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Southwest Airlines Global Distribution System Policy

Last updated July 08, 2020

Travel Agent Addendum

Introduction

Southwest Airlines Co. (“Southwest Airlines”) intends to increase the means of distribution of its transportation services to the business community, and adopts this Global Distribution System Policy (“Policy”) for that purpose.

This Policy applies to the sale by authorized ticket agents, including Travel Management Companies (“TMCs”), of transportation performed by Southwest Airlines using approved Global Distribution Services (“GDS”) to facilitate those sales. The Policy is for the guidance of authorized ticket agents/TMCs and approved GDS providers only; it creates no legal obligations on the part of Southwest Airlines to any party.

The sale of transportation performed by Southwest Airlines is subject to, and governed exclusively by, Southwest Airlines’ Contract of Carriage (“COC”) and the terms and conditions contained in the COC. No party other than Southwest Airlines is authorized to vary the terms and conditions of the COC or to create any obligation or undertaking by Southwest Airlines not set forth explicitly in the COC.

Subject to the specific conditions, exceptions, and limitations provided in this Policy and/or the COC, authorized ticket agents/TMCs may act on behalf of Southwest Airlines in the sale of transportation services on Southwest Airlines under the COC.

Definitions

  1. Agent means, for purposes of this Policy, any ticket agent, including any TMC, that is authorized to sell transportation services on Southwest Airlines.
  2. Business Select Fare means a fare with priority boarding that is refundable and changeable and may be applied toward future travel on Southwest Airlines by the originally ticketed passenger only, subject to certain restrictions that may apply.
  3. Carrier means Southwest Airlines Co. and its officers, employees, contractors and agents acting in their official capacities.
  4. EarlyBird Check-in is an automatic check-in option (available for an additional fee) that takes place before Southwest Airlines’ traditional 24-hour check-in.
  5. Irregular Operation means a delay or cancellation to a Southwest Airlines flight within 72 hours of the originally scheduled departure.
  6. Maximum Connection Time means a maximum allowable time of 4 hours that is permitted between two connecting flights on domestic - domestic itineraries and a maximum allowable time of 6 hours that is permitted between two connecting flights on international - domestic itineraries. Maximum Connection Time may be exceeded under irregular operations.
  7. Minimum Connection Time means the minimum allowed time between two connecting flights on Southwest Airlines, as filed by Southwest Airlines through ATPCO. Minimum Connection Times vary by airport and season, and may change over time. Note that Southwest Airlines does not have any codeshare or interline agreements.
  8. Miscellaneous Charge Order (“MCO”) an IATA approved document issued by ARC-accredited travel agencies to process the payment of cash and checks for travel on Southwest Airlines, and hold residual value for nonrefundable tickets.
  9. One-way means Scheduled Air Service on Carrier from an originating airport to a destination airport.
  10. Passenger means any person, except members of the Crew working on the flight, who is carried or will be carried in an aircraft with the consent of Carrier and is bound by the Contract of Carriage.
  11. PNR means the electronic six-digit alpha-numeric confirmation number issued by Carrier or an authorized Ticket Agent, which provides for the Carriage of the Passenger occupying a single seat.
  12. Scheduled Air Service means any current or future flight published on Carrier’s website or in computer reservation system used by Carrier.
  13. Secure Flight Passenger Data (SFPD) means information (full name, date of birth, gender) required to be provided by all passengers, at the time of ticketing or the intent to ticket, in accordance with the Transportation Security Administration’s Secure Flight Passenger Data program.
  14. Southwest Airlines Travel Funds means travel funds from an unused or partially-flown tickets that may be applied toward the purchase of future travel on Southwest Airlines. These funds may only be redeemed via Southwest Airlines direct channels and cannot be used in any GDS’s.
  15. Special Service Requests means Passenger requests for special services including, but not limited to, wheelchair, oxygen, and hearing or visual impairment services.
  16. Ticketing Time Limit (TTL) means that term as employed in Section 13.

