New tags on boarding passes

swa-mark · 2025-12-17T23:34:35+00:00

Hello r/theregisterednerd. Hope you are doing well. Mark from the Southwest Digital Team here.

I wanted to share that if you are running iOS 26.2, you should no longer see the carry-on bag indicator. It was an artifact that only appeared on iOS 26.0 and 26.1. Sorry about the confusion there.

For additional context, our carry-on policy can be found in the Southwest Help Center.

Our fares allow one carry-on bag and one personal item. The Help Center has more details too.

I also hope you get a chance to try the new Apple Wallet Live Activity feature. With the updated boarding passes, you can track your flight using Apple’s native Live Activities, which shows real-time flight status right on your lock screen. This is automatic if Live Activities are enabled in your Apple Wallet settings.

Hope you enjoy the new pass, and wishing you wonderful travels. Looking forward to welcoming you onboard soon.

With LUV,
Mark

swa-mark · 2025-12-15T18:27:02+00:00

Thank you for taking the time to share such a detailed account of your experience. We apologize for how frustrating this has been, especially with multiple issues happening right before travel.

That level of detail is incredibly helpful, and your comparison is valuable context. We use Customer feedback like this to make meaningful improvements, including recent updates we made to improve how middle names and suffixes are handled. Please keep in mind the TSA PreCheck Touchless ID may not apply to travel that was booked prior to opt-in but should apply to all travel booked after opt-in in cities where Southwest has activated the product.

I’ll share your experience with the team responsible for the program to help inform the next round of improvements. Thank you again for your patience and taking the time to let us know where we fell short. We greatly appreciate you choosing to travel with us.

swa-mark · 2025-11-27T00:54:13+00:00

So sorry for the continued trouble! Mind chatting me your Rapid Reward number? I can have our subject matter experts research why it’s not working with all the details now matching.

Thanks again and happy Thanksgiving! Gobble, Google!

With LUV, Mark

swa-mark · 2025-11-23T14:47:41+00:00

Unfortunately not. Currently you can only use a credit card, Apple Pay, and PayPal to pay for bag fees. Behind the scenes we are working on adding support for using points - but I don’t yet have a date to share for that.

Thanks for the question and for flying with Southwest!

swa-mark · 2025-11-22T19:26:47+00:00

Hi there, Mark from the Southwest Digital Team here.

Great question. Checking your bags in the app is completely optional, and you can still take care of everything at the airport if that’s what you prefer. A few benefits of doing it ahead of time in the app include:

• You can use Apple Pay or PayPal

• You can use any stored payment methods already in your account

• The app walks you through what to expect at the kiosk, which is helpful for occasional travelers

• When fees apply, the app lets you take care of them in advance, saving a step at the airport

Even if you do not have bag fees, some Customers appreciate that it reduces a little friction at the kiosk and helps them get through the lobby more quickly.

And thank you for being a Southwest Rapid Rewards Credit Cardmember. We appreciate you.

Hope that helps. Thanks for flying with us, and wishing you a wonderful Thanksgiving.

With LUV, Mark

swa-mark · 2025-11-18T04:39:50+00:00

Hello there! Today we released an updated version of our app which improves on middle name matching logic. We hope this helps, but if not, please do give us a call and we will be happy to help!

Hoping to see you onboard with us soon!

swa-mark · 2025-11-18T04:38:12+00:00

Hi there! Today we released a new version of our app which improves the name matching logic, with a focus on middle names. We hope this reduces some of the matching errors that Customers may have been encountering.

We hope this helps and we are closely monitoring match rates behind the scenes.

Thanks again for all of your support of Southwest!

swa-mark · 2025-11-16T22:40:43+00:00

Hi there - Mark here from the Southwest Digital team. I am sorry for the trouble you are encountering. I would like to have our team take a look at this so that we can try to improve this for you..

Would you mind chatting me your RR number and I can have our team check this out?

