited.
  • No refunds will be made for unused or missed flights, hotel days or rental car days on a Vacation Exclusive package. No refunds will be made for unused, missed, or cancelled lift tickets, show tickets, or theme park passes on a Vacation Exclusive package.
  • The Vacation Exclusive package is subject to the Vacation Exclusive cancel penalty. The hotel, rental car, and activity portions of the Vacation Exclusive package are subject to supplier penalties. Any funds remaining after all penalties are processed will be refunded to the original form of payment.
  • Some supplier refund policies may be stricter than those of Southwest Vacations, in which case those would supersede Southwest Vacations’ refund policies.
  • Refund requests can be submitted as follows:
  • E-mail request to: refund@southwestvacations.com
  • Fax request to: (414) 934-1239, Attention: Refunds.
  • Mail request to: Southwest Vacations, Attention: Refunds, 8969 N. Port Washington Rd., Milwaukee, WI 53217.
  • Acceptance of a refund constitutes a waiver by passenger of all rights and remedies under applicable law.

C4. Travel protection options

Travel Protection Options: Southwest Vacations offers the Southwest Vacations Travel Protection Plus option. If selected, this option must be purchased and paid for at time of booking for all travelers booked on a reservation. The Southwest Vacations Travel Protection Plus is nonrefundable once purchased Coverage consists of two distinct sections:

Section I - Travel protection benefits: before you depart. This portion of the coverage waives the Vacation Exclusive cancel penalty and enables you to receive a refund to the original form of payment for the full Vacation Exclusive package price, less the cost of the Southwest Vacations Travel Protection Plus coverage. The Vacation Exclusive cancel penalty, and hotel, rental car or activity penalties will be waived when you make a change to or cancel your vacation at any time prior to departure. If you change your vacation and choose to apply the Southwest Vacations Travel Protection Plus to waive the Vacation Exclusive cancel penalty or any supplier penalties or fees, the coverage is considered used. You will be required to repurchase the option in order to retain coverage on the vacation from that point forward. If you choose to decline repurchasing the Southwest Vacations Travel Protection Plus after the original Southwest Vacations Travel Protection Plus coverage has been used, you will be subject to any subsequent fees for any further revisions or cancellations and will no longer have any of the benefits previously offered with the Southwest Vacations Travel Protection Plus. Benefits do not cover forfeited air cost due to failure to notify Southwest Vacations of a cancellation by phone at least 10 minutes prior to departure (No Show) or any increases in price resulting from a modification to the reservation. Benefits do not cover denied boarding situations. If the number of travelers decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate. Any balance due will be deducted from the refund of the cancelling party unless the remaining Customers provide additional payment. For more information, please refer to the Description of Benefits for complete terms, limitations and exclusions.

Section II - Travel protection benefits: while you travel. This portion of the coverage includes trip interruption, trip delay, medical expense, emergency evacuation, and baggage protection benefits and takes effect from time of scheduled departure until time of scheduled return. Please refer to the Description of Coverage for complete terms, limitations and exclusions, or contact the Plan Administrator, toll-free at 1-800--527-3522.

D. Travel documents for all package types

  • When you confirm an online reservation, we will automatically send an e-mail confirmation to the e-mail address you entered on the Checkout screen.
  • Within three (3) days of online purchase, we will send an E-travel document to the e-mail address provided at time of booking. The E-travel document can include confirmation numbers for air, hotel and car rentals, destination information, dining options, contact information, and our vacation package and/or Vacation Exclusive package policies and terms. If you require another E-Travel Document due to lost e-mail or e-mail address change, please contact us at 1-800-243-8372.

E. Notice of incorporated terms

This notice is part of the Conditions of Contract. If there is inconsistency between the terms described below and those on the customer's ticket, the incorporated terms of the ticket govern. Air transportation by Southwest Airlines is subject to Southwest Airlines’ Passenger Contract of Carriage, the terms of which are herein incorporated by reference.

Incorporated terms include, but are not restricted to:
  • Limits on baggage liability.
  • Claims restrictions, including time periods in which customers must file a claim or sue Southwest Airlines.
  • Southwest Airlines’ rights to change terms of the contract.
  • Rules on reservations, check in times, refusal to carry, and smoking.
  • Southwest Airlines’ rights and limits of liability for delay or failure to perform service, including schedule changes, substitution of alternate air carriers or aircraft, and rerouting.
  • Overbooking: Southwest Airlines engage in controlled overbooking, as allowed by the U.S. Department of Transportation. If you are denied boarding on a flight within the U.S. or a flight departing the U.S., due to an oversale, and if you have checked in at least ten (10) minutes before scheduled departure, you may be entitled to compensation pursuant to 14 CFR Part 250.
  • Southwest Airlines, their employees, and agents do not act as agents for any Southwest Vacations, hotel, rental car agency, or other company. In no event shall the airlines be responsible or liable for any act, omissions, or events occurring during the time passengers are not on board the aircraft.
  • Any reference to tariff shall be deemed to be a reference to the Southwest Airlines' Passenger Contract of Carriage. You may inspect, get further information about, or get a copy of the full Contract of Carriage online at southwest.com or direct inquiries to: Southwest Airlines Customer Relations Department, P.O. Box 36647, Dallas, Texas 75235-1647.

Ten-minute rule: Passengers must obtain a boarding pass and be in the gate area available for boarding at least 10 minutes prior to your flight’s scheduled departure time, or your reserved space may be cancelled and you will not be eligible for denied boarding compensation. Additionally, in accordance with Southwest's No Show Policy, if you do not plan to travel and have not cancelled your reservations by phone at least ten (10) minutes prior to scheduled departure, Southwest will cancel your reserved space, and all unused funds will be forfeited.