General Distribution Policy

1. The Policy apples to tickets sold through GDS providers approved at Full Participation with Southwest Airlines. GDS providers that connect at a Basic Booking Level are subject to different policies and procedures.

  • 1.1. The GDS providers currently approved at Full Participation are:
    • 1.1.1. Apollo
    • 1.1.2. Galileo
    • 1.1.3. Worldspan

2. Authorization to Sell Transportation Services on Southwest Airlines

  • 2.1. Southwest Airlines is a Participating Carrier of Airlines Reporting Corporation (ARC) and uses the Specific Appointment method of appointing travel agencies for new Ticket Agent applicants and applicants undergoing a Type II or Type V change of ownership.
    • 2.1.1. Southwest Airlines applies additional and different appointment standards than ARC and Ticket Agents must apply with Southwest Airlines to obtain ticketing authority. Any inquiries regarding this process should be directed to TMCRelations-DG@wnco.com
  • 2.2. A Ticket Agent’s ability to sell transportation services on Southwest Airlines is contingent upon compliance with Southwest Airlines’ policies and guidelines for bookings, inventory availability, ticketing, refunds, exchanges, tariffs, etc. Failure to meet these policies and guidelines, and violations of Southwest Airlines’ policies may result in loss of a Ticket Agent’s ability to sell transportation services on Southwest Airlines. Southwest Airlines reserves the right to recover losses associated with Ticket Agent actions through the various channels available independently or in conjunction with ARC processes.
  • 2.3. A Ticket Agent is fully responsible for any actions taken by their sub-agents, contractors, servants, and any others who may control a booking made on their behalf

3. Southwest Airlines Policies & Procedures

  • 3.1. GDS-Ticketed Passengers will be subject to all the same conditions as direct channel Passengers per the Southwest Airlines Contract of Carriage
  • 3.2. This GDS Policy is subject to change at any time, without notice, and is the responsibility of the Ticket Agent to be aware and follow all current Southwest Airlines policies
  • 3.3. GDS-ticketed Passengers should be given notice of the policies set forth in Southwest Airlines’ signage.

4. Fares available through GDS

Reservations

5. Carrier Distribution Policies

  • 5.1. Maximum Number of Passengers in a GDS Booking
    • 5.1.1 Southwest Airlines will allow up to 8 Passengers in one booking.
      • 5.1.1.1. Groups of 10 or more need to book with Southwest Airlines Group Reservations at 1-800-433-5368
  • 5.2. Maximum Connection Time
    • 5.2.1 Any itineraries built that exceed Southwest Airlines’ filed maximum connection times will price and function as separate, one-way segments
  • 5.3. Minimum Connection Time
    • 5.3.1. Ticket Agents may not book itineraries with connections shorter than the Minimum Connection Time published by Southwest Airlines through the GDS
    • 5.3.2. Ticket Agents are responsible for any travel disruptions caused by not following this guidance and booking non-standard connections
  • 5.4. Corporate Discounts
    • 5.4.1. Ticket Agents that are booking on behalf of a corporation that has a discount through Southwest Airlines must use the instructions provided to the corporation
  • 5.5. Customer Contact Methods for operational notifications
    • 5.5.1 Southwest Airlines allows Ticket Agents to provide Passengers’ contact methods through the following fields:
      • 5.5.1.1. CTCE (Email)
      • 5.5.1.2. CTCM (Mobile Phone Number)
        • 5.5.1.2.1. Include country code prefix when listing CTCM or Customer may fail to receive mobile notifications (for US, add +1 prefix )
      • 5.5.1.3. CTCR (Refuse Contact)
    • 5.5.2. Check with your GDS provider for specific instructions on CTC formatting