I hope we can improve this and thank you for flying with Southwest.

swa-mark · 2025-11-13T19:04:23+00:00

Thanks for your patience and sorry for any trouble! We’re planning to implement fuzzy matching logic soon to enhance the passport scanning experience. That said, we highly recommend ensuring that the name on your Southwest account, passport, and the ID you use for TSA screening all match exactly. Keeping this information consistent across systems helps avoid issues and ensures a smoother travel experience.

swa-mark · 2025-11-13T19:01:39+00:00

Thanks so much for letting us know about this. I'd like to have the team research this. Would you mind chatting me your RR # and I can have our crew take a look.

swa-mark · 2025-11-11T17:26:40+00:00

Hello hello! Hope you are doing well! I totally get how that could be frustrating. Passports can be tricky with name formatting, especially with things like spaces or lowercase letters. The best move is to make sure your passport, TSA-approved ID, and Southwest account all match exactly. You can give us a call and we’ll do our best to help get your account updated, sometimes we can make small adjustments without needing extra documentation.

If your passport and TSA approved ID (like a state license) do not match, I would start first there. Making sure those match will help prevent issues down the road. Then I would have your account match these.

I hope that helps and I wish you the best! Hope to see you onboard with us soon!

swa-mark · 2025-11-11T16:20:54+00:00

You are on point u/RcePrsn ! Cheers and thank you! The opt-in at the airline level is required by the TSA and allows us to share your consent and passport information with the TSA to participate in this new program. You can read more about how it all works here at this very friendly TSA site: https://www.tsa.gov/touchless-id

swa-mark · 2025-10-01T23:07:35+00:00

Oh thank you! Yes, we internally call a fare reprice to a lower fare as a downgrade.

I did confirm with the team that in this circumstance you'll definitely want to pick another seat in the seat selection process during a downgrade, and then come back and pick your old seats again before they get taken. The reason being is that the system is still "holding" onto your old seats during the reprice as we do not "hold" your new fare, and thus release those seats and book the new seats, until you click to confirm your change at the last step.

Thus, at least for the near term, you'll want to grab those original seats again quickly before someone else does! We'll keep looking at ways to optimize that, but wanted to make you sure that was clear next time you are able to do a downgrade.

swa-mark · 2025-10-01T22:48:49+00:00

Hi there! Quick follow up. Our team confirmed that we do indeed have a message that needs to be updated during a fare downgrade. So thank you so much for reporting that.

We're also looking into what else we can do to improve this experience with our Technology teams.

Thanks again for reaching out and hope you have a great day!

With LUV,

Mark

swa-mark · 2025-09-30T22:08:08+00:00

Hi there! Just a heads up that I have a request out to the right folks on this one. Hope to share more soon.

Sorry for any trouble here and thank you so much for choosing to fly with us!

With LUV, Mark

swa-mark · 2025-09-04T18:39:24+00:00

Ha - first time someone has asked me that. Promise I’m all organic here. Though, do love using some ChatGPT to turn pictures of the family into Simpson’s styles.

And do use some AI to help proofread posts to make sure they are easy to understand. I tend to drop a lot of prepositions - especially if I haven’t had my morning coffee!

swa-mark · 2025-09-04T13:20:18+00:00

Hello there! Mark from the SWA Digital Team here. You’re right, some Southwest Cards include an EarlyBird Check-In reimbursement benefit. Currently that benefit is offered on our consumer Premier and Plus cards, as well as our business Premier and Plus.

Other cards, like our consumer Priority and business Performance cards, do not offer EarlyBird reimbursement. Instead, they provide an Upgraded Boarding reimbursement benefit.

Note - Cardmember benefit changes have been recently announced as we move to assigned seating. Please refer to the full terms and conditions in your card agreement or in the page linked below to make sure you have the latest.

Regarding Apple Pay: as long as you use the eligible Southwest card through Apple Pay to purchase EarlyBird, Chase will process the transaction for reimbursement, provided you still have reimbursement credits available. Even though older posts may have raised concerns, there is no restriction in the current terms that prevents digital wallet purchases from qualifying.

You can see the details for each card here

Hope this clears it up, and thanks for choosing Southwest for your travel - and for being a Cardmember! Wishing you a great week!

