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PlacePass Customer Service


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Frequently Asked Questions

What is PlacePass?

Southwest Airlines® has partnered with PlacePass to bring you thousands of tours and activities globally. Whether you are looking for sumo wrestling classes in Tokyo, skip-the-line tickets at the Eiffel Tower, or a custom wine tour in Cape Town, we have options for every traveler.

Am I booking directly with Southwest®?

Southwest® has partnered with a third-party company (PlacePass) that specializes in finding thousands of tours and activities globally.

Who provides the experiences listed on PlacePass?

We work with a select group of tour and activity partners to bring you the best things to do in any destination. These partners are carefully chosen for their value, quality, and track record of delivering great experiences. We are proud of the breadth and caliber of the experiences available, and are confident you will find something to love.

How do I know these are quality experiences?

We work with the world’s leading tour and activity companies to bring you the experiences featured on PlacePass. Feel free to check out reviews and star ratings to see what other travelers have thought of the experiences, and you are always welcome to contact us if you have specific questions about a tour or activity.

Who can I contact with general questions about experiences on

For all general questions, cancellations or modifications please contact the PlacePass team at 617-665-5342.

Does require Membership?

No Membership is required to search and book through A Southwest Airlines Rapid Rewards® number is required to be eligible to earn points on purchases.

Is PlacePass available in other languages?

Right now, PlacePass is only available in English.

Do you have tours available in languages other than English?

Many of the experiences featured on PlacePass are available in multiple languages. Please check the inclusions and exclusions section of the product detail page before booking. If no language option is specified, you can assume the tour will be in English.

How can I contact the activity organizer or tour operator?

Please refer to your voucher, which will have contact details for the activity organizer or tour operator.

How can I contact PlacePass?

You can find several ways to reach us on the Contact page, either via phone (617-665-5342) or email ( If you have already made a booking with us, please have your booking email and confirmation number handy so we can help you more quickly.

Getting Started
How do I search for activities?

If you have a specific activity in mind, like snorkeling or sumo lessons, just type your query into the activity search bar. You can also use our filters to narrow your results, or sort by price range, duration, rating, and more.

How does the booking process work?

You can book online through and get your tickets via email in three easy steps: 1) Once you find an experience you like, click “View” to be taken over to the product detail page. 2) On the product detail page, use the calendar to select your desired date. Then, choose the specific time or tour option of interest to you, and specify the number of people joining. 3) On the checkout page, enter your contact info, answer a few quick questions (if required by the operator), and enter your payment information. Once your payment is successfully processed, you will see a confirmation page with the details of your purchase. You will also receive an email with a copy of your receipt and a link to your voucher, if applicable.

When do I pay?

To secure your reservation, payment in full is required at the time of booking.

What credit cards do you accept?

We accept a variety of payment methods including Visa, MasterCard, and American Express.

How do I know my credit card information is safe?

Your security is very important to us. Any page that requires personal information or payment details is secured via an encrypted solution.

Can I use a Southwest Airlines® gift card to apply payment?

At this time you cannot use a Southwest Airlines® gift card to purchase through PlacePass.

How do I get my voucher?

Once your booking is confirmed, you will receive an email with details of your experience and how to redeem, including a link to any applicable voucher and contact information of the experience provider. You will typically receive your voucher within an hour of booking, but certain activities may take up to 48 hours to confirm. Please be sure to add to your Safe Senders list to make sure you can get your email.

Can I book an experience in a different currency?

PlacePass travel experiences are currently available in 30+ currencies. You can change the currency in the drop-down menu at the bottom of the site.

What surcharges will I have to pay?

Your final purchase price may include surcharges. Often, surcharges are taxes and fees imposed by the U.S. or foreign government regulations.

Can I use more than one credit card to apply payment?

No, only one credit card is accepted per purchase.

What if I want to make a group booking?

We would love to help with your group booking. Please submit your request to and our team will follow up with you shortly.

Where do I meet my guide / where does my experience leave from?

Meeting instructions will be displayed at checkout, and will also be provided in your order confirmation and voucher. Many of our experiences allow you to specify a pickup and drop-off location such as your hotel at the time of booking the experience.

What's included in the tour or activity price?

Please review the product details to see what is included in your specific experience. Many of our tours and activities include transportation, entry fees, and sometimes snacks. If something is not specifically listed, it is best to assume it will not be included. Hotel accommodation is not included in your purchase.

Can I add an additional person to my experience after it has been booked?