6. Rapid Rewards Numbers in a Reservation

  • 6.1. GDS tickets will earn Rapid Rewards at the same rate as direct channel tickets
  • 6.2. The name on a reservation must match the name on the Rapid Rewards account to earn points
  • 6.3. If a Customer’s Rapid Rewards number is not included at the time of booking, it must be added through one of the following methods:
  • 6.4. GDS reservations that have a Rapid Rewards number added in the GDS after booking will not accrue points for travel
  • 6.5. Customers can request Past Flight Points using their Southwest Airlines PNR/Record Locator through “My Account” on Southwest.com

7. Rapid Rewards Tickets in GDS Channels

  • 7.1. The GDS channel does not support booking with Rapid Rewards points. All point redemptions must occur through Southwest Airlines direct channels.

8. No Show Policy

  • 8.1. As set forth in the Contract of Carriage, all Passengers who fail to cancel their flight(s) ten minutes before scheduled departure are subject to the following No-Show Policies:
    • 8.1.1. Wanna Get Away fares: all segments are automatically canceled and the funds are forfeited
      • 8.1.1.1. Tickets issued through the Apollo GDS will see these tickets updated to “Q” in coupon status if a Customer no-shows their flight
      • 8.1.1.2. Tickets issued through the Worldspan GDS will see these tickets updated to “Unavailable” in coupon status if a Customer no-shows their flight
    • 8.1.2. Business Select/Anytime fares: all segments are automatically canceled and funds are left on the ticket for future use on Southwest Airlines within one year of issuance
    • 8.1.3. Mixed fare types: all segments are automatically canceled and the individual fare segments will follow the rules associated with the fare type

Fares

9. Fare Types

  • 9.1. See Fare Information for attributes of the various Southwest Airlines booking options here: https://www.southwest.com/html/air/fare-information.html?CLK=SITESEARCH See Section 4 for fares that can and cannot be booked through the GDS.
  • 9.2. Fare means the price paid for air transportation including all mandatory taxes and fees. It does not include ancillary fees for optional services.

10. General Fare Rules

  • 10.1. Fare Pricing Policy
  • 10.1.1. Fare price and availability are not guaranteed until the ticket is issued
  • 10.2. Same Day (Voluntary) Travel Changes

11. Military and Government Fares

  • 11.1. Military Fares
    • 11.1.1. Full rules for discounted Military Fares are present in the Fare Quote rules
    • 11.1.2. These fares apply to U.S. Military Active Duty personnel, including reservists, National Guard members, and Coast Guard members with active orders. Discharged U.S. military personnel traveling within seven days of discharge with copy of orders.
      • 11.1.2.1. These fares also apply for dependents of active duty personnel, and dependents of spouses that have died while in active military service.
      • 11.1.2.2. Cadets/midshipmen attending the US Air Force Academy, US Naval Academy, US Military Academy (West Point), and the US Coast Guard Academy are considered active duty military and are eligible to purchase the military fare.
      • 11.1.2.3. A military dependent between two and 11 years of age must be accompanied by an active duty U.S. military person or active duty U.S. military dependent at least twelve years of age.
    • 11.1.3. Passengers travelling on a Military Fare will be able to check-in and secure a boarding position at 24 hours; however, they will need to verify ID at the airport ticket counter in order to receive a boarding pass
  • 11.2. Government Fares
    • 11.2.1. Policies & Procedures specific to Federal Government bookings are mandated by the City Pair Program contract
      • 11.2.1.1. Any agency booking under a new ARC Number/PCC on behalf of the Federal Government must contact Southwest Airlines B2B Services at 1-214-792-6777 prior to issuing Government tickets
    • 11.2.2. Refunds for Government Fares
      • 11.2.2.1. Tickets issued against a U.S. Government Transportation Request (GTR) will be refunded only to the U.S. Government agency which issued the GTR by check made payable to the “Treasury of the United States.”
      • 11.2.2.2. Tickets issued against a credit card or Universal Air Travel Plan (UATP) card will be refunded only to the account of the person/subscriber to whom the form of payment was issued.