F. Responsibilities of Southwest Airlines Co.

Southwest Airlines Co. is responsible only for the air transportation it provides in connection with a package purchase and is not responsible for ground transportation, accommodations, or other activities of the vacation. All passenger air transportation via Southwest Airlines Co. shall be provided under the terms and conditions of the Contract of Carriage of Southwest Airlines Co. The Contract of Carriage is available for inspection at all Southwest Airlines airport ticket counters or online at southwest.com.

G. Responsibilities of Southwest Vacations

Southwest Vacations is an independent contractor that arranges travel-related services for individual, tour, and group travel. Southwest Vacations is neither an agent of the Customer nor of those providing travel-related services and does not in any manner directly provide accommodations, transportation, meals, or other travel-related services. Southwest Vacations shall neither be liable for personal injury nor property loss or damage resulting from the acts, omissions, or negligence of any person providing accommodations, transportation, meals, or other travel-related services. Southwest Vacations shall not be liable for any delayed departure, missed carrier connections, substitutions of accommodations, or of common carrier equipment, termination of service, changes in fares and rates, or for cancellation or double booking of reservations or tickets beyond Southwest Vacations’ control and without Southwest Vacations’ prior notice. Southwest Vacations reserves the right to alter the printed itinerary or schedule of any tour or trip as may be necessary with or without notice. Southwest Vacations shall not be responsible for any inconvenience or expense occasioned by such changes. Southwest Vacations reserves the right to decline any Customer at any time for any reason whatsoever. Southwest Vacations is not responsible for the exchange or refund of any feature documents.

H. Responsibilities of the passenger

Passengers 18 years of age and older must have a valid, government-issued photo identification. Check in online, at airline Ticket Counter, Skycap Podium (at select locations) or Departure Gate at least 90 minutes prior to scheduled departure to receive a boarding pass. Federal Aviation Administration mandated carryon baggage rules apply. Unless you file any claim you may have with The Mark Travel Corporation/Southwest Vacations within 30 days after the termination of your trip, The Mark Travel Corporation/Southwest Vacations are released from all further liability.

I. General information

Due to the special nature of package air fares, tickets may only be used for travel on the ticketed itinerary. Any flight/routing changes requested by the traveler/purchaser will require the purchase of new tickets from Southwest Airlines at the applicable roundtrip fare. Flight times are tentative and subject to change without notice.

Some countries may require aircraft cabin insecticide treatment for in-bound foreign flights. A list of such countries is available at http://ostpxweb.dot.gov/policy/safetyenergyenv/disinsection.htm

Important notice regarding passport requirements for international travel: All international travelers must present a valid, non-expired government issued passport upon check in for an international flight and for U.S. Customs re-entry after air, land or sea travel. For more information please visit the State Department's consular website www.travel.state.gov or the U.S. Department of Homeland Security’s website www.dhs.gov. Please consult your travel agent or the Destination Consulate for further information. It is the traveler's responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destinations country for any specific entry requirements and restrictions. Married or divorced women traveling under names other than what is printed on their travel documents must supply a marriage license and/or divorce decree. Foreign travelers, visit your local consulate for travel requirements (VISA or other written verification).

Any passengers who are denied boarding due to the lack of proper documentation will have their vacation cancelled and their right to a refund will be limited.

Additional Information for passengers traveling to Cuba -The Cuban Assets Control Regulations (“CACR”) administered by the Office of Foreign Assets Control of the U.S. Department of Treasury (“OFAC”) authorizes only certain categories of travelers for travel to Cuba. When you book your vacation, you will be asked to certify the reason for your visit. See more details under the Cuba Travel Certification within the checkout process. In addition, you have an obligation to maintain required records regarding your travel for 5 years. All visitors are required to have health insurance that is accepted in Cuba. The cost of this coverage is included in your air ticket. All customers will need to obtain a Cuban tourist card (entry permit) or Cuban visa before travel. The cost of this documentation is not included in your price. Please see the U.S. Department of the Treasury's OFAC FAQ page for more information.

Important notice: The Mark Travel Corporation, its employees, officers, directors and shareholders (collectively, "Southwest Vacations") does not own, control or operate any hotel or any air, land, or water transportation vehicles or companies of any kind, including without limitation, airplanes, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies that may offer excursions or tours. Southwest Vacations occasionally enters into contracts with hotels and air, land, or water transportation companies, but all such entities are owned and operated by independent contractors. Southwest Vacations is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control. The Southwest Vacations name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches, or elsewhere during your vacation. This use of the Southwest Vacations name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Southwest Vacations owns, controls or operates any entity displaying such a sign or that Southwest Vacations employs or controls any person holding or displaying such a sign.

J. Jurisdiction

It is agreed by and between passenger and Southwest Vacations that all disputes and matters whatsoever arising under or in connection with or incident to the responsibilities of The Mark Travel Corporation shall be litigated, if at all, in and before a court located in the State of Wisconsin, U.S.A., to the exclusion of the courts of any other state or country. The Mark Travel Corporation, Southwest Vacations, 8969 N. Port Washington Rd., Milwaukee, WI 53217.

CARRIER RESERVES THE RIGHT TO REFUSE CARRIAGE TO ANY PERSON WHO HAS ACQUIRED A TICKET IN VIOLATION OF APPLICABLE LAW OR CARRIER'S TARIFFS, RULES, OR REGULATIONS ISSUED BY THE CARRIER.

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