Planning air travel when you need a wheelchair can feel like a daunting task, but it doesn't have to be! Southwest Airlines is committed to making travel accessible for all passengers, and requesting wheelchair assistance is a straightforward process. This comprehensive guide will walk you through every step, ensuring a smooth and comfortable journey.
Feeling a little overwhelmed by travel logistics? Don't worry, we've got you covered! Let's simplify the process of requesting a wheelchair on Southwest Airlines, so you can focus on enjoying your trip.
Step 1: Determine Your Specific Needs (Before You Book, or Right After!)
Before you even pick up the phone or click a button, take a moment to assess the exact type of assistance you'll require. This will help you communicate effectively with Southwest and ensure they can meet your needs.
What kind of assistance do you need?
Full Airport Assistance: Do you need a wheelchair from the moment you arrive at the curb, through check-in, security, to your gate, and then onto the plane? And similarly, upon arrival at your destination (and any connecting airports)? This is the most common request.
Gate-to-Plane Assistance: Perhaps you can manage through the terminal but need help getting from the gate to your seat on the aircraft, or from your seat to the gate upon deplaning.
Your Own Wheelchair vs. Airline Provided: Are you bringing your own manual or battery-powered wheelchair, or do you need Southwest to provide one for you at the airport? If you're bringing your own, you'll need to provide details about its dimensions and battery type (if applicable).
Connecting Flights: If you have a layover, will you need assistance at the connecting airport as well? Be sure to specify this.
Pre-Boarding: Do you require pre-boarding due to your disability to get settled in your seat or stow an assistive device?
Knowing these details upfront will make the entire process much more efficient.
Step 2: Making Your Request – The Best Ways to Connect with Southwest
Southwest Airlines offers a few convenient ways to request wheelchair assistance. While online options exist, calling them directly is often the most recommended and thorough approach for special assistance requests.
Option A: Calling Southwest Airlines Customer Service (Recommended)
This is generally the most reliable method for ensuring all your specific needs are noted and confirmed.
Find the Right Number: The primary number for Southwest Airlines customer service in the U.S. is 1-800-I-FLY-SWA (1-800-435-9792). For international numbers or TTY services, check the "Contact Information" section on the Southwest Airlines website.
Be Prepared with Information: Have your flight details handy:
Confirmation Number
Flight Dates and Times
Departure and Arrival Airports
Your Name and Date of Birth
The specific details you determined in Step 1 regarding your wheelchair needs.
State Your Request Clearly: When you connect with a representative, clearly state that you need to request wheelchair assistance for your upcoming flight.
Provide Specifics: This is where the preparation from Step 1 comes in. Explain whether you need assistance from the curb, to the gate, onto the plane, etc. If you're bringing your own wheelchair, provide the dimensions and battery type.
Confirm Everything: Before ending the call, ask the representative to confirm that the wheelchair assistance has been added to your reservation. You might even ask for a confirmation number or note in your reservation acknowledging the request.
Pro Tip: While Southwest doesn't typically charge for wheelchair assistance, it's always a good idea to confirm this during your call.
Option B: During Online Booking (Limited Detail)
When you book your flight on Southwest.com, there's usually an option to indicate special assistance needs.
Look for "Special Assistance" or "Accessibility": As you proceed through the booking process, typically on the passenger information page or a summary page, look for a checkbox or link related to "Special Assistance," "Accessibility," or "Disability Services."
Select Wheelchair Assistance: Check the box or select the appropriate option for wheelchair assistance.
Limited Detail: Be aware that the online booking system might not allow for as much detailed input as a phone call. Therefore, even if you select it online, it's highly recommended to follow up with a phone call to Southwest to provide more specific information and ensure everything is noted correctly.
Option C: Managing an Existing Reservation Online
If you've already booked your flight and didn't initially request assistance, you can often add it to an existing reservation.
Access Your Reservation: Go to Southwest.com and navigate to "Manage Reservations" or "My Trips."
Find Special Assistance Options: Look for an option to modify your reservation or add special services. This might be under a section like "Traveler Information" or "Accessibility."
Add Wheelchair Assistance: Select the option for wheelchair assistance.
Follow Up with a Call: Similar to booking online, it's strongly advised to call Southwest customer service afterward to confirm the request and provide any necessary details that the online system couldn't capture.
Step 3: Important Considerations Before Your Travel Day
A little foresight can prevent a lot of stress on your travel day.
Confirmation and Reconfirmation:
Check Your Itinerary: A few days before your flight, double-check your Southwest itinerary online or through their app to see if there's any indication of your special assistance request.
Consider a Quick Call (Optional but Recommended): If you're feeling anxious or just want peace of mind, make a quick call to Southwest customer service 24-48 hours before your flight to reconfirm your wheelchair assistance request. This is especially helpful for complex itineraries or if you're traveling during peak times.
Arriving at the Airport:
Arrive Early: Always allow ample time at the airport. Arriving at least 2-3 hours before a domestic flight, and 3+ hours for an international flight, is highly recommended when you require wheelchair assistance. This accounts for potential delays at check-in, security, and the time it takes for assistance personnel to arrive.
Identify Yourself: Upon arrival at the airport (curbside, check-in counter, or even the baggage drop-off), immediately identify yourself to a Southwest Airlines employee or Skycap (if available) and state that you have requested wheelchair assistance. They will arrange for a wheelchair and assistance to get you through the airport.
Check-in Desk Confirmation: When you reach the check-in counter, reiterate your need for wheelchair assistance to the agent. They will ensure the request is active and coordinate with the necessary ground staff.
Step 4: Navigating the Airport and Boarding Process
With your request in place and on arrival at the airport, here's what to expect.