12. Exceptions

  • 12.1. Mexico Itineraries
    • 12.1.1. At this time, Southwest Airlines does not offer itineraries through GDS channels to or from any destinations in Mexico. Ticket Agents may purchase these itineraries through Southwest Airlines direct channels.
  • 12.2. Restriction on Passive Bookings
    • 12.2.1. Southwest Airlines does not allow passive bookings with tickets issued on Southwest Airlines through the GDS

Tickets

13. Ticketing Time Limit

  • 13.1. Ticketing Time Limit (TTL) for GDS bookings will have tickets expire at 11:59 PM local time, NEXT DAY (not next business day).
  • 13.1.1. Note: For voiding tickets, Ticket Agents will have ability to void until 11:59 PM local time the following business day.
  • 13.2. Fare rules supersede the TTL
  • 13.3. Bookings will be cancelled upon expiry of TTL if PNRs are not ticketed.

14. Forms of Payment

  • 14.1. Southwest Airlines allows the following payment combinations for GDS transactions:
    • 14.1.1. Allowed
      • 14.1.1.1. 1 Form of Payment
      • 14.1.1.2. 1 Exchanged Document (Ticket or MCO)
      • 14.1.1.3. 1 Form of Payment + 1 Exchanged Document
    • 14.1.2. Not Allowed:
      • 14.1.2.1. 1 Exchanged Document + 1 Exchanged Document
      • 14.1.2.2. 1 Form of Payment + 1 Form of Payment
    • 14.1.3. Forms of Payments consist of the following:
    • 14.1.3.1. Cash
    • 14.1.3.2. Check
    • 14.1.3.3. Credit Cards
  • 14.2. For a list of Southwest Airlines’ accepted forms of payment, visit ARC’s page.
  • 14.3. PayPal is not accepted for payment through GDS channels

15. Southwest Airlines does not allow the use of Ticket Agent cards for payment in the GDS.

16. Extra Seat

  • 16.1. For Passengers requesting an Extra Seat (Customers of Size, large equipment such as an instrument, etc.), the reservation may be ticketed without the extra seat through the GDS. Passengers may request an Extra Seat by one of the following options:
    • 16.1.1. Call 1-800-435-9792 to book the extra seat
    • 16.1.2. Visit a Southwest Airlines Ticket Counter at the airport prior to departure
  • 16.2 For more information about Southwest Airlines’ Extra Seat policy, visit https://www.southwest.com/html/customer-service/faqs.html?topic=extra_seat_policy

17. Restriction on Revalidation of Tickets

  • 17.1. Southwest Airlines does not allow Ticket Agents to revalidate tickets. All exchanges should be performed as a reissue of the ticket.

18. Restriction on Refundable and Reissued Tickets

  • 18.1. Travel agencies who originally issued a refundable ticket can reissue a new ticket and process the refund back to the original form of payment. Refund and/or ticket reissuance performed by an Agency other than the original ticketing Travel Agency will be subject to a debit memo for Travel Agency refund or reissuance violations.

19. Voluntary Changes

  • 19.1. Cancellation and Change Fee Policy
    • 19.1.1. Southwest Airlines does not charge a fee for any changes or cancellations. Fare and tax differences may apply.
  • 19.2. Loss of Ticket Agent control and refundability following Southwest Airlines Reissue
    • 19.2.1. Tickets that have been reissued by Southwest Airlines will lose the ability to be refunded by the Ticket Agent that did the initial ticketing.
      • 19.2.1.1. Funds from tickets issued by or reissued by Southwest Airlines will be reusable in the form of Southwest Airlines Travel Funds that can be applied to future travel booked through Southwest Airlines direct channels.
        • 19.2.1.1.1. If a Ticket Agent has any questions about funds management following a Southwest Airlines reissuance, contact Southwest Airlines B2B Services at 1-214-792-6777
    • 19.2.2. Ticket Agents will not have the ability to view and service tickets after a reissue by Southwest Airlines
      • 19.2.2.1. All further exchanges and cancellations will need to be done by Southwest Airlines agents or through Southwest Airlines direct channels

