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Frequently Asked Questions (FAQ)

Q: Does Southwest Cargo ship pets?
A: No, pets are not accepted for air cargo transportation. However, Customers can learn more about the P.A.W.S. product which allows certain pets for Passenger travel.


Q: Do Customers need to have an account to ship with Southwest Cargo?
A: Unless your shipment is less than 16 ounces, Customers are required to have a Southwest Cargo account to ship.


Q: How do Customers or Businesses open a Southwest Cargo account?
A: The process is simple: apply for a Cargo account today by filling out our online application. If you do not have an email address, simply download the account application, provide the applicable information, and fax the completed application to the Cargo Customer Care Center at (214) 792-4199.


Q: How do I update my existing Southwest Cargo account?
A: Fill out the account updates form. For any other account updates please call the Cargo Customer Care Center at (800) 533-1222.


Q: Are there limits to the weight and size of a shipment?
A: Yes. For the current weight and size limits, visit the Shipping Guidelines page.


Q: What are the rates to ship Cargo?
A: Southwest Cargo provides Customers rate sheets for all shipping needs. To view the rate sheets for Cargo services, visit our rates page.


Q: Are there specific tender/recovery times for each Cargo facility?
A: Yes, Customers can contact the Cargo facility or view the current information on our Locations page.


Q: What are the hours of operation for each Cargo facility?
A: Cargo facility hours of operation may vary. To view the current hours of operations, visit the Locations page or contact the local Cargo facility.


Q: Are there requirements for shipping dry ice?
A: Yes, visit the Shipping Perishables page for information or view our current Contract of Carriage. Chemical coolants (frozen gels) or dry ice (carbon dioxide) are recommended. If dry ice is utilized, the maximum amount of dry ice per container is five pounds, and the container should be visibly, legibly, and durably marked with the words "DRY ICE" and the weight of the refrigerant (1-5#).


Q: Are shipments containing hazardous material accepted at Southwest Cargo?
A: No, visit the Content Restrictions page for complete information. Contact the local Cargo facility or Cargo Customer Care if additional questions need to be addressed.


Q: Do you provide pickup and/or delivery service?
A: To independently schedule a pickup and/or delivery, locate a courier through our partnership with MCAA.


Q: How do I change the shipping address, billing address, and/or mailing address on my account?
A: Fill out the account updates form. For any other account updates please call the Cargo Customer Care Center at (800) 533-1222.


Q: Will my current Southwest Cargo account number change?
A: Your current account number remains the same and will now be known as your Master Account number with the addition of a Location ID for each of your requested shipping locations.


Q: How do I add an additional location?
A: Fill out our additional location form.


Q: Can I still order preprinted air waybills?
A: In an effort to continue being eco-friendly, we will no longer offer paper air waybills. You will have the option to order a range of air waybill numbers online through our air waybill request form.


Q: Will paper air waybills be available at the Cargo Facility?
A: No, effective March 25, 2018, all paper Air Waybills will be retired.


Q: How do I request a range of air waybill numbers?
A: Fill out the request online through our air waybill request form. The request will be processed within 5-7 business days.


Q: What if I don't want to use a range of air waybill numbers?
A: No problem! You can use the universal air waybill template for reference as you prepare to tender your shipment at the Cargo Facility. You do not need a pre-assigned range of air waybill numbers to ship. Once the shipment is tendered the Cargo Agent will provide you an air waybill number for the shipment.


Q: How do I utilize the universal air waybill template?
A: You may find a template of the universal air waybill on swacargo.com. This is simply a reference guide as you prepare to tender your shipment at the Cargo Facility.
This is simply a reference guide as you prepare to tender your shipment at the Cargo Facility.


Q: May I ship without filling out a universal air waybill template before visiting a Cargo Facility?
A: Absolutely! We provide the universal air waybill template as a reference for you. All that we require when you ship is that you bring your account number, location ID, shipping details, and government-issued photo ID to the facility. Our Cargo Agents will process your shipment and provide you an air waybill number for the shipment.


