A Comprehensive Guide: Adding Wheelchair Assistance on Southwest Airlines
Traveling can be an exciting adventure, and for those who require wheelchair assistance, Southwest Airlines is committed to making the journey as smooth and comfortable as possible. This guide will walk you through every step of adding wheelchair assistance to your Southwest flight, ensuring you have all the information you need for a stress-free travel experience.
Step 1: Let's Get Started – Planning Your Trip!
Before you even think about booking, have you considered what kind of assistance you might need? This initial thought process is crucial for a seamless experience. Southwest Airlines offers various levels of support, so knowing your specific requirements upfront will help you communicate them effectively.
Sub-heading: Assess Your Needs
Curbside to Gate Assistance: Do you need help from the moment you arrive at the airport until you reach your departure gate?
Gate to Plane Assistance: Are you comfortable navigating the airport but need help boarding the aircraft itself?
Connecting Flights: If you have layovers, will you need assistance between gates at your connecting airports?
Personal Mobility Device: Are you bringing your own manual or battery-powered wheelchair, or do you require a wheelchair provided by the airline?
Preboarding: Would you benefit from boarding the plane before general boarding to get settled or secure a specific seat?
Assistance with Luggage: Will you need help with your checked or carry-on bags?
The more detail you can provide about your needs, the better equipped Southwest will be to assist you.
Step 2: Booking Your Flight and Requesting Assistance
You have a few convenient ways to add wheelchair assistance to your Southwest Airlines reservation. It's always recommended to request assistance in advance, ideally at least 48 hours before your flight, to ensure the necessary arrangements are made.
Sub-heading: Online During Booking
Navigate to Southwest.com: Go to the official Southwest Airlines website to begin your flight search.
Select "Special Assistance": As you proceed through the booking process, look for a section typically labeled "Special Assistance," "Accessibility," or similar. This is usually found on the passenger details or checkout page.
Indicate Wheelchair Needs: Within this section, you'll find options to specify that you require wheelchair assistance. You might be asked to select the type of assistance (e.g., from curbside, to gate, etc.).
Provide Details (If Applicable): If you are bringing your own wheelchair, you may be prompted to provide details such as its dimensions, weight, and battery type (for battery-powered wheelchairs). Be precise with this information as there are certain restrictions for cargo compartment loading.
Sub-heading: After Booking (Managing Your Reservation Online)
If you've already booked your flight, no problem! You can still add or modify your wheelchair assistance request.
Log In or Retrieve Reservation: Visit Southwest.com and either log into your Rapid Rewards account or use your confirmation number, first name, and last name to retrieve your reservation.
Locate "Special Assistance" or "Manage Trip": Once your reservation is open, look for a "Special Assistance" or "Manage Trip" section.
Add/Modify Assistance: Follow the prompts to add wheelchair assistance. Again, be prepared to provide details about your mobility device if you are bringing your own.
Sub-heading: Calling Southwest Customer Service
For personalized assistance, or if you prefer to speak with a representative, calling Southwest Airlines directly is a great option.
Dial the General Customer Service Number: You can typically reach Southwest Airlines Customer Service at 1-800-I-FLY-SWA (1-800-435-9792).
Inform the Agent: Clearly state that you need to add wheelchair assistance to your reservation.
Provide Reservation Details: Have your confirmation number and flight details ready to provide to the agent.
Explain Your Needs: Be specific about the type of assistance you require (curbside to gate, gate to plane, connecting flights, etc.).
Discuss Your Mobility Device: If you're bringing your own wheelchair, inform the agent about its type (manual or battery-powered), dimensions, weight, and battery specifications. This is particularly important for battery-powered wheelchairs due to safety regulations. They may ask about the watt-hour (Wh) rating of your battery.
Confirm and Document: Ask the agent to confirm that the wheelchair assistance has been added to your reservation and inquire if there's a reference number for the special assistance request.
Step 3: Preparing for Your Travel Day
With your assistance requested, it's time to get ready for your flight. A little preparation can go a long way in ensuring a smooth airport experience.
Sub-heading: Confirming Your Request
It's a good idea to reconfirm your wheelchair assistance request a day or two before your flight. You can do this by:
Checking your reservation online.
Calling Southwest Airlines customer service again.
Sub-heading: Arriving at the Airport
Arrive Early: Southwest recommends arriving at the airport according to their suggested arrival times, especially if you require special assistance. For battery-powered wheelchairs, they may request your device be prepared for stowage up to an hour before departure.
Identify Yourself: As soon as you arrive at the airport, identify yourself to a Southwest Employee (at curbside check-in, the ticket counter, or the departure gate) and state that you have requested wheelchair assistance.
Security Screening: Be prepared for security screening. The Transportation Security Administration (TSA) is responsible for this process. Inform the TSA officer if you cannot walk or stand unassisted. Wheelchairs, scooters, and other mobility aids will be screened, including seat cushions and any non-removable pouches. The TSA offers a program called TSA Cares for travelers with disabilities, which provides additional assistance during screening. You can visit the TSA website for more details.