20. Cancellation and Exchange Policies:

  • 20.1. Ticket Cancellations
    • 20.1.1. Cancellations may be performed in either the GDS or Southwest Airlines direct channels
      • 20.1.1.1. Passengers can cancel their booking on Southwest.com and other direct channels. This will leave the ticket in open status for the Ticket Agent to refund or use for future travel in the GDS according to applicable fare rules.
      • 20.1.1.2. One-way (single segment) cancellations for round-trip GDS itineraries are only available through the GDS or by calling Southwest Airlines reservations at 1-800-435-9792.
      • 20.1.1.3. Once a Passenger has checked in and/or checked bags, cancellation is restricted to Southwest personnel only
  • 20.2 Ticket Exchanges
    • 20.2.1. Exchange with add-collect
      • 20.2.1.1. Exchanges where the new selection results in a higher total. Ticket Agents must collect additional payment at time of the exchange
    • 20.2.2. Exchange with downgrade
      • 20.2.2.1. Wanna Get Away tickets:
        • 20.2.2.1.1. When an exchange results in a downgrade due to a lower total, the remaining value must be issued in the form of a nonrefundable MCO, valid on Southwest Airlines only, expiring one year from the date of issuance.
        • 20.2.2.1.2. A Miscellaneous Charge Order (MCO) should be issued when the modification of a nonrefundable fare results in a downgrade.
        • 20.2.2.1.3. Refund Exchange transactions with a remaining balance should not be treated as “even exchange” and balances should not be classified as Admin or Penalty Fees.
      • 20.2.2.2. Business Select and Anytime tickets:
        • 20.2.2.2.1. Ticket Agents who originally issued a refundable ticket (Business Select/Anytime) can refund the residual value to the original form of payment or keep the residual value as an MCO, valid on Southwest Airlines only, expiring one year from the date of issuance. Check the complete fare rules of the original fare on the original ticket for additional information here: https://www.southwest.com/html/air/fare-information.html.
    • 20.2.3. Even Exchange
      • 20.2.3.1. No additional action is required if the exchange does not include a difference
    • 20.2.4. Exchanges for partially-flown tickets
      • 20.2.4.1. When exchanging an itinerary that has been partially flown, exchange only the un-flown coupons and pricing itinerary by selecting only un-flown segments. Exchanging the flown coupons could result in Rapid Rewards points not accruing and potential debit memo assessment

21. Business Select and Anytime Tickets

  • 21.1. Ticket Agents can only refund tickets issued by their agency.
  • 21.2. Refunds can only be issued to the Passenger named on the ticket as funds are non-transferrable.
  • 21.3. Refunds can only be issued to the form of payment used to purchase the ticket.
  • 21.4. Refunds are only allowed within one year of original ticket issuance date
  • 21.5. All refunds must be settled through ARC IAR
  • 21.6. Partial refunds are allowed when combined with Wanna Get Away fares
    • 21.6.1. For tickets that have both Business Select/Anytime and Wanna Get Away fares, Ticket Agents are allowed to refund the Business Select/Anytime portion of the ticket. The Wanna Get Away portion can be issued as an MCO valid for one year from the date of issuance.

22. Wanna Get Away Tickets

  • 22.1. Wanna Get Away tickets are reusable on Southwest Airlines; however they cannot be refunded
    • 22.1.1. All funds leftover on canceled Wanna Get Away tickets must be exchanged to an MCO
    • 22.1.2. Ticket Agents may only refund taxes and fees collected on international, Wanna Get Away tickets where required by law
    • 22.1.3. Miscellaneous Charge Orders (MCO):
      • 22.1.3.1. MCOs cannot be replaced if lost, are valid for one year from the date of issuance, and may not be transferred from one Passenger to another.

