Southwest Airlines Ticketless Travel Online
Frequently Asked Questions and Issues

Answers to important questions about using southwest.com

1. Certificate Authority Root Certificate (CA Root Certificate) Expiration:

Since January 1, 2000, you may have seen a pop-up error screen informing you that your "Certificate Authority Is Expired" (Netscape browsers) or "The Internet site you are trying to view uses a security certificate that was signed by an unknown authority. This page cannot be viewed." (Microsoft Internet Explorer browsers.) This is not a bug in your browser nor is it a problem with the Southwest Airlines web site.

On January 1, 2000, the VeriSign and GTE certificate authority root certificates (CA root certificates) expired in some older versions of Internet browsers. All Internet browsers include a series of CA root certificates issued by various companies, including VeriSign, Thawte, GTE, and AT&T. The purpose of these CA root certificates is to provide a trusted "third-party" to verify the ownership of Secure Sockets Layer (SSL) certificates issued to web server operators like Southwest Airlines. The function of the CA root certificate is similar to that of a Notary Public who witnesses a signature and provides third-party verification between two parties. Also similar to a notary public's seal, these CA root certificates have an expiration date to ensure the CA root certificate issuer continues to be a valid third-party entity. Newer versions of Internet browsers include the latest CA root certificates available and were not affected on January 1, 2000.

The CA root certificate does not affect the SSL certificate issued to Southwest Airlines and does not affect the encryption security of your Ticketless Travel Online purchase. When an individual Internet user is on the Southwest Airlines web site, the CA root certificate in your browser is used to verify the owner of the SSL certificate (in this case, Southwest Airlines.) This is to provide you with confidence that the company who owns the SSL certificate is the company with whom you are conducting your secure electronic commerce transaction.

Please go to the Certificate Authority Root Certificate Expiration FAQ for more information.

2. Security:

We use the Netscape Secure Commerce Server to protect your credit card information. Secure Sockets Layer (SSL) is the industry standard tool that encrypts information and keeps the data private and confidential between your machine and Southwest Airlines. This technology makes it safe to transmit your credit card number over the Internet.

The Netscape Secure Commerce Server works with most web browsers. (Please see the information on recommended browsers.)

Two ways to verify your credit card information is being protected while purchasing on the Internet:

1. Look for an unbroken key  or a closed lock    in the lower left corner of your browser screen (lower right with Microsoft's Internet Explorer) versus a broken key    or an open padlock. 
AOL users will not see the padlock on their browser; instead AOL will bring up a security alert with the information "Encrypted data with valid server authentication." This alert comes up the first time you enter the payment screen of Ticketless Travel Online, provided the user has not turned off this alert feature on the AOL preferences page.

2. Look at the address line (i.e. http://www.southwest.com) at the top of the browser screen change from "http" to "https" as you access the secure page.

If you get an error message on the itinerary screen (where the phrase "I accept these restrictions and want to purchase this travel" is displayed next to a Continue button), it may be because you are being blocked by a firewall. Ask your system administrator to reconfigure the firewall to open port 443, which is the port used for secure HTTP.

3. How do I make changes to my reservation after I purchase travel online?

Note: The itinerary of a reservation that was initially created through southwest.com, which has not been changed, or changed online by only the traveling Customer(s) listed in the reservation, may be changed online through southwest.com. For changes to all other reservations, or if you need help with your reservation after purchasing travel on southwest.com, please call Southwest Reservations at 1-800-IFLYSWA® (1-800-435-9792) with your confirmation number and passenger name. One of our Reservations Sales Agents will be able to assist you with any changes you need to make to your travel arrangements. If you do not have access to your confirmation number, please supply the Reservations Sales Agent with the last four digits of the credit card used to purchase the reservation, the flight number or departure time of the first flight in your trip, the date of travel, and the last name of the passenger.

4. How do I know when my online reservation is complete?

Your reservation is complete when the confirmation number is displayed at the top of the screen after your click on the I Want To Purchase This Travel button in Ticketless Travel Online. You must click on the I Want To Purchase This Travel button to complete your reservation.

5. I cannot go beyond the Ticketless Travel Online itinerary screen (where the phrase I accept these restrictions and want to purchase this travel is displayed next to a Continue button). Why not?

Your web browser may not be capable of Secured Socket Layer (SSL) encryption, which is used to ensure the security of your payment information. We recommend you use a web browser equivalent to Firefox 1.5+, Microsoft Internet Explorer 6.0+, Opera 9.0+, or Safari 2+.

If you are accessing the Internet from work and your employer has a firewall in place, you may not be able to make online reservations. In this case, an error is displayed that says the server cannot be found. To resolve this problem, verify with your systems department or Internet Service Provider that port 443 is open to accept encrypted sessions.

For technical help with America Online (AOL), call 1-800-827-3338. For Netscape, call 1-800-411-0707. Refer to the Microsoft technical support web site for information on receiving technical support for Microsoft Internet Explorer.

6. What type of web browser should I use to purchase Ticketless Travel online?

To view southwest.com and purchase travel online, we recommend you use a web browser equivalent to Firefox 1.5, Microsoft Internet Explorer 6.0, Opera 9.0, or Safari 2. The browser you use must support Secure Sockets Layer (SSL) encryption, and JavaScript. Disabling any of these features or using older non-compatible browsers may reduce site functionality.

To determine which browser you are running, click on Help at the top of the browser and select the About menu item that describes your browser.

Please note that any "Beta" or "Preview" version of a browser may not properly work with these pages.

