Remote Travel Services Support Coordinator

About Southwest Airlines

Southwest Airlines connects nearly 800 flights a day to over 100 destinations, making air travel accessible for millions of customers across America and beyond. Central to that mission is a Travel Services team that handles the full lifecycle of the traveler experience — from booking and check-in through rebooking during disruptions and post-travel support. We are looking for a Remote Travel Services Support Coordinator who shares our passion for friendly, efficient service and wants to help Southwest deliver on the promise that every flight starts and ends with a smile.

The Opportunity

In this role, you will provide operational and customer-facing support across Southwest's travel services functions, helping customers navigate reservations, fare changes, and travel documentation requirements. You will be a calm, resourceful presence during routine transactions and irregular operations alike, always leading with Southwest's warm, no-fuss approach to hospitality.

Your Responsibilities

  • Assist customers with flight bookings, itinerary modifications, same-day changes, and cancellation requests via phone and digital channels
  • Rebook customers affected by flight delays, cancellations, and weather events using Southwest's rebooking tools and priority queues
  • Process fare difference collections, travel funds applications, and Rapid Rewards points redemptions
  • Answer customer questions about baggage policies, EarlyBird Check-In, upgraded boarding, and Anytime fares
  • Support group travel coordination including block booking management and group fare inquiries
  • Document all customer interactions accurately in Southwest's contact center systems
  • Adhere to regulatory and operational compliance requirements in all customer-facing interactions

What We're Looking For

  • 1+ years of customer service or contact center experience; travel industry experience preferred
  • Patience, positivity, and a genuine desire to help customers through both routine and stressful travel situations
  • Strong multitasking ability — you can navigate reservation systems while maintaining quality conversation with customers
  • Reliable home internet connection and a quiet, distraction-free workspace
  • High school diploma or GED required; some college experience preferred

Southwest Perks

  • Competitive hourly pay with overtime availability during peak travel seasons
  • Free standby travel benefits for employees and eligible dependents
  • Health, dental, and vision benefits from day one of employment
  • Southwest profit-sharing program and 401(k) with generous company match
  • Inclusive, people-first work culture with strong team support and recognition programs
Back to blog