23. Name Correction Policy

  • 23.1. Southwest Airlines does not allow name corrections through the GDS
    • 23.1.1. Any name corrections require the Ticket Agent to cancel and rebook the reservation.
    • 23.1.2. Ticket Agent can void/refund the original ticket if applicable, however a new reservation and ticket is required.
    • 23.1.3. For assistance please contact Southwest Airlines B2B Services at 1-214-792-6777.

Check-in

24. EarlyBird Check-In

  • 24.1 Purchasing EarlyBird is not necessary for Passengers with A-List/A-List Preferred status, a Business Select Fare, or who will need to pre-board (see full Southwest Airlines’ policy here)
  • 24.2. EarlyBird Check-In can be purchased for GDS-issued tickets through Southwest Airlines direct channels. For more information see https://www.southwest.com/html/customer-service/faqs.html?topic=earlybird_checkin
    • 24.2.1 EarlyBird is nonrefundable. In the event of a Southwest Airlines flight cancellation, the amount paid for EarlyBird will automatically be refunded to the original form of payment. Ticket Agents are not permitted to refund any EarlyBird purchases
    • 24.2.2 Tickets with EarlyBird that are exchanged more than 36 hours prior to the flight’s departure time will carry over the EarlyBird Check-In attribute. Exchanges made within the 36 hour window will forfeit the EarlyBird Check-In attribute
    • 24.2.3. In order to purchase EarlyBird for reservations where the Passenger has tickets/segments on other airlines than Southwest Airlines, the Passenger must call Southwest Airlines at 1-800-435-9792

Service Interruptions/Irregular Operations (“IROPs”)

25. IROPs Policy

    • 25.1 For the purposes of this Policy, an irregular operation (“IROP”) is a delay or cancellation of a Southwest Airlines flight within 72 hours of originally scheduled departure
  • 25.2 Accommodation Procedures
  • 25.3 Flight Cancellation and Delays Notifications:
    • 25.3.1 Customers may receive the following notifications for changes in the operation of a scheduled Southwest Airlines flight:
      • 25.3.1.1 Flight cancellation
      • 25.3.1.2 Flight departure delay
      • 25.3.1.3 Flight re-accommodation

26. Schedule Changes and Ticket Revalidation/Reissuance Policy

  • 26.1 If Southwest Airlines changes the operating schedule of a flight outside of 72 hours prior to departure, then Southwest Airlines will re-book the Passenger on a new itinerary and queue the PNR to the Ticket Agent to follow one of the following actions:
    • 26.1.1 Accept the schedule change by reissuing the ticket as an even exchange
    • 26.1.2 Rebook the affected segment once as an even exchange (within 14 days of original scheduled date, same fare product)
      • 26.1.2.1. Ticket Agents must enter the following endorsement format when servicing an exchange on a reservation on the schedule change queue to avoid a debit memo:
        • 26.1.2.1.1. WAIVESC1234061871
          • 26.1.2.1.1.1. Insert affected flight number after “Waive”
          • 26.1.2.1.1.2. Use “SC” to denote this reissue is the result of an Advanced Schedule Change
          • 26.1.2.1.1.3. Insert affected date in Month-Day-Year format (i.e. 061871 for June 18th 1971)
    • 26.1.3. Cancel the PNR and fully refund the ticket
      • 26.1.3.1. Ticket Agents must enter the following refund command if the Passenger requests to cancel and refund their reservation after a schedule change:
        • 26.1.3.1.1. SC1234061871
          • 26.1.3.1.1.1. Use “SC” to denote this reissue is the result of an Advanced Schedule Change
          • 26.1.3.1.1.2. Insert flight number after “SC”
          • 26.1.3.1.1.3. Insert original flight date in Month-Day-Year format (i.e. 061871 for June 18th 1971)
  • 26.2 Ticket Agents are allowed to rebook a ticket to/from the following co-terminal airports in order to provide the best re-accommodation to the Passenger:
    • 26.2.1. Los Angeles Area Airports
      • Burbank-Hollywood Airport - BUR
      • Long Beach - LGB
      • Los Angeles - LAX
      • Ontario/LA - ONT
      • Orange County/Santa Ana - SNA
    • 26.2.2 Washington, D.C. Area Airports
      • Baltimore/Washington - BWI
      • Washington (Dulles) – IAD
      • Washington (Reagan National) – DCA
    • 26.2.3 Boston Area Airports
      • Manchester, NH – MHT
      • Providence, RI – PVD
    • 26.2.4 Northwest Florida Beaches Area Airports
      • Panama City Beach – ECP
      • Pensacola, FL – PNS
    • 26.2.5 San Francisco Area Airports
      • Oakland – OAK
      • San Francisco – SFO
      • San Jose, CA – SJC
    • 26.2.6 Miami Area Airports
      • Fort Lauderdale/Hollywood, FL – FLL
      • West Palm Beach - PBI

