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Customer care

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.

Contact us

E-mail: You can reach customer care by completing this form or sending an e-mail to:

For questions after your vacation, complete this form or e-mail us at:

You may also complete this form if you have a question or need assistance? We'll follow up as soon as possible.

Frequently asked questions

Travel credit usage

How do I check my Travel Credit Balance?

Check your Southwest Vacations package travel credit balance below, with our self-service travel credit lookup here.

How do I pay with my Travel Credit? 
At checkout, select ‘Travel Credit’ as the payment method. Then enter your original reservation number to apply your Travel Credits to your new reservation. 

What are the Travel Credit details, restrictions and new booking policies? 
Travel Credits*: 

  • Are valid for travel commencing 12 months from date of issue of the Travel Credit.
  • Are non-refundable, non-transferable, not redeemable for cash, and must be used for travel commencing by expiration date.
  • Will be issued in the names of each passenger on the original reservation. 

*Travel Credits are provided for all bookings excluding the cost of air. The air portion of your package will be provided as a flight credit with Southwest Airlines or a refund in the form of the original payment depending on the fare class booked with Southwest Airlines.

If I receive a Travel Credit, can I rebook and add Travel Protection on the next booking? 

  • Travel Credits*: Yes, there are no restrictions on the new booking. However, if you purchased the Travel Protection Cash Refund option on the new booking and subsequently cancel, the portion paid with a travel credit will be refunded as a travel credit.

*Travel Credits are provided for all bookings excluding the cost of air. The air portion of your package will be provided as a flight credit with Southwest Airlines.

How many Travel Credits can be used on a new reservation? 
You can use Travel Credits from up to 2 reservations in one transaction.    

If I use my Travel Credit on a new reservation and have to then cancel the new reservation, what happens to my Travel Credit?
Your Travel Credit will now reside on the new canceled reservation.

Can I give my Travel Credits to someone else to use? 
Travel Credits are non-transferable. 

What is the expiration date for Travel Credits? 
Travel must be completed by the Travel Credit expiration date provided at issuance. Any unused funds will expire on this date.  Flight credits are subject to the Southwest Airlines’ rules. 

If my Travel Credit doesn’t cover the full cost of my new trip, how do I pay the balance? 
First, add your Travel Credit as your first form of payment, then select additional cards to pay remaining balance. 

If my Travel Credit has a remaining balance after I purchase a new vacation, can I redeem the balance for a future trip? 
Yes, the same Travel Credit rules and expiration dates apply, but you can use the remaining travel credit funds on a future trip. 

Can I use my Travel Credits along with the Uplift payment option? 


How do I apply for a loan through Uplift?

Shop for your travel dates and details like you normally would. When you are ready to checkout, simply select Uplift as your payment method. To apply, you’ll need to provide some basic information like your mobile number, date of birth, and if you are a US resident, your Social Security Number. If you’re approved, finish checking out and you’re done.

How is my loan offer determined?

We look at a number of factors, including your credit information, purchase details, and more.

How do I make payments?

You can make a payment anytime by visiting and clicking on the Loans tab. From there, click the Make a Payment button.

We recommend that you enable AutoPay at time of purchase so that your payments are automatically deducted each month.

If you don’t have AutoPay enabled, visit, click on the Accounts page, and set the AutoPay toggle to ON.

You can also change the form of payment on file with Uplift anytime by visiting

Can I travel before paying off my trip?

Yes! You do need to allow a few days between booking and your departure date for things to process. Other than that, you are free to travel whenever – even before you’re all paid off.

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. For further assistance with cancelling a reservation, email us at

How do I make changes to my vacation package reservation?
To make changes to your reservation, please email us at or 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.

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.

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 1-800-435-9792.

I forgot to add my Rapid Rewards 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 Rewards 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 Rewards 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 Rewards 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.

Flights and EarlyBird Check-In®

What are the various fare types and benefits?
Please visit to learn more.

Are there new air fare types and benefits?
Please visit to learn more.

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 1-800-435-9792.

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 or when you purchase your vacation package on EarlyBird Check-In is subject to availability.

How do I book a flight only?
To book flights only, please visit or call Southwest Airlines at 1-800-435-9792 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 1-800-435-9792 for assistance.

How do I use my Southwest Airlines Flight Credits to book a package?
Southwest Flight Credits are accepted on Southwest Vacations packages that include air. Funds must be applied at time of initial booking by selecting "Southwest Flight Credits" as your payment type. Please verify with all travelers if they have Southwest Flight Credits to utilize as payment for this reservation, as those cannot be applied after the booking is confirmed.

What are the benefits of EarlyBird Check-In?
By purchasing EarlyBird Check-In with your vacation package, you will receive automatic check-in with a confirmed boarding position 36 hours before flight departure, a guaranteed better boarding position, a better seat selection, and earlier access to overhead bins. EarlyBird Check-In is subject to availability.

How do I purchase EarlyBird Check-In on a vacation package?
When it is available, you can select EarlyBird Check-In during the checkout process on Or, if you’ve already booked your vacation package and EarlyBird Check-In is available, you can purchase EarlyBird Check-In on up to 36 hours prior to your scheduled local departure flight time starting from $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. Please remember, EarlyBird Check-In is subject to availability.

What is the Southwest Vacations Flight Disruption Policy?
In select circumstances, you may be eligible for a full or partial refund of your unused accommodation, ground transportation, and activities arrangements. See the full Flight Disruption Policy for details and eligibility.


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 1-800-243-8372 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.

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. 

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.

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.