7. Corporate access limitations:

If you are accessing the Southwest Airlines web site from your corporate LAN and you get an error message on the itinerary screen (where the phrase "I accept these restrictions and want to purchase this travel" is displayed next to a Continue button), it may be because you are being blocked by a firewall. Although the error message may read that Netscape is unable to find the web server, it is most likely because your corporation has a firewall which is preventing encrypted traffic from flowing from the Southwest Airlines web site back to you. Ask your system administrator to reconfigure the firewall to open port 443, which is the port used for secure HTTP.

8. Where is the confirmation number displayed in Ticketless Travel Online? Can I look up the confirmation number after I complete my online reservation?

The confirmation number for a reservation is displayed on the itinerary and confirmation screen, which is displayed after you click on the I Want To Purchase This Travel button in Ticketless Travel Online. The confirmation number is also displayed on the receipt that can be mailed to U.S. Customers. If a fax confirmation and receipt was specified, the confirmation number is also listed on the faxed receipt. If an e-mail itinerary/receipt is requested, the confirmation number is displayed on that as well.

You cannot look up your confirmation number online once you leave Ticketless Travel Online and close your browser. Please make note of your confirmation number when it is displayed on the itinerary and confirmation screen in Ticketless Travel Online.

If you need help with your reservation after purchasing travel on the Southwest Airlines web site, please call Southwest Reservations at 1-800-IFLYSWA® (1-800-435-9792) with your confirmation number. One of our Reservations Sales Agents will be able to assist you with any changes you need to make to your travel arrangements. If you do not have access to your confirmation number, please supply the Reservations Sales Agent with the last four digits of the credit card used to purchase the reservation and flight number of a flight in your trip, the date of travel, and the last name of the passenger.

9. Why do I get the message that my pricing is no longer available?

In Ticketless Travel Online, you select the flights to purchase by clicking on radio buttons in the fare grids and then clicking on the Display Pricing button to continue. Once you click on the Display Pricing button, you have 30 minutes to complete your reservation. If you wait longer than 30 minutes, an error is displayed.

If you receive this error, click on the Back button in your web browser to return to the screen where you clicked on the radio buttons to select the flights to purchase. Verify that your flights are selected on this screen and proceed with your reservation.

10. I cannot find Youth, Child, Government, or Military fares in Ticketless Travel Online. Why not?

Passenger specific fares such as Youth, Child, Government, and Military fares cannot be purchased through the Southwest Airlines web site. To make reservations for passenger specific fares, call Southwest Airlines at 1-800-IFLYSWA® (1-800-435-9792).

11. I cannot get a screen to load completely. Why not?

Your web browser cache may need to be cleared. Refer to your web browser's documentation on how to clear the cache.

12. What are the acceptable forms of payment that can be used online?

The acceptable forms of payment for Ticketless Travel Online are southwestgiftcards^®, Southwest LUV Vouchers, unused Ticketless Travel funds, and the following credit cards: American Express, MasterCard, Visa, Diners Club, Discover Card/NOVUS, and UATP.

If you are holding other forms of Southwest Airlines travel credit (e.g., paper travel voucher, paper gift certificate, unused paper ticket, discount coupon), please contact Southwest Reservations at 1-800-IFLYSWA® (1-800-435-9792) for information on how to use those payment options.

13. What is the minimum time required between purchase and departure?

Currently, you must book your flight on Southwest Airlines at least one hour before scheduled flight time.

14. I cannot type numbers on the screen where I enter payment information in Ticketless Travel Online. What causes this and how can I fix the problem?

Your [Num Lock] key may not be activated. Either use the standard number keys that appear above the letter keys on your keyboard or press the [Num Lock] key on your keyboard and type the numbers using the number keypad on your keyboard.

15. Where do I enter my Rapid Rewards number when I make online reservations?

The Rapid Rewards Membership Number field is located on the Purchase page, under Passenger Information. Entering the Rapid Rewards membership number is optional. Travel credit is issued when the Rapid Rewards Customer checks in for his/her flight and upon completion of the flight.

16. How do I view roundtrip flights and fares in Ticketless Travel Online?

Be sure to select a city in the Depart, Arrive, and Return boxes to see outbound flights and return flights in Ticketless Travel Online. If you do not select a city in the Return box, return flights and fares will not be displayed in Ticketless Travel Online.

17. How do I find out about Southwest Airlines Click 'n Save^® Internet Specials?

Southwest Airlines Click 'n Save Internet Specials are always announced on the Southwest Airlines web site. When we are running a special that is only available on the Internet, we will display this information on the special offers page.  You can access this information by clicking on the Special Offers link on the main page navigation bar. To read details about the Internet Specials, click on the corresponding link on the Special Offers page. 

18. When I reserve Ticketless Travel through the Southwest Airlines web site, can I hold the reservation for 24 hours before paying for the travel?

No. If you wish to reserve a seat through Ticketless Travel Online, you must pay for it (by specifying your payment information and then clicking on the I Want To Purchase This Travel button) before you leave Ticketless Travel Online. If you leave Ticketless Travel Online without purchasing the travel, the flight may not be available the next time you visit Ticketless Travel Online.

19. How far in advance may I purchase Southwest Airlines travel?

You may now purchase Southwest Airlines travel through August 13, 2010. On March 23, we will open our schedule for sale through October 30, 2010.

20. Where does Southwest Airlines fly?

While we fly coast to coast, service between some cities/airports is not offered. Check your flight schedule for published service.