Customer care

Why Southwest Vacations?  

What is Southwest Vacations? 

Southwest Vacations offers fun-filled vacation packages that have it all: air, hotel, car, and activities. Specifically, Southwest Airlines provides flights, and contracts with Apple Leisure Group (ALG) to manage and facilitate reservations, ticketing, hotel accommodations, car rentals, and airport transfers. How great is that?

What types of vacation packages can I purchase? 

Whether you want to book a full package—a flight, hotel, and/or car rental—or just wanna book activities, you’ve got the freedom to customize your package. 

Choices include: 

• Length of stay
• Number of travelers
• Hotel preferences
• Points of interest
• Add-ons like car rentals, theme park tickets, and activities that haven't yet been added to your booking.

You can also shop our top vacation deals, such as all-inclusive resorts, last-minute travel, promo codes, and more!  

How do I book? 

How can I customize my search and filters to find the best vacation package?  

When you’re searching for your vacation, first select what kind of package you want:

• Flight + hotel
• Flight + car
• Activities

Next, enter:

• Your From and To airports
• Dates of travel
• Number of adults
• Number of rooms (if applicable)

Clicking on More options will allow you to change your vacation type depending on your needs—Multiple destinations (for example, island hopping in Hawaii) or different package types if you just need a flight and car rental.

Once the information is entered, click Search to view your listings. 

Did someone say filtering options? You’ve got ‘em. They’ll be displayed on the left.

Hotels can be filtered by:

• Name
• Price
• Class
• Amenities
• Experiences 
• Points of interest 

Flights can be filtered by:

• Price
• Departure times
• Number of stops 

Rental cars can be filtered by:

• Price
• Company
• Type
• Class

Activities can be filtered by:

• Name
• Category of activity  

How do I book a flight only? 

Southwest Vacations only offers bundled packages combining flight + hotel and/or rental car. To book flights only, please visit www.southwest.com.  

How do I book a one-way flight? 

Southwest Vacations offers round-trip air fare only. One-way flights are available for purchase on www.southwest.com.

How do I book more than one room for a vacation?

You may book up to four rooms and up to eight travelers per reservation.

Here’s how it works:

• Select the Multiple rooms link on any of the search tools.
• Select the Number of desired rooms from the dropdown menu.
• For each room, specify the number of adults and children who will be occupying that room, as well as the age of each child.

The hotel I want isn’t 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.  

Where can I find more information about your fares? 

Check out our low fares here.  

Southwest Airlines Rapid Rewards®

What is Rapid Rewards? 

It’s Southwest Airlines’ award-winning loyalty program. Visit Rapid Rewards Program to find out just how awesome it is.

How do I sign up for Rapid Rewards? 

Enroll in Rapid Rewards® here or follow the link at the top of the Traveler information page at the end of your booking. 

When will I receive my Rapid Rewards Points for booking a Southwest Vacations package? 

Rapid Rewards Members will receive points for each Southwest Vacations package that’s booked. For each booking, points will be distributed once your vacation has ended.  

Can I use Rapid Rewards points to book a Southwest Vacations package? 

Although Rapid Rewards points can be earned by travelling on a Southwest Vacations package, unfortunately, points can’t be used to purchase a package.  

I forgot to add my Rapid Rewards number on my past vacation. Can I still I receive points? 

Good news! Rapid Rewards Points can be requested for past travel up to 12 months after completing the vacation for past domestic travel.

Here’s how it works:

• For past domestic travel:
  • Log into your Rapid Rewards account.
  • Choose the Add past flight points Provide the Southwest Airlines confirmation number from your original reservation.
  • After verification of flight information (approximately three to five days), points will be deposited into your account. Woot!
  • For past international travel:
  • Send an e-mail to customerservice@southwestvacations.com. Provide the original reservation number, as well as the names and Rapid Rewards numbers of all Passengers on the reservation (as applicable). We verify your flight information (approximately seven to 10 days), points will be deposited into your account. 

Special service requests and/or accessible travel assistance 

What kinds of accessibility and/or special service requests can I add to my package? 

Accessibility and/or special service requests can be added on the Checkout/Billing information page at step 3 of 3 for:

• Hotel
• Flight
• Car rental
• Extras (ex. Transfers, excursions, spa, etc.) Requests are subject to supplier availability and aren’t guaranteed.

