Southwest Apologizes After Two Blind Passengers Were Left Behind

Two blind Florida women were left behind on Southwest Flight 2637 after a nearly five-hour delay on August 8, 2025, raising tough questions about Southwest Airlines and its support for disabled travelers.

Most passengers were quietly moved to an earlier Orlando flight at a nearby gate. The two blind women were not told. When boarding finally began, a gate agent reportedly said, “you’re the only two people on this flight because they forgot about you.”

What happened and why it matters

The incident took place at Louis Armstrong New Orleans International Airport. The travelers were booked on Southwest Flight 2637 to Orlando. After hours of delay, most customers were rebooked; the two blind women were not approached, not rebooked, and were left to wait.

Each received a $100 voucher, but Southwest denied their refund request, saying they completed the trip on the original flight number.

This is not just a customer-service lapse. Airlines operating in the United States 🇺🇸 must follow the Air Carrier Access Act (ACAA) and its rules at 14 CFR Part 382. These rules require help for passengers with disabilities, including during delays, gate changes, and rebookings. When that help breaks down, people can miss flights, lose connections, or feel abandoned in crowded, stressful spaces.

Southwest’s position and current policies

Southwest Airlines says the travelers stayed on their original, delayed flight number and received vouchers for the delay. The company’s policy is not to refund if the customer completes travel, even if it’s late.

Southwest also acknowledges that most other passengers were rebooked but has not explained why no one checked on or assisted the two women during the long wait.

Southwest’s Customer Service Plan (effective April 28, 2025) lists ways to request help:
– Website: southwest.com
– Phone: 1(800) I-FLY-SWA [1(800) 435-9792]
– TTY: 1(800) 533-1305
– At the airport: Uniformed Southwest Customer Service Employees

The plan also states that if a carrier-imposed change stops a disabled customer from traveling as planned, the airline will refund the unused fare and any companions on the same booking.

Changes that could affect disabled travelers

Southwest announced several broad changes in 2024–2025 that may affect accessibility and flexibility:
– Fare and seating shifts: As of May 28, 2025, new fare categories began phasing out benefits many travelers counted on, including free checked bags for most fares.
– Assigned seating: For tickets bought after July 29, 2025, assigned seating will start for flights on or after January 27, 2026, replacing open seating. Seat choice and fees will depend on fare type.
– Disability accommodations: Southwest says it will follow the law but has not promised benefits beyond legal requirements. Advocates worry about whether wheelchair users and other disabled travelers will keep access to bulkhead or other preferred seats without extra cost under assigned seating.
– Customer of Size policy: As of spring 2025, customers needing a second seat due to size or disability will be accommodated only if the flight has room; if full, they may be asked to wait for a later flight.

According to analysis by VisaVerge.com, these policy shifts could weaken Southwest’s once-strong image for traveler-friendly service, especially for passengers who need extra help.

How this affects real people

The August incident highlights two core problems:
– Lack of proactive help: During irregular operations, staff must check on people who need assistance, including blind travelers who cannot see gate screens or movement at nearby gates.
– Weak communication: Not telling the two blind women about rebooking options meant they were stranded on the delayed flight while everyone else moved on.

Consequences go beyond inconvenience. Failures like this can lead to:
– Missed medical care
– Trouble with childcare
– Extra hotel costs
– Panic in busy terminals

For disabled immigrants and visitors—people who may be new to U.S. airports, language, or systems—the stress can be even greater.

The promise of the ACAA is proactive, reliable assistance. When airlines fail to check on passengers who requested help, the results can be severe.

Know your rights and options

• Under the ACAA, airlines must provide help to passengers with disabilities, including during delays and rebookings. For official guidance and how to complain to the government if needed, see the U.S. Department of Transportation’s page: https://www.transportation.gov/airconsumer/disability
• Southwest’s Customer Service Plan says if a carrier-caused change stops you from traveling as planned, you can get a refund for the unused fare and for companions on the same reservation.
• If you still travel, Southwest’s practice is to offer delay compensation as travel credit, not a cash refund.

Practical steps before and during travel

1. Before travel:
   • Note your needs in your booking and call 1(800) 435-9792 or TTY 1(800) 533-1305 at least 48 hours in advance.
   • Keep a record of names, dates, and what was promised.
2. At the airport:
   • Check in early. Ask a uniformed Southwest employee to confirm gate location and likely changes.
   • Ask whether the flight is at risk of a long delay and what rebooking options exist if the delay grows.
3. If there’s a delay of more than an hour:
   • Request staff place a special service request on your record.
   • Request text or verbal updates at set intervals.
   • If others are rebooked, ask to be rebooked too and request an escort to the new gate.
4. If things go wrong:
   • Speak with the Complaint Resolution Official (CRO)—every airline must have one available.
   • Save boarding passes, receipts, and names of staff.
   • If you can’t resolve it with Southwest, file a complaint with DOT.

What to watch next

• Assigned seating starts for flights on or after January 27, 2026 (for tickets bought after July 29, 2025). Watch how seat selection works for:
  • Wheelchair users
  • Blind travelers who rely on guided seating
  • Companions who assist
• Advocates are pressing for stronger training and active monitoring during delays so staff check on passengers who asked for help. Travel experts warn that fare and seating changes may reduce flexibility that once helped many disabled customers.

A simple example

Imagine a blind traveler visiting family in Orlando. A thunderstorm hits, delays build, and agents start rebooking passengers. If no one comes to advise the traveler, they might sit at the wrong gate for hours. A five-minute check-in by staff could avoid this. That’s the promise of the ACAA—and the duty airlines must meet every day.

Key takeaways

• Incident date: August 8, 2025
• Flight: Southwest Flight 2637, New Orleans to Orlando
• Reported lapse: Most passengers rebooked; the two blind women were not informed
• Compensation given: $100 voucher each; refund denied because travel was completed
• Your rights: ACAA requires help for disabled travelers; refunds apply when a carrier-caused change blocks your trip
• Contact Southwest: 1(800) 435-9792; TTY 1(800) 533-1305; airport staff; southwest.com

For disabled travelers—immigrants, visitors, and U.S. residents alike—the goal is simple: clear help at the right time. That starts with steady training, real accountability, and respectful service when plans fall apart.