27. Travel Advisories with Waiver Codes

  • 27.1 Situations that affect multiple flights may result in Southwest Airlines generating a Waiver Code to allow Ticket Agents the ability to re-accommodate Passengers as needed.
    • 27.1.1 Note: if a ticket has already been reissued by Southwest Airlines, then all changes will need to be made by Southwest Airlines agents
  • 27.2 Travel Advisory Waiver Codes can be found here: https://southwest.com/html/historical-waiver/
    • 27.2.1. Note the parameters of each Waiver Code for included dates, cities, and rebooking allowances. These are subject to change without notice and changes done outside of the allowed conditions may result in a debit memo.
  • 27.3 If a Passenger requests a change to their itinerary and their Ticket is covered within the conditions of the Waiver Code, then the Ticket Agent may:
    • 27.3.1 Rebook the Passenger on a new itinerary and reissue the ticket with no fare difference, adding the Waiver Code in the endorsement field

Mobile Notification (MN) of Service Disruption Impacting Travel

  • 28. There may be instances where a Customer is notified via their mobile device of an airport or city-specific service disruption that may impact their existing reservation. Because this type of exception has minimal impact on our overall flight schedule, no Dynamic Waiver will be published. In the event the Customer receives a “Mobile” notification stating that a One-Time change to flight date or flight time is being offered, please use the below Waiver process:
    • 28.1. Rebook the affected segment once as an even exchange (within 24hrs of original scheduled date, same fare product)
    • 28.2. Ticketing Agents must enter the following endorsement format when servicing a reservation on the mobile notification to avoid a debit memo:
      • 28.2.1.1. WAIVEMN1234010120
        • 28.2.1.1.1. Enter “WAIVEMN” to denote the Waiver is related to a mobile notification
        • 28.2.1.1.2. Then enter 4-digit flight number of original flight (lead with zero(s) as necessary)
        • 28.2.1.1.3. Then enter original travel date as 010120 = 2-digit Month 2-digit Day 2-digit Year
    • 28.3. Same-day changes may be initiated by Southwest Airlines to initiate a re-issuance of the ticket resulting in the Ticket Agent no longer controlling the ticket

Auditing & Debit Memos

29. Notice of Booking Policy Enforcement

  • 29.1 Southwest Airlines will audit all GDS bookings to ensure compliance with Southwest Airlines’ Policies and Procedures. Violations will result in the issuance of a Debit Memo sent through ARC Memo Manager, with an associated service charge plus the cost of the Debit Memo. Southwest Airlines may revoke a Ticket Agent’s ability to book and ticket Southwest Airlines inventory, and holds Ticket Agents responsible for any actions taken by them or their employees or sub-agents.