The ability to add additional people varies by experience and tour provider. The fastest way to add an additional person is to purchase an additional ticket through the website. Alternatively, you may contact us at 617-665-5342.

Can I customize my tour or activity?

We offer thousands of private, fully customizable experiences through PlacePass. These enable you to work directly with the operator to set your itinerary according to your preferences. Please review the product details to determine if your experience is customizable.

How do I schedule my hotel pick-up?

If your tour includes a hotel pick-up and drop-off, you will be able to specify the details at time of booking. You can also follow up directly with the tour operator if your plans change – their contact information will be available on your voucher.

What do I present to the guide or tour operator?

Please present your printed or electronic voucher at the start of your experience. If you are expecting limited internet access, it is best to print ahead of time, or download and save to your mobile device.

What should I wear on my experience?

It depends on your experience. We offer everything from museum tours to snorkeling to hot air balloon rides, so please read the activity description closely to make sure you are dressed appropriately.

What should I bring on my experience?

Please check the activity description or your voucher for suggestions on recommended items. It is always a good idea to have comfortable shoes, a camera, sunscreen, and a reusable water bottle – no matter where you’re headed.

Do I need to provide passport info?

Some experiences do require you to provide passport information for everyone in the party. We will only ask for it if it’s required.

What charges will appear on my credit card statement?

The charge for your PlacePass purchases will appear on your credit card statement as PlacePass. You will be charged at the time of booking for the entire cost of your purchase.

What if I did not receive an email confirmation or ticket for my booking?

Please try checking your spam or trash folder first. If it is still not there, please give us a call at 617-665-5342.

How do I modify or cancel my reservation after I've made the initial booking?

Please call us at 617-665-5342.

I can't find my guide or tour operator - what should I do?

Please double-check your email confirmation and voucher to make sure you are in the right spot. If you still can’t find your guide, please refer to your voucher, which should include a phone number for your local tour operator.

What if I'm late for my tour?

Please contact the tour operator for instructions. We cannot guarantee space on a later departure, unfortunately. Please always allow plenty of time to reach the tour departure or meeting point, as some of our experiences have cancellation penalties.

What is your cancellation and refund policy?

The cancellation and refund policy varies according to the terms of our partners and tour operators. You can view the cancellation policy for your experience on the product details page.

What happens when the website rejects my credit card?

The website rejects a credit card if you enter the wrong information, enter an invalid credit card, or the credit card has exceeded its limit. If one or more of those situations occurs, an error message appears on the screen. If the card you are currently using is expired or over its limit, try using a different credit card. If you do not receive an email confirmation within 24 hours of purchase or if you continue to have problems, contact us at 617-665-5342.

Can a Southwest Airlines Rapid Rewards® Member earn loyalty points for booking an experience?

Yes, a Member can earn Rapid Rewards® Points for booking an experience on The customer must sign-up or already be a Member and add their Member account number at check-out.

How does a Member earn Rapid Rewards® Points through

You must sign-up or already be a Rapid Rewards® Member before check-out on and remember to add your Member account number at check-out. To sign up for Southwest Airlines Rapid Rewards®, please visit Membership is free.

How many loyalty points do Members earn for booking experiences?

Points earning will typically be based on a fixed amount per dollar spent, though point promotions may apply. Members can see how many points will be earned on the product detail and checkout pages of the experience.

I am traveling with multiple people - can we each earn points for the booking?

If a Member is purchasing on behalf of additional people, at least one of the purchases must be reserved for the Member and the Member must pay for all purchases in order to earn Points. Only one Member can earn Points on a single purchase order. Points for a product booked for more than one Rapid Rewards® Programs Member will only be awarded to the Rapid Rewards® Programs Member number entered at time of check-out on

When will my loyalty points appear in my account?

Provided the correct Rapid Rewards&reg number is added upon check-out, points will automatically appear in your Rapid Rewards® account up to eight weeks following the completion of the experience. If for some reason your points do not appear, please call us at 617-665-5342.

Where will I see my loyalty points appear?

Your points will appear in your Rapid Rewards® account.

I put in my loyalty number at checkout, but the points have not appeared in my account.

To ensure points are automatically posted to the correct Rapid Rewards® account, the Member’s account number must be entered correctly at time of check-out on It can take up to eight weeks following completion of your experience for the points to appear in your account. If it’s been more than 8 weeks, please call us at 617-665-5342.

Can Members use points to make a booking?

Currently, you are not able to book an experience using Rapid Rewards® Points on

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