If you are flying with a service animal I would not recommend flying with Southwest. They are extremely disrespectful and insensitive to people with disabilities.
My emotional support animal and I were taking a trip to California to visit my family. I contacted Southwest a week before my trip to let them know I have my animal with me and to question what is needed. I was told nothing was needed and to just let the check in counter know. I even confirmed with rep over the phone. I arrived at the airport with my pup in hand. There were people to my right and left and behind me. It was very busy at that counter. As I was instructed by the customer service reps over the phone I let the agents at the ticket counter know that my dog is an emotional support animal. I did have my id card for her in my wallet so i handed that to the agent. He began to discuss with his partner. He turns his attention back to me and in a loud voice where everyone can hear he says "this is JUST an emotional support animal, you need a doctors note" He repeated himself 2 times. I noticed people were starting to pay more attention to the conversation. I let him know that I did spoke to the 800 number and they told me I didnt need anything. He calls his supervisor who AGAIN in front of people repeated what the agent said. I was MORTIFIED! I was confused as to why I was told something different. My anxiety began and I felt a panic right away. I just wanted out of there! I paid the pet fee for both ways! $190 to be misinformed. I have never had such a horrible experience traveling.
I contacted the customer care. I told them to announce someones disability is not okay. That should be kept discreet. and the treatment I rececived was HORRIBLE. I was offered a $100 voucher and still have not been refunded my pet fees even after i submitted my doctors note. Southwest, SHAME ON YOU for treating me or anyone who has a disability this way. UNACCEPTABLE!