frequently asked questions

Q: Why did AirTran agree to be acquired by Southwest Airlines

A: AirTran shares Southwest's vision for the next decade and beyond: to win more Customers, particularly business Customers; improve the Customer Experience; and add destinations to its route map. Both Companies have passionate and resilient People who care about their co-workers and who care about serving Customers.

There is relatively little route overlap between the two carriers today, and we expect that joining the two networks will attract more Customers by creating a larger low-fare airline with a broader network. Strategically, we believe AirTran and Southwest are an excellent fit. Both have an emphasis on outstanding Customer Service; high quality low-cost operations; an all-Boeing fleet; and a solid, low-fare brand. The acquisition of AirTran also will give Southwest a major presence in Atlanta, the largest U.S. market Southwest does not currently serve.

AirTran has slots at New York LaGuardia (LGA) and Ronald Reagan Washington National (DCA) airports. The acquisition allows Southwest to boost its presence in these slot-controlled markets where Southwest has little (LGA) or no (DCA) service today. The acquisition also allows Southwest to expand its service in other domestic markets, including Boston, Milwaukee, Baltimore/Washington, and Orlando. Further, AirTran operates near-international flights and serves some smaller cities with less frequency that are not currently served by Southwest.

The timing of this closing could not be more important. With soaring fuel costs putting many airlines, yet again, in the red, Southwest brings many strengths to bear. Southwest not only brings profits and financial strength to make this deal feasible, but it also positions the combined companies with an industry-leading investment grade balance sheet to weather the energy-price storm. AirTran Crew Members can now look forward to improved job security, compensation, and benefits, once the carriers are integrated. Further, Southwest's profitability and financial strength, along with the United States' largest Low Fare network, puts AirTran Crew Members in a position to grow the AirTran route system, again, once it is integrated into Southwest.

Q: Why now?

A: Southwest Airlines is healthy and prepared for a move like this. Southwest has a strong Culture; outstanding Customer Service; excellent, safe operations; a leading brand and Customer Experience; a nationwide route network; and a strong balance sheet with cash and short-term investment in excess of $4 billion (as of April 21, 2011). The airline has managed itself to be well prepared for this opportunity. The breadth of Southwest's network today creates enormous opportunities for growth anytime a new city is added to its network.

Q: Next steps?

A: Southwest will begin work to integrate AirTran into the Southwest brand by welcoming AirTran Crew Members into the Southwest Family. Customers will not see any immediate change in the travel experience.

Some changes may become visible to Customers in late 2011 or early 2012. The bulk of the work will be "behind the scenes" and will not change the way Customers travel in the near term. Updates will be posted on www.airtran.com, www.southwest.com and www.lowfaresfarther.com.

Q: Once integration is complete, what can I expect to see?

A: In the first quarter 2012, Southwest and AirTran are expected to operate under a Single Operating Certificate. The entire AirTran fleet will gradually be transitioned into the Southwest paint scheme and single class configuration. Ultimately, all Frontline Employees will wear Southwest uniforms. Reservation and ticketing systems, web sites, and each carrier's frequent flyer programs also will be combined beginning next year.

Q: What changes can I expect now that the transaction has closed?

A: For Customers, it's business as usual at the close of the transaction. For now, AirTran and Southwest will continue to operate as two separate carriers as they begin their work toward integrating the two operations. In the first half of 2012, Southwest expects to begin rebranding the AirTran fleet to the Southwest paint scheme and single class seating configuration. The airlines will eventually combine the reservation and ticketing systems, web sites, and frequent flyer programs.

Q: What changes can I expect to see immediately? Are there any new Customer benefits?

A: For now, there are no changes to the Customer Experience on either AirTran or Southwest. We will continue to operate as two separate airlines and sell our own products just like today, while working to integrate the carriers and eventually provide a Southwest Customer Experience.

Q: When will the integration process be fully completed?

A: We expect that the integration process will take several years to complete. We will keep Customers informed throughout the process with updates on www.airtran.com, www.southwest.com and www.lowfaresfarther.com.

Q: I've seen references to the acquisition "closing" and the "Single Operating Certificate" in materials. What do these terms mean and how do they fit into the integration process?

A: The acquisition closed on May 2, 2011, making AirTran Airways a wholly-owned subsidiary of Southwest Airlines.

