Southwest Airlines customer service completely goes away, booking centers are closed A passenger passes a Southwest Airlines plane