30. Debit Memo Policy

  • 30.1 Debit Memo Reporting
    • 30.1.1 Southwest Airlines will create an Agency Debit Memo (“ADM”) for any of the reasons listed below, and utilize ARC Memo Manager to communicate and track the payment of all Debit Memos
    • 30.1.2 For any questions or concerns that cannot be resolved through Memo Manager, Ticket Agents can contact Southwest Airlines B2B Services at 1-214-792-6777
  • 30.2 List of Fraudulent booking practices that will result in Debit Memo issuance:
    • 30.2.1 Duplicate Bookings
      • 30.2.1.1 Ticket Agents should not create duplicate bookings for a passenger in different PNRs.
      • 30.2.1.2 Ticket Agents should not create multiple itineraries thus blocking several flights when such itinerary is impossible to fly.
      • 30.2.1.3 Ticket Agents must not duplicate any reservation booked in another CRS/GDS or Southwest Airlines’ internal reservation system or by another Ticket Agent.
        • 30.2.1.3.1 Since there is no business requirement in having a Duplicate booking, even a single duplicate booking will warrant a debit memo.
    • 30.2.2 Churning
      • 30.2.2.1 Ticket Agents should refrain from repeatedly cancelling and re-booking.
      • 30.2.2.2 Southwest Airlines understands that a small amount of these practices are a part of the ticketing process; however, any cancellations and re-bookings done in excess of 3 for the same segment will be considered as an attempt to circumvent TTLs or meeting GDS productivity and thus an ADM will be issued.
    • 30.2.3 Inactive Segments
      • 30.2.3.1 It is Ticket Agent’s responsibility to monitor the queues and release inactive segments with HX, UN, UC, NO, SC, TK, TL, TN, UU, US, PN, WL, WN, DL, DS, IX, MM, RM, GL or WK status codes from the booking.
      • 30.2.3.2 Failure to remove these segments 24 hours before departure would result in an ADM.
    • 30.2.4 Fictitious Names and other Speculative Bookings
      • 30.2.4.1 Ticket Agents are requested to refrain from making bookings with fictitious names and thus blocking inventory.
      • 30.2.4.2 Ticket Agent’s staff’s trainings should only be conducted on test environment or the training mode of a GDS/CRS provider.
      • 30.2.4.3 Creating live PNRs for training or test purposes is strictly not allowed.
      • 30.2.4.4 Such bookings include the use of a valid surname followed by initials (e.g., Smith/A/B/C, Lee/A/S/D/F, Johnson/X/Y/Z) and fictitious or celebrity names.
      • 30.2.4.5 Examples of fictitious names are follows:
        • Mouse/Mickey
        • Obama/Barack
        • Test/Charlie
        • GTRP/XXXX
      • 30.2.4.6 Names of famous personalities could be absolutely genuine and therefore Southwest Airlines will take a call based on the evaluation and pattern of the booking.
      • 30.2.4.7 Since there is no business need for a fictitious booking, an ADM will be issued even if there is one fictitious booking found.
      • 30.2.4.8. Passive Bookings
        • 30.2.4.8.1. Ticket Agents should only book passive segments in its CRS/GDS system for the purpose of ticketing an already existing reservation on Southwest Airlines’ internal reservation system.
  • 30.3. Southwest Airlines will create an Agency Debit Memo (“ADM”) for any of the reasons listed below, and utilize ARC Memo Manager to communicate and track the payment of all Debit Memos
    • 30.3.1. Fare rule violations
    • 30.3.2. Travel Agency refund or reissuance violations
    • 30.3.3. Unauthorized or invalid waiver codes (see sections 24-27 for valid format)
    • 30.3.4. Refunding nonrefundable fares and taxes
    • 30.3.5. Usage or refunding expired tickets
    • 30.3.6. Commissions are not allowed
    • 30.3.7. Tax errors
    • 30.3.8. Credit card chargebacks
    • 30.3.9. Duplicate ticketing
  • 30.4 Debit Memo Fees
    • 30.4.1 The Associated Service Charge is $25 per ADM issued

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