Additional fees may apply at the time of service.  

For additional assistance with accessibility and/or special service requests, after you have completed your booking, please contact the Southwest Vacations Customer care center at 1-800-243-8372.

EarlyBird Check-In  

What are the benefits of EarlyBird Check-In? 

All the good things about EarlyBird Check-In are right here. 

How do I purchase EarlyBird Check-In on a vacation package? 

Simple. Select EarlyBird Check-In during checkout. Or, if you’ve already booked your vacation package, you may purchase EarlyBird Check-In (subject to availability) by managing your reservation up to 36 hours prior to your flight’s scheduled local departure time here.   You’ll  need your airline confirmation number located on your itinerary and e-travel documents in the fight details section.  Link to - Early Bird Check In | Southwest Airlines

Payment  

What forms of payment are accepted for booking a vacation package? 

We accept Visa, MasterCard, Discover® Network, American Express, China Union Pay, JCB, Southwest Vacations Travel Credits, Southwest Flight Credits, or Southwest Vacations Service, and Promotion Cards. 

When completing Payment information, click the dropdown button under Payment type to select your desired form of payment. 

If you’re using Southwest Flight Credits, they must be applied at time of booking.

Can I pay for the vacation package using multiple payment methods? 

Absolutely! You can select up to 10 different forms of payment to book your vacation package by selecting a number from 1-10 in the Number of payment types dropdown button under the Payment information section.  

How do I apply a promo code to my package?  

There are two ways to apply a promo code to your package:

• You can apply a promo code by clicking on More options on the top right of your search.
• You can apply a promo code on the bottom of the Review your trip page during checkout.  

Southwest vacations travel credits 

How do I check my Southwest Vacations Travel Credit balance? 

Easy. Just check your Southwest Vacations package travel credit balance. 

How do I pay with my Southwest Vacations Travel Credit? 

At checkout, select Travel credit as the payment method. Then enter your original Southwest Vacations reservation number to apply your Southwest Vacations Travel Credits to your new reservation. 

What are the Southwest Vacations Travel Credit details, restrictions and booking policies? 

Southwest Vacations Travel Credits*:  

• Are valid for travel that begins 12 months from date of issue of the Southwest Vacations Travel Credit.
• Are non-refundable, non-transferable, not redeemable for cash, and travel must be completed bythe Southwest Vacations Travel Credit expiration date provided when your ticket was issued. Any unused funds will expire on this date. 
• Will be issued in the names of each passenger on the original reservation.

*Southwest Vacations Travel Credits are provided for canceled bookings, excluding air cost. The air portion of your package will be provided as a Southwest Flight Credit or a refund in the form of the original payment depending on the fare you booked with Southwest Airlines. 

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

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 Southwest Vacations Travel Credit will be refunded as a Southwest Vacations Travel Credit.*  

*Southwest Vacations Travel Credits are provided for all bookings excluding the cost of air. The air portion of your package will be provided as a Southwest Flight Credit. 

For more information, go to Travel Protection. 

How many Southwest Vacations Travel Credits can be used on a new reservation? 

You can use Southwest Vacations Travel Credits for up to two reservations in one transaction. 

If I use my Southwest Vacations Travel Credit on a new reservation and have to cancel the new reservation, what happens to my Southwest Vacations Travel Credit? 

You’ll find your Southwest Vacations Travel Credit in your new canceled reservation. 

Can I give my Southwest Vacations Travel Credits to someone else to use? 

No. Southwest Vacations Travel Credits are non-transferable. But our low fares make it easy to get away.

What is the expiration date for Southwest Vacations Travel Credits? 

Travel must be completed by the Southwest Vacations Travel Credit expiration date provided when your ticket was issued. Any unused funds will expire on this date. 

If my Southwest Vacations Travel Credit doesn’t cover the full cost of my new trip, how do I pay the balance? 

Add your Southwest Vacations Travel Credit as your first form of payment, then select Additional forms of payment to take care of the remaining balance. 

If my Southwest Vacations Travel Credit has a remaining balance after I purchase a new vacation, can I redeem the balance for a future trip? 

Yes, you can use the remaining Southwest Vacations Travel Credits on a future trip! However, the same Southwest Vacations Travel Credit rules and expiration dates apply.

