Family Accuses Southwest of Removing Autistic Child Over Mask Policy

Southwest Airlines currently owns the largest fleet of Boeing 737 MAX airframes among U.S. based carriers. During their second-quarter earnings announcement, airline CEO Gary Kelly said they were optimistic to start flying the 737 MAX by the end of 2020.

A Texas family is accusing Southwest Airlines of refusing them service, when the mother of an autistic child would not wear a face mask aboard the flight. The family accuses Southwest of labeling them as “non-compliant” because the three-year-old toddler wouldn’t keep their face mask on.

A family of Texas flyers is calling foul against Southwest Airlines, saying the carrier treated them unfairly because their autistic child would not wear a face covering while on the aircraft. Houston ABC affiliate KTRK-TV reports the family says they were removed from their return flight over the incident.

Child Allegedly Labeled as “Non-Compliant” Over Face Mask Situation

According to the family, who asked to remain anonymous, a mother and child were flying back to Houston aboard Southwest after spending a week with family. After the boarding process was complete, the mother says a flight attendant asked her to put a face covering on her three-year-old child.

The family says their three-year-old suffers from autism and sensory processing disorders, which makes it difficult for the son to keep a face covering on. The mother attempted to put a mask on her child, but her son would not keep it on.

The flight attendant then allegedly informed the captain of the flight, who made the same request to the mother. When the toddler would not keep a facemask on, the mother said the captain returned to the gate, telling the aircraft a “non-compliant passenger” was aboard.

“We had to head back to the gate,” the mother told KTRK-TV. “They have an escort take us back to the plane to get all of our luggage off the plane, and then they proceeded to write up my 3-year-old for noncompliance to their policy.”

According to the mother, the incident caused Southwest to refuse the family service. She claims that the mask issue with her autistic son was not an issue when flying out to Midland, Texas to see family – and is now confused as to why the airline is taking a harder-line stance with her family.

“I agree with the mask policy,” the mother told KTRK. “I wear my mask everywhere I go. It’s not an issue, but you’ve got to have some kind of exemption, especially for people with disabilities, [and] kids with disabilities. I mean, no 3-year-old, who is autistic and has sensory processing disorder, is going to put anything on their face.

Southwest Stands by Their Tough Policy

In a statement to the television station, Southwest Airlines stood by their policy. Because it is communicated throughout the booking and check-in process, the airline says they were in the right to enforce their policy.

“Southwest Airlines requires all Customers over the age of two to wear a face covering or mask while traveling to help prevent the transmission of COVID-19,” the airline said in a statement. “We communicate this policy to all Customers at multiple touchpoints throughout the travel journey, so we regret any inconvenience this family experienced.”

Although they did not comment directly on the family’s situation, the airline said in their statement that customers who can’t wear a face covering “for any reason” will not be welcome aboard flights, and given full refunds. The policy is similar to other airlines, including Alaska Airlines, JetBlue, Delta Air Lines, and American Airlines.