Step 4: At the Gate and Boarding
Southwest Airlines has specific procedures for passengers requiring wheelchair assistance, including preboarding options.
Sub-heading: Preboarding
Southwest Airlines offers preboarding to Customers with disabilities who:
Need a specific seat to accommodate a disability.
Need assistance boarding the aircraft.
Need to stow an assistive device (like a collapsible wheelchair).
Speak to a Customer Service Agent: At the ticket or departure gate counter, speak with a Customer Service Agent to request preboarding. They will ask a few questions to determine if you qualify.
Receive a New Boarding Pass: If you qualify, you'll receive a new boarding pass marked with "PRBD." This informs the Operations Agent at boarding that you can preboard.
Boarding Order: Preboarding occurs before general boarding. You'll be among the first to board, allowing you ample time to get settled.
Travel Companion: One travel companion may preboard with you. If you need an exception to this, discuss your needs with the Customer Service Agent at the gate.
Seat Selection: Remember that if you preboard, you cannot occupy an exit row seat. If you're preboarding because you need a specific seat, speak with the Operations Agent after getting your new boarding pass but before preboarding starts to discuss your seating needs.
Sub-heading: Boarding Between A and B Groups
For customers with disabilities who need a little extra time to board or be seated but do not qualify for preboarding, Southwest allows boarding between the "A" and "B" groups, before Family Boarding. A Customer Service Agent at the ticket counter or departure gate can give you a new boarding pass marked with "XT" for this.
Step 5: During Your Flight and Upon Arrival
Southwest aims to provide dignified and respectful service throughout your entire journey.
Sub-heading: Onboard Assistance
Flight Attendant Introduction: If you requested assistance, a Flight Attendant may be introduced to you and briefed on your needs.
Deplaning Information: You'll be informed if you need to deplane at your destination or if you need to remain onboard at an intermediate city for connecting flights.
No Custodial Care: While Southwest will assist you, they do not provide personal or continuous assistance or custodial care. If you require such care, you should travel with a ticketed caregiver or personal care attendant.
Sub-heading: Deplaning and Arrival
Assistance Off the Aircraft: Upon arrival, Southwest Employees will assist you with deplaning and, if requested, help you get from the arrival gate to the airport curb or to your connecting gate.
Mobility Device Retrieval: If your wheelchair or mobility aid was checked, it will be brought to you at the gate or baggage claim, depending on airport procedures and the device type.
By following these steps, you can ensure a comfortable and accessible travel experience with Southwest Airlines.
Frequently Asked Questions (FAQs)
How to request wheelchair assistance when booking online?
You can request wheelchair assistance during the online booking process on Southwest.com by looking for a "Special Assistance" or "Accessibility" section on the passenger details or checkout page.
How to add wheelchair assistance to an existing Southwest reservation?
You can add wheelchair assistance to an existing reservation by logging into your Southwest account or retrieving your reservation on Southwest.com and navigating to the "Special Assistance" or "Manage Trip" section.
How to contact Southwest Airlines for wheelchair assistance?
You can contact Southwest Airlines Customer Service at 1-800-I-FLY-SWA (1-800-435-9792) to request or confirm wheelchair assistance.
How to ensure my battery-powered wheelchair is allowed on the flight?
When requesting assistance, provide the dimensions, weight, and battery type (including watt-hour rating) of your battery-powered wheelchair to Southwest. They will confirm if it complies with aircraft restrictions.
How to get preboarding on Southwest Airlines with wheelchair assistance?
Speak to a Customer Service Agent at the ticket or departure gate counter and state that you need preboarding due to a disability requiring specific seating, boarding assistance, or device stowage.
How to get assistance at connecting airports with Southwest?
When you request wheelchair assistance for your initial flight, be sure to inform the agent that you will also need assistance at any connecting airports on your itinerary.
How to prepare my wheelchair for airport security screening?
Inform the TSA officer if you cannot walk or stand unassisted. Your wheelchair, including seat cushions and non-removable pouches, will undergo X-ray screening or hand inspection.
How to get help with my luggage if I need wheelchair assistance?
Southwest Airlines staff at the airport (curbside, ticket counter, or gate) can provide assistance with your checked and carry-on baggage upon request.
How to handle a delayed or damaged wheelchair after a flight?
Report any delayed or damaged wheelchair or mobility aid immediately to a Southwest Employee at the airport, and also contact Southwest Customer Service to document the issue and seek resolution.
How to determine if I qualify for preboarding or just extra time to board?
Preboarding is for those who need a specific seat for a disability, assistance boarding, or need to stow an assistive device. If you just need a little extra time to board or be seated, you can board between the "A" and "B" groups. A Customer Service Agent at the gate can help determine the appropriate option for you.