Can I use my Southwest Vacations Travel Credits along with the Flex Pay  payment option? 

Unfortunately, no. 

Southwest Airlines flight credits  

How do I check my Southwest Flight Credits balance?  

Check Southwest Flight Credits here. 

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. However, these credits must be applied at the time of initial booking by selecting Southwest travel funds as your payment type.  

Flex Pay

How do I apply for a loan through Flex Pay? 

• Shop for your travel dates and details like you normally would. When you’re ready to check out, simply select Flex Pay 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 S. resident, your Social Security number. If you’re approved, you'll be able to complete the checkout process.

How is my loan offer determined? 

Flex Pay looks at a number of factors, including your credit information, purchase details, and more. 

How do I make payments? 

Make a payment anytime by visiting pay.flexpay.com and clicking on the Loans tab. From there, click the Make a payment button. We recommend that you enable AutoPay before time of purchase so that your payments are automatically deducted each month. To enable AutoPay, visit pay.flexpay.com, click on the Accounts page, and set the AutoPay toggle to ON. You can also change the form of payment on file with Flex Pay anytime by visiting pay.flexpay.com. 

Can I travel before paying off my trip? 

Yes! You 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. Sweet, right?

Booking confirmation 

How do I know my reservation is confirmed?

After you click Complete booking,  your reservation is confirmed if a confirmation number appears at the top of your screen. But hang tight, it may take several minutes for the reservation confirmation screen to appear. While processing, don’t stop the transaction or hit the Back button, as that may result in multiple charges on your credit card. Know that once your reservation is completely processed, you’ll automatically receive an email.  

I didn’t receive my reservation confirmation. How can I get a copy of my reservation confirmation or itinerary? 

When you confirm an online reservation, we automatically send you an email confirmation to the email address you entered during the checkout process. If you didn’t receive that email, or if you want another copy of your itinerary, you may retrieve your reservation online by logging into your Southwest Vacations account. If you need more help, contact the Southwest Vacations Customer care center at 1-800-243-8372 or at customerservice@southwestvacations.com and provide your reservation number.  

Booking errors  

I was in the middle of confirming a reservation when my computer froze. What should I do now? 

Don’t panic. Even if the reservation confirmation screen didn’t appear before you were disconnected, the system may have already completed your reservation. Please contact the Southwest Vacations Customer care center at 1-800-243-8372 to verify whether the reservation transaction was completed.

How do I report errors? 

The fastest way to report an error or a problem is to email customerservice@southwestvacations.com. You can also contact the Southwest Vacations Customer care center at 1-800-243-8372. When reporting an error, include the error message you received and the reservation information. 

Add or change my booking  

How do I make changes to my vacation package reservation? 

Here’s the deal:

• Changes cannot be made less than one day prior to departure. Changes will be subject to the current price and any applicable hotel or other supplier charges. Read the Southwest Vacations terms and conditions for information on our change policies.
• To make changes to your reservation, please email Southwest Vacations at customerservice@southwestvacations.com or call Southwest Vacations Customer care center at 1-800-243-8372 during regular operating hours.  

How do I add show tickets and other activities to my vacation package?

If you’ve already booked your vacation package, simply call Southwest Vacations Customer care at 1-800-243-8372. 

Is there a change fee?

• Not for the air portion of your vacation package. Southwest Vacations doesn’t charge any change or cancellation fees for the air portion of your vacation package. We’ll apply the value of the air portion of your reservation to the new flight on the changed reservation. Redemption information will be provided at the time of change/cancellation.
• Once booked, any changes or cancellations to the hotel, rental car, or extras on an existing reservation are subject to supplier penalties up to the full price of the component. You may be able to avoid supplier penalties by purchasing the Southwest Vacations Travel Protection option. Certain activity suppliers only allow a refund if you let them know you’re going to cancel. To ask about a refund, contact the supplier for more details. Many hotel reservations are nonrefundable and nontransferable, and you may be charged 100% cancellation/change penalties. For all information and options to change or cancel your package, please call the Southwest Vacations Customer care center at 1-800-243-8372.

Cancel booking  

I need to cancel my vacation package. What should I do?

