Pros:extremely helpful and understanding staff, policies flexible to accomodate special needs travel
Cons:crew at check in were a bit confused about policy
The Bottom Line: very nice staff who went the extra mile with a smile to make traveling with a special needs child easier
As a parent of a child with a disability, we find the level of customer service is often put to the test as we try to find ways to make things others take for granted possible for our family. Air travel is one of those things that can go smoothly with a professional staff or horribly wrong with people who are not trained to give all passengers with respect without regard to differences of disabilities.
We have traveled on several airlines and found Southwest's policies to be very helpful and accomodating. Because of our son's disability getting him to the gate with just one person it often difficult. Some airlines have issues with allowing someone to go to the gate who is not flying but Southwest has always been more than happy to offer this service.
Beyond being able to have an extra adult at the airport tp help get the little guy to the gate and stay calm enough to get on the flight, the gate staff have always been quick to accomodate our needs to pre-board. In order to pre-board I did have to ask the counter person at the gate for a special sleeve for our boarding passes, which added an extra step for us since we had already checked in outside of security. I am not sure why they could not give the special sleeve to us upon check in, but we were told that could only occur at the gate.
The ability to pre-board gave us enough time to get settled into our seats and get the car seat installed before getting mixed up into the flood of regular boarding. The flight crew was also very helpful when it came to getting off the plane.
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