Southwest agents at some boarding gates and ticket counters failed to produce proper copies of Southwest’s written denied boarding statement in response to specific requests by Enforcement Office staff. Specifically, a Southwest agent at SAT was not able to produce a copy of the denied boarding statement at the ticket counter.

Another Southwest agent at OAK provided only a partial copy of Southwest’s denied boarding statement, and that statement contained compensation amounts $25 to $50 below the actual amounts (e.g. $650 and $1300 instead of $675 and $1350) stated in 250.5.

Additionally, during the compliance inspections, Southwest agents at SLC produced ticket notices or displayed signage at certain airport ticket counters and/or boarding gates which purported to limit the carrier’s domestic baggage liability to less than $3,500.

Also, at CHS, Southwest’s policy at one of its baggage offices incorrectly limited the airline’s domestic baggage liability to less than $3,500.

We conclude that by failing to produce complete and accurate copies of the required denied boarding statement upon request at both airport ticket selling positions and boarding gates, Southwest violated 14 CFR 250.9(a).

Additionally, by providing ticket notices and displaying signage at airports which purport to limit the carrier’s domestic baggage liability to an amount below $3,500, Southwest violated 14 CFR 254.5.