Airport Navigation:
Assistance Through Security: Wheelchair assistance personnel will guide you through security checkpoints. Be aware that the TSA has specific procedures for screening individuals with disabilities and mobility aids. You may be asked to transfer from your wheelchair for screening or undergo a pat-down. TSA Cares (1-855-787-2227) is a helpful resource if you have specific concerns about security screening.
To the Gate: The wheelchair assistant will transport you directly to your departure gate. They will typically stay with you until you are ready to board the aircraft.
Boarding the Aircraft:
Pre-Boarding: Southwest Airlines offers pre-boarding for Customers with disabilities who need a specific seat to accommodate a disability, need assistance boarding the aircraft, or need to stow an assistive device. Inform the gate agent if you qualify and wish to pre-board. One travel companion may pre-board with you.
Aisle Chair: If you are unable to walk to your seat from the aircraft door, Southwest will provide an aisle chair, which is a narrow wheelchair designed to fit down the aircraft aisle, to transport you to your seat.
Stowing Your Own Wheelchair: If you are traveling with your own manual or battery-powered wheelchair, it will typically be gate-checked and loaded into the cargo hold. The airline staff will assist with this process. Ensure any removable parts are secured and batteries (for power wheelchairs) are handled according to airline regulations.
Step 5: Arrival and Deplaning
The assistance doesn't stop when you land.
Deplaning:
Remaining Onboard: Once the aircraft lands, remain in your seat until the flight attendants announce that wheelchair assistance is available. You will typically be among the last to deplane, allowing other passengers to exit first.
Assistance to Your Wheelchair: An airline representative will bring your wheelchair (if you checked your own at the gate) or an airport-provided wheelchair to the aircraft door. They will assist you in transferring and transport you into the terminal.
Navigating the Arrival Airport:
Baggage Claim and Ground Transportation: The wheelchair assistant will help you navigate through the arrival airport, assist you with baggage claim (if needed), and guide you to ground transportation or your connecting flight.
Important Notes on Traveling with Your Own Wheelchair:
Size and Weight Restrictions: Southwest Airlines accommodates manual and battery-powered wheelchairs. However, be aware of cargo compartment door dimensions (typically 48 inches width x 35 inches height) and a weight limit of 500 pounds. Some larger wheelchairs may need to be loaded on their side.
Battery Information: For battery-powered wheelchairs, you will need to provide information about the battery type (e.g., wet cell, dry cell, lithium-ion) to ensure it can be safely transported. Southwest has specific guidelines for battery disconnection and protection to prevent accidental activation. They may have a "Wheelchair / Mobility Aid Information Form" you can fill out in advance.
Damage/Delay: In the unfortunate event that your wheelchair or mobility aid is delayed or damaged, immediately report it to a Southwest Airlines employee before leaving the airport.
Southwest Airlines is dedicated to providing a comfortable and accessible travel experience for all passengers. By following these steps and communicating your needs clearly, you can ensure a smooth journey.
10 Related FAQ Questions (How to...)
How to confirm my wheelchair request with Southwest Airlines?
You can confirm your wheelchair request by calling Southwest Airlines customer service at 1-800-I-FLY-SWA (1-800-435-9792) or by checking your reservation details online under "Special Assistance" a few days before your flight.
How to pre-board on Southwest Airlines with a wheelchair?
If you require a specific seat to accommodate a disability, need assistance boarding the aircraft, or need to stow an assistive device, you can pre-board. Inform the gate agent upon arrival at your gate, and they will provide you with a new boarding pass marked for pre-boarding (PRBD).
How to find the disability assistance phone number for Southwest Airlines?
The general customer service number 1-800-I-FLY-SWA (1-800-435-9792) is the primary contact for all special assistance requests, including wheelchair assistance. You can also find additional contact information for specific international locations or TTY services on the Southwest Airlines website under their "Contact Information" section.
How to ensure my battery-powered wheelchair is accepted on Southwest?
Inform Southwest Airlines when requesting assistance that you are bringing a battery-powered wheelchair. Be prepared to provide details about the battery type (e.g., wet cell, dry cell, lithium-ion) and confirm that you understand their procedures for battery disconnection and securing the device. It's advisable to review their "Battery-powered wheelchairs and mobility aids" policy on their website.
How to get assistance with a wheelchair at connecting airports on Southwest?
When you make your initial request for wheelchair assistance with Southwest, explicitly state that you need assistance at all points of your journey, including any connecting airports. The airline will coordinate with ground staff at those locations.
How to manage changes to my wheelchair assistance request on Southwest?
If your needs change or you need to update your request, simply call Southwest Airlines customer service at 1-800-I-FLY-SWA (1-800-435-9792) as soon as possible to modify the details on your reservation.
How to handle security screening with a wheelchair on Southwest flights?
At the security checkpoint, notify the TSA officer that you require wheelchair assistance. You may be asked to transfer for screening, or your wheelchair and personal items may undergo a visual inspection and pat-down. For specific concerns, you can contact TSA Cares at 1-855-787-2227.
How to get help from the curb to the check-in counter at Southwest?
Upon arrival at the airport, look for a Southwest Airlines Skycap (if available curbside) or proceed to the check-in counter. Immediately inform a Southwest employee that you have requested wheelchair assistance, and they will arrange for a wheelchair and attendant to assist you.
How to ensure my own wheelchair is safely stowed by Southwest?
When gate-checking your wheelchair, ensure any removable parts (cushions, footrests) are detached and secured. For battery-powered wheelchairs, follow Southwest's instructions for battery isolation. Clearly label your wheelchair with your name and contact information.
How to get wheelchair assistance upon arrival at my Southwest destination?
Remain in your seat after the plane lands. Flight attendants will announce when wheelchair assistance is available. An attendant will bring a wheelchair to the aircraft door to help you deplane and transport you through the terminal to baggage claim or ground transportation.