Q: Will I be able to use a credit card at the Cargo Facility?
A: Yes, you will be able to use a credit card at our Cargo Facilities.


Q: How can I opt-in to email tracking messages?
A: Beginning March 19, 2018, you must complete an email preference form in order to receive tracking status emails. This form will be sent to you via email.


Q: How can I opt-in to receive emailed invoices?
A: Email cargo.research@wnco.com with your request and your account number to begin receiving email invoices. The Cargo Accounting Department will respond to your request within 2 business days. Your email invoice will begin the first invoice on the following Tuesday or on the first business day of the next month.


Q: What does a shipper leave the Facility with?
A: The shipper will be provided with a shipper's receipt confirming the shipment details.


Q: Who do I contact with questions?
A: You can call our Cargo Customer Care Center at (800) 533-1222 or utilize our Southwest Cargo Suite Help Center on swacargo.com.


Q: Will you offer international and/or interline for human remains with the new system?
A: We plan to transport human remains internationally on our own aircraft to the extent allowed by the host government. We will not be offering interline human remains at this time.


Q: Rather than assign every location a Location ID can I use the corporate Location ID for all shipments?
A: Each location is systematically assigned a Location ID by default. The answer depends on the type of Shipper you are:

  • Indirect Air Carriers (IAC) may use any Location ID they'd like; we would prefer that you use the origin Location ID.
  • Known Shippers must use a Location ID of an address that has been deemed "Known" in the TSA's Known Shipper Management System (KSMS).




Q:Does the known shipper for funeral homes change with the new Location ID format?
A: No, this will not change.


Q: Can I get the Location ID for the nearest Southwest Cargo Facility to me?
A: Yes, you'll need to provide the Cargo Agent your Master Account number and they will be able to look up your Location ID for you based upon the shipping address that you provide.


Q: For the account name on the additional Location form do we use the Master Account name?
A: Yes, use your Master Account number and name.


Q: Why would you not "generate" an air waybill number when you enter a shipment verses requiring the Customer to manage a block of numbers?
A: SCS can generate a number when you tender your shipment at a Southwest Cargo Facility. The range of air waybill numbers is an option available for you to use, but is not mandatory.


Q: If we have a NFG shipment dropping directly to a Southwest Cargo location, can the driver still fill out an air waybill onsite?
A: The driver can drop off the NFG shipment at the Southwest Cargo Facility, and the Cargo agent will assist in completing an air waybill onsite.


Q: Where do we add the service level on the universal air waybill?
A: You can add the service level in the accounting information or handling information section of the universal air waybill.


Q: Will handwritten air waybills be accepted at the cargo counter
A: Handwritten air waybills are acceptable for domestic shipments only. International air waybills must be typed or machine generated.


Q: We have received a block of air waybill numbers, but we have had some drop agents ask if the air waybill will be printed onsite at the Southwest Cargo Facility?
A: Our Southwest Cargo Facility will provide a printed copy of each air waybill. On March 25, 2018, our Road Feeder Service (RFS) locations will not have the ability to generate a universal air waybill.


Q: I work at a satellite office and will probably fill out the air waybill and email over to my main office for them to take it to the airport. Will I need to sign up as an additional location?
A: No, you do not need to sign up for an additional Location ID.


Q: On the universal air waybill, does the terms and conditions sheet need to be included with the air waybill?
A: No, this page does not need to be included. Shippers will agree to the terms and conditions on the signature pad at the facility.


Q: Does each station need to order its own range of air waybill or will corporate order the range of air waybills?
A: A range of air waybill numbers is assigned at a Master Account level and presumably distributed from your corporate office.


Q: We ship to multiple Customers on a daily basis - do we need a range of air waybill numbers for each Customer?
A: No, you do not need a range of air waybill numbers for each Customer. A range of air waybill numbers is not required to ship.