For Customers, however, there are no immediate changes to the Customer Experience on either AirTran or Southwest. The next major milestone is completing the steps to bring the two separate operations under a Single Operating Certificate (SOC) with FAA approval. Southwest currently expects that a Single Operating Certificate will be achieved in first quarter 2012.

At the point where we are a single-certificated carrier with the FAA and operating as a single airline, we will not have fully connected the AirTran aircraft, brand, processes, or procedures to Southwest. That work will continue for several years after SOC is achieved.

Q: How do I book travel on AirTran Airways?

A: AirTran passengers should continue to book at www.airtran.com or call 1-800-AIR-TRAN (1-800-247-8726).

Q: How do I contact Customer Relations?

A: For AirTran Customer Relations, Customers should continue to visit airtran.com and click on the Contact Us link at the bottom of the page or call 1-866-AIR-CHAT (1-866-247-2428). Hours of Operation are Monday through Friday 8:00 a.m. to 10:00 p.m.; Saturday and Sunday 8:00 a.m. to 8:00 p.m., Eastern. For Southwest Customer support, you can call 1-800-435-9792 anytime or submit an e-mail through southwest.com.

Q: What about my existing booking, is it in jeopardy?

A: No, your travel arrangements are protected. It's business as usual for both airlines.

Q: How will this change the way I have always traveled on your airline?

A: Currently, there are no changes to your Customer Experience on either AirTran or Southwest. Please continue to book and travel just as you always have done.

Later this year or early next year, changes will appear as we begin to integrate the two carriers — any Customer changes will be communicated prior to implementation. We do not expect any changes to the Customer Experience for AirTran Customers until the second half of 2011, at the earliest.

Q: Now that the transaction is closed, may I fly on either AirTran or Southwest in common cities? Will you exchange tickets? Will you sell each other's seats?

A: No. The airlines will continue to operate separately and will sell their own products at this stage. Customers can continue to book and alter travel plans for AirTran Airways at airtran.com and for Southwest Airlines at southwest.com. You can also make reservations by calling 1-800-AIR-TRAN (1-800-247-8726) for AirTran or 1-800-IFLYSWA (1-800-435-9792) for Southwest.

Q: When will a Southwest Customer have access to international destinations? Can I fly on a Southwest flight and connect to an international destination on AirTran?

A: Not yet. As we move closer to full integration, we will work to combine the carriers' networks—including international destinations, eventually making service between the two carriers seamless to the Customer and opening AirTran's destinations to the Southwest network. This transition will take time, but we will keep you posted on our progress. We're just as excited as you are to grow the existing network!

Q: Will all of AirTran's and Southwest's markets continue to be served?

A: There will be no changes to the Customer Experience right away. AirTran and Southwest will serve more than 100 destinations combined. Updates will be provided throughout the integration process as decisions are made regarding the combined list of destinations. Current routes and schedules are available on www.airtran.com, www.southwest.com and at www.lowfaresfarther.com.

Q: How will I be notified of any changes to flight schedules, destinations, policy changes, etc.?

A: AirTran and Southwest each have great tools for communicating with our Customers. In addition to direct Customer communication, all changes will be posted on our web sites, www.airtran.com and www.southwest.com. You can also find a wealth of information regarding the AirTran and Southwest integration at www.lowfaresfarther.com.

Q: What about product changes, such as Change Fees?

A: There will be no changes to the Customer Experience right away. AirTran charges $75 for any changes made after purchase. Southwest does not charge change fees. Upon full integration, the airline intends to have a consistent product offering without change fees.

Q: Will AirTran continue to charge for checked bags?

A: There will be no changes to the Customer Experience right away. As you know, AirTran charges $20 for the first checked bag, $25 for the second, and $50 for additional bags. Southwest does not charge a bag fee for the first or second checked bag. Upon full integration, it is our intent to have a consistent product offering without first and second bag fees. For now, the two airlines will continue to operate under their current guidelines and policies — independent from each other.

Q: Will Southwest adopt assigned seats and different classes of service?

A: There will be no changes to the Customer Experience right away. AirTran offers assigned seats. Southwest does not assign seats. AirTran offers two classes of seating and Southwest has one class of service. Upon full integration, it is our intent to have a consistent product offering with open seating and a single class of service.