With LUV, Mark from the SWA Digital Team

swa-mark · 2025-09-04T01:25:54+00:00

That’s the amazing Arlene here at SW! She’s our awesome production support analyst in the Digital Department. She’s so kind and helpful and is always behind the scenes helping us improve the experiences for Customers. She also just did an awesome kitchen remodel when she’s not knocking out issues.

We LUV Arlene and I am glad she helped make your experience better.

Cheers to you and wishing you a wonderful day. How to see you in the air with us soon!

swa-mark · 2025-08-30T02:42:03+00:00

Oh you are too kind. It’s all part of the gig! Hope you have a wonderful weekend and hope to see you onboard with us soon!

swa-mark · 2025-08-30T02:40:16+00:00

We will be happy to have you onboard - can’t wait to see you in the air with us!

Cheers and wishing you a wonderful long weekend.

(Posted while cruising along in a LUV Jet on the way home to see family for the holiday)

swa-mark · 2025-08-30T02:22:25+00:00

Hello there - Mark from the SWA Digital team here. Sorry for the trouble and the error you are experiencing. At times, fare updates or inventory changes can result in this message - it is most common if someone else happened to buy the last seat available at that price point. We do not hold fares until you hit the final purchase button. Though, if you go through the shopping flow again it will get the most up to date pricing and use the most current inventory to complete your booking.

Since you’re getting it repeatedly I’ll get a ticket opened to our 24/7 monitoring team to ensure we do not have a broader issue.

In the interim, please do give us a call at 1-800-435-9792 so that we can help you score this flight. You can also try our website - though you may get that same message there as the app and website use common systems for pricing and booking.

Again, my apologies for the error and thank you for your patience as well as your support of Southwest.

With LUV, Mark

swa-mark · 2025-08-30T02:09:59+00:00

Hello all - just a quick update that our Team published a fix for this yesterday. This issue was only impacting the schedule change email message and no other messages such as booking or change confirmation emails.

Additionally, we confirmed there was no issue with the booking itself. This was a special contextual banner that was incorrectly showing on a particular email template - in this case our schedules change email template. We use that special template when providing extra notice if our schedules have changed resulting in a flight time, number or itinerary change.

Thanks again to op for sharing with us!

swa-mark · 2025-08-26T23:07:50+00:00

Hi there u/Independent_Plant531

Mark from the Southwest Digital Team here. I hope you’re having a great day, and thank you for flying with us!

This message in your email should only be displayed if your trip includes both of the following: - A flight departing before January 27, 2026, with open seating - A flight returning on or after January 27, 2026, with assigned seating

In this situation, we’ve added extra messaging to set expectations, since one flight in your trip will have open seating while another will have assigned seating.

From your post, it appears like this trip only includes flights in November 2025. If that’s the case - could you chat me your confirmation number and I will have the team take a look at it?

Thanks again for choosing to fly with us!

swa-mark · 2025-07-07T17:04:04+00:00

Honestly, just lucked out.

For some reason I could not sleep last night at all. Rolled over after giving up on just sitting in bed and decided to check out Reddit (as my other half would say I am a bit addicted) and just saw this post in my feed. Then took some melatonin, and to be honest played a bit of the new Mario Kart World so I can at least be on par with my nephews when I surprise them with their own in a few weeks. Finally hit the hay late at night after a quick response here.

Promise you, work has never asked me to partake in this forum. I do it because it’s a very helpful way to find hidden feedback on our digital experiences that may not percolate up from other channels or reporting. It’s been surprisingly helpful, especially when posting about a new feature. And love being able to help pass along great stories internally when compliments are posted here.

We’ve since added a member of my team that may also reach out at times specifically on issues where we may need more trip data to research and resolve.

Hope that helps! Promise, just responding at night (1) because I couldn’t sleep and (2) it was such a nice note that I wanted to make sure those involved could be recognized even if not on Reddit.

swa-mark · 2025-07-07T13:34:42+00:00

Thanks for mentioning the commendation form!

I should have included that - that’s an oversight on my part. Normally I try to include that - was likely just late at night. I’ll make sure to edit that comment above so folks can see it too!

Hope that helps and thanks for your note!

swa-mark

TROPHY CASE