A Southwest passenger complained on social media about four young girls and their parents pre-boarding their flight despite “not need[ing] assistance or extra time” and Southwest responded that “many disabilities aren’t visible” so they are “unable to question preboarding requests.”
We regret any frustration, Stephanie. As many disabilities aren't visible, we're unable to question preboarding requests. -Brytani
— Southwest Airlines (@SouthwestAir) May 14, 2024
Here are the ‘disabled’ passengers in question that the airline was responding to.