Digital Companion Pass Management
I led the product team in launching a highly-requested self-service feature: the ability to change Companion Pass designations directly on Southwest.com.
The Problem
The Southwest Companion Pass is one of the most beloved benefits in the travel industry. However, changing your designated companion previously required a phone call to customer service—adding friction to what should be a simple update.
The Solution
Now customers can manage their Companion designation directly through their account on the website. This self-service capability:
- Eliminates phone calls for routine designation changes
- Provides instant updates without wait times
- Gives customers control over their own account
Customer-Centric Approach
Our team closely monitors feedback on Companion Pass usability. We’ve heard customers loud and clear about pain points, and this launch directly addresses one of the most common requests.
We continue to explore additional improvements to make booking and changing trips with a Companion even easier. While we had nothing to share at launch time, teams remain focused on the customer feedback.
Roadmap
This website launch was just the first step. We’re exploring deeper integration into the Southwest app experience to make Companion Pass management seamless across all platforms.
No more needing to call—simply open your account on the website and make one of your eligible changes.