Q: In common cities, will there be changes to Southwest and AirTran ticket counters, kiosks, and gate locations? When can I expect to see changes?

A: There will be no changes to the Customer Experience right away. In the next several months, we will work toward consolidating our facilities for the convenience of our Customers in the locations we share. These changes will be communicated to Customers ahead of time, and signage will be posted to help direct Passengers once they arrive at the airport. AirTran's and Southwest's service overlaps in more than 30 airports.

Q: Where do I check in for my flight?

A: Customers should check in using the appropriate airline's (AirTran's or Southwest's) web site, kiosk, or ticket counter in the airport lobby. AirTran's for an AirTran flight; Southwest's for a Southwest flight.

Q: During irregular operations, can Customers be rebooked between AirTran and Southwest?

A: No. Policy changes will not be immediate. Each airline will utilize existing rebooking procedures. Customers should contact the airline on which travel was purchased for re-accommodation assistance.

Q: What changes with my A+ Rewards membership now that AirTran and Southwest are a combined company?

A: Nothing. You will continue to earn and redeem AirTran A+ Rewards credits just as you do today.

Q: Who do I contact with questions about the status of my account?

A: Members should continue to visit www.aplusrewards.com for information on A+ Rewards or call 1-888-3-APLUS-8 (888-327-5878). Please visit www.southwest.com for information on Rapid Rewards.

Q: Are my A+ Rewards credits safe?

A: Yes. Your A+ Rewards credits are safe and secure, and you can continue to earn and redeem A+ credits just as you do today. All A+ Rewards credits are subject to existing program rules.

Q: I am a Member of both airlines’ frequent flyer programs (A+ Rewards and Rapid Rewards). Do I need to do anything with my accounts?

A: Not yet. In time, we’ll merge AirTran A+ Rewards members into the Rapid Rewards program. We’ll continue to keep Members informed on our progress and how you can best handle your travel needs.

Q: I am a Member of both programs? Which number should I use?

A: Nothing changes today. Please continue to use your A+ Rewards member number on all AirTran flights and Partner transactions. Please continue to use your Rapid Rewards Member number on all Southwest Airlines flights and Partner transactions.

Q: Will I earn A+ Rewards credits when I fly Southwest?

A: For now, there will be no changes in how A+ Rewards Members earn and redeem A+ Rewards credits.

Q: I am not a Member of the Rapid Rewards program. How do I join?

A: Please visit www.southwest.com for information on Southwest Airlines and Rapid Rewards.

Q: Will my A+ Elite status be recognized by Southwest?

A: At this time, there are no changes to your Customer Experience on either airline. A+ Elite status will continue to be recognized only on AirTran until further notice.

Q: Does the acquisition affect my A+ Elite status?

A: No. There will be no immediate changes to your A+ Elite status.

Q: Can I transfer my A+ Rewards credits into Rapid Rewards Points? Can I redeem A+ Rewards credits for Southwest flights?

A: At this time, A+ Rewards and Rapid Rewards will continue to operate independently until our systems are integrated. For now, A+ Rewards credits cannot be transferred into Rapid Rewards points or redeemed for Southwest flights. In time, we plan to provide options for Members to earn and/or redeem in both programs. Rest assured that additional details will be announced as they become available.

Q: I have an upcoming A+ Rewards trip booked. Is my ticket and trip still valid?

A: Yes. All A+ Rewards trips are still valid and still subject to existing program benefits and rules. There is no need to make any changes unless your travel plans have changed.

Q: Will there be Business Class seating on the combined carrier? Can I use my credits to upgrade to Business Class?

A: For now, it is business as usual. Business Class service will still be available on AirTran, and A+ Rewards credits may be used to upgrade to Business Class, along with all other current benefits that Members enjoy.

Q: Does the acquisition affect my AirTran A+ Visa card?

A: No. Since it’s business as usual, your card retains all the same great benefits as today. You will continue to earn A+ Rewards points for every dollar you spend on the card.

Q: Do I get double points when I purchase Southwest tickets or use Southwest's partners that are not already partners of A+ Rewards?

A: No. Since it's business as usual, you will continue to earn points only on AirTran tickets and Partner transactions.