Digital International Travel Document Verification

I led the digital product team in launching a capability that transforms the international travel experience—allowing customers to scan and validate their passport or travel documents directly from their own device.

The Problem We Solved

Previously, international travelers had to stop at a kiosk or help desk to verify travel documents before receiving their boarding pass. This created lobby congestion and added stress to the travel experience.

How It Works

After check-in, customers can now:

1. Complete Your Travel Documents directly in the app or on Southwest.com
2. Scan and validate passport or permanent resident card from their device
3. Receive a digital boarding pass immediately upon verification
4. Skip the lobby and head straight to security (if not checking bags)

If there’s an issue with travel documents, we notify customers early so they can resolve it through chat or a quick call—before arriving at the airport.

Phased Rollout

We took a measured approach:

• Successful pilot with Houston-based international trips
• Network-wide expansion to all eligible international travelers
• Continued iteration based on customer feedback and usage patterns

What’s Next

Our roadmap includes tighter app integration, deeper deep-linking, and continued improvements. This is a platform we’ll build upon for years to come.

Cross-Functional Excellence

This milestone reflects Southwest’s collaborative culture. I coordinated with:

• Digital pods (Lightspeed, Hyperion, Cosmos, Fifth Element)
• AIS and Amadeus technology partners
• Ground Operations and Airport Experience teams
• UX, DX, and Architecture groups
• Our new partner Microblink for document scanning
• QMO and CARE support teams

The result: an experience that reduces friction, provides peace of mind, and puts the boarding pass right in the customer’s hand before they even leave home.

Scan and validate travel documents right from your device