• You may cancel your vacation online or by calling the Southwest Vacations Customer care center. To cancel online, access your booked reservation by visiting the retrieve a reservation Follow the instructions to cancel your reservation.
• By cancelling a reservation, your eligibility for a refund is limited. So be sure to read the terms and conditions to learn about our cancellation policies. After you cancel your reservation, you must submit a refund request form. If you cancel online, you’ll have access to an online refund request form after your cancellation has been confirmed. For further assistance with canceling a reservation, email Southwest Vacations at customerservice@southwestvacations.com.

Is there a cancellation fee?

• Not for the air portion of your vacation package. Southwest Vacations doesn’t charge any change or cancellation fees for the air portion of your vacation package. Details about how to recover your fee will be provided at time of change/cancellation. Once booked, any changes or cancellations to the hotel, rental car, or activities on an existing reservation are subject to supplier penalties up to the full component price.
• You may be able to avoid supplier penalties by purchasing the Southwest Vacations Travel Protection option. Certain suppliers only allow a refund if you let them know you’re going to cancel. Contact the supplier for more details. Many hotel reservations are nonrefundable and nontransferable, and you may be charged 100% cancellation/change penalties. For all information and options to change or cancel your package, please call the Southwest Vacations Customer care center at 1-800-243-8372. 

Pre-flight information – day of travel  

Southwest Vacations follows all Southwest Airlines flights and day of travel processes.   

Travel documents  

What information do I need to include when buying my ticket?

Proof of Citizenship – your driver’s license and/or passport. Please check them carefully to make sure that all the information is correct and matches the information you entered for your ticket(s).

When will I receive my travel documents and what’s included with them?

After full payment is received for your booked vacation package, your e-travel documents will be sent electronically to the email address provided for the first Passenger on the record within 48 hours. Your e-travel documents will include your airline and hotel confirmation numbers, along with your itinerary. If you purchased extras that require a voucher, those will also be included on your e-travel documents and can be printed and presented to each supplier. 

There’s an error in my Passenger information. What should I do?

If you discover an error, please immediately contact your travel advisor or Southwest Vacations at 1-800-243-8372.   

International Travel Rules – link to International Flight Information | Southwest Airlines 

Baggage – link to Baggage Information | Southwest Airlines 

Special Assistance – link to Accessible Travel Assistance | Southwest Airlines 

Flying with Children – link to Flying with Children | Southwest Airlines 

Flying with Pets – link to Flying with Pets | Southwest Airlines 

Airport transfers 

What happens if my flight is delayed?

If your flight is delayed, the airport transfer will be notified of your flight status. Don’t worry—the shuttle will still wait for your arrival. 

What happens if my flight is canceled?

If your flight is canceled, the airport transfer vehicle will be notified of your flight status. If the cancellation meets the refund requirements, a refund will be issued. For additional questions, please review the terms and conditions. 

How do I find my transfer?

After you’ve booked your vacation package, transfer details will be sent in an email to let you know when and where you’ll be picked up.  If you want more help, reach out to the transfer supplier using the contact information included in your booking email. 

What paperwork do I need for my transfer vehicle?

After you've booked your vacation package, details of your airport transfer vehicle will be sent in an email.  If you need more details, get in touch with your transfer company with the contact information included in your email. 

Hotel  

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 isn’t displayed, please call Southwest Vacations Customer care center at 1-800-243-8372.

What are resort fees and are they included in my vacation package?

Resort fees are fees charged by your hotel and are not included in your vacation package. Not all the hotels that partner with Southwest Vacations will have resort fees, so please refer to your hotel for more information and how to pay any resort fees. 

What do I need to check-in to my hotel?

You’ll need your government-issued photo ID, such as your driver’s license or passport, and your hotel confirmation number. Your hotel confirmation number can be found in your e-travel documents emailed to you after you made your booking.  

What happens if I miss my check-in time?

Not to worry! Your e-travel documents will include your hotel ’s contact information. Contact them directly if you need more information. 

Can I add a room to my hotel after my trip has already been booked?

Changes to your vacation can’t  be made after your travel has begun. However, you may contact your hotel  for more information. Pre-departure modifications can be made by calling Southwest Vacations Customer care center at 1-800-243-8372.

How do I know if the hotel has completed my special service request?

Your e-travel documents will include your hotel ’s contact information. If you need extra assistance, please get in touch with your hotel, or call Southwest Vacations Customer care center at 1-800-243-8372.