Q: Once we get a range of air waybill numbers, does Southwest Cargo Suite (SCS) keep track of what we use? Especially with multiple locations, or do we have to keep track of the last air waybill used?
A: SCS keeps track of which air waybills have been assigned and whether or not they've been used. SCS does not allow duplicate air waybill numbers.


Q: Will air waybill charges be broken out per shipment when we receive invoices and daily charges?
A: Yes the air waybill charges will be broken out by air waybill number.


Q: I didn't receive the email to opt in for air waybill tracking notifications. Where can I sign up?
A: Please access the email preference form to sign up to receive tracking status emails.


Q: Is there a way to keep prices invisible on air waybill?
A: While the fix for this won't be available with the launch of the new system, it is on our to-do list to have a resolution as quickly as possible.


Q: If we have a block of numbers and use a number on the air waybill, that number will be used correct? If it is blank, then a Southwest Cargo Agent will assign?
A: As long as the air waybill number in question is one that was generated from SCS, yes. All previously assigned air waybill numbers from Southwest Cargo will expire on March 25, 2018. If an air waybill number is not presented at the time of tender, SCS will apply the next unassigned number from the system.


Q: What will be done if an air waybill number is accidently duplicated?
A: This is not possible. SCS has a stock management system and is the sole source for generating air waybill numbers, whether it's an individual air waybill or a range of air waybill numbers. Should a "used" air waybill number be provide at the time of tender, SCS will alert the Cargo Agent and assign a new air waybill number.


Q: When the current air waybill numbers expire, will we still be able to track them after the March 25, 2018?
A: Yes, you are still able to track these air waybills.


Q: Can charges be viewed on the website?
A: Charges cannot be viewed online at this time. This functionality will come with our Customer portal in 2019.


Q: You will no longer accept COD shipments? Will I only be able to book prepaid flights for Human Remains?
A: COD is a service offering whereby the air carrier collects funds for both the cost of the goods being shipped and the shipping charges. This service is being discontinued on March 25, 2018. We will still offer both prepaid and collect shipments.


Q: Does the three digits Location ID refer to the business location or actual airport. We ship out of two different nearby airports.
A: It refers to your shipping location not the nearest airport.


Q: In regard to shipping to Canada, we have not been allowed to ship lithium batteries PI 967, Non Restricted, UN3480, and UN3481 will this change? This is only in regard to shipping lithium batteries with other gear, such as laptops or movie cameras.
A: Not at this time. This is a restriction placed upon us by our interline partner.


Q: Have the local agents been trained on the new process?
A: Yes, all Southwest Cargo Agents have been through extensive training.


Q: Do we need to provide multiple copies of the completed universal air waybill when at the Southwest Cargo Facility?
A: No, one copy is sufficient.


Q: We ship human organs and have been booking day of at the counter will that change?
A: Domestic walk-ups will always be welcomed. Once we introduce domestic booking, you'll have the option of walk up or pre-book.


Q: Can a driver complete an air waybill when he drops the freight off
A: Yes, the drive has the option to complete the air waybill at time of tender.


Q: Will you allow human remains shipments to be booked online?
A: At some point in the future we will, but for now, it is only by phone.


Q: What is your plan to integrate with IAC freight management systems?
A: Yes, we are planning on integrating with Descartes for host-to-host booking later this year.


Q: I currently receive notifications when freight is processed with Southwest Cargo. Will I need to re-sign up for this notification?
A: Yes, you will need to complete an email preference form in order to receive tracking status emails.


Q: Will we continue to get our nightly spreadsheet of charges for shipments tendered that day?
A: Yes, it will be sent the following day around 6:00 am (central).


Q: It will take 5 to 7 days to receive a range of air waybill numbers?
A: Once the form has been submitted, you will receive a range of air waybill numbers via email. Your request will be processed within 5-7 business days.


To view the most requested help topics for Passenger travel, https://www.southwest.com/html/customer-service/faqs.html.




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