Customer Service

Questions We Hear the Most

• Southwest Airlines announced the closing of its acquisition of AirTran Holdings, Inc., the former parent company of AirTran Airways, Inc. (AirTran). What does that mean?

  Southwest has begun the gradual integration of AirTran into the Southwest Airlines brand. Eventually, the integration of the two airlines will result in an expansion of already low fares and outstanding service for consumers, but change will not be immediate. The airlines will communicate to you prior to any changes that will directly impact the way you currently travel on Southwest or AirTran. For now, it's business as usual.

  Learn more about the AirTran acquisition.

• How many bags can I carry on, and do you charge for checked luggage?

  Carryon items are limited to one (1) bag plus one (1) smaller, personal-type item. You're allowed two (2) checked pieces of baggage per ticket, with some size and weight limitations. We only charge for overweight and excess items. See all Baggage Info.

• This ‘no assigned seat’ thing is new to me. How do I check in and board?

  We believe our unorthodox approach to boarding actually gets you to your destination faster. Get the whole scoop on the airport experience.

• I lost my itinerary for an upcoming trip. Where can I get a replacement copy?

  If you have your confirmation number, you can retrieve it here. If you don't have your confirmation number, you can look it up with your credit card information. 

• How do I add my Rapid Rewards number to an existing reservation?

  It's easy! Here's the form you need. Can't remember your account number? You can look it up.

• I forgot to give you my Rapid Rewards Number before I traveled. How can I get points?

  This will only take a few seconds, and it’s worth it. Log in to your account and choose Add Past Flight Points.

• Oops, I left something on the plane. Can I get it back?

  If you realize that you left an important item onboard the plane, please notify a Southwest Airlines Customer Service Agent before leaving the airport so he or she can try to retrieve the item.  If you’ve left the airport, please contact our lost and found.  Please provide detailed information regarding the item (i.e. model/serial number, brand, size, color, etc.).  We will make every effort to locate your item and return it to you. If you provide an email address you will receive regular communication on the status of the search for your item and will be contacted via email and phone if it’s located.  If you do not provide an email address you will only be contacted by phone if your item is located.  If we have not located your item within 30 days from the time it was reported, it is not likely that it was  turned in.  While we make every effort to locate lost items, Southwest Airlines is not liable for unchecked items left on the plane.