Mobile App Offline Mode
My Digital Experience team launched offline detection in the Southwest app, helping customers avoid access issues with their digital boarding passes.
The Problem
Customers arriving at TSA or the gate sometimes discovered their phone had lost internet connectivity—or was connected to a network requiring authentication (like airport WiFi). Without realizing they were offline, they couldn’t load their boarding pass when they needed it most.
The Solution
Not Connected Banner
We implemented proactive offline detection:
- Clear visual indicator - Banner displays when the device lacks internet access
- Network authentication detection - Identifies connections that require login (like airport WiFi that needs payment or authentication)
- Timely notification - Customers are informed before they reach the checkpoint
Messaging
The banner provides clear guidance:
- Explains the connectivity issue
- Suggests connecting to a network
- Recommends alternatives (visit Southwest.com, use a kiosk, or visit a ticket counter)
Phase 2: Cached Content
This launch was Phase 1 of our offline strategy. Future phases will add:
- Cached trip cards - Access trip information without connection
- Cached boarding passes - View passes even when offline
- Consistent messaging - Unified offline experience across all flows
Customer Value
The moments before a flight are often stressful. Discovering you can’t access your boarding pass at TSA adds unnecessary anxiety. By proactively alerting customers to connectivity issues, we give them time to resolve the problem before it becomes urgent—whether that means finding a working WiFi connection or visiting a kiosk for a printed pass.
Proactive offline detection prevents customers from being stranded at TSA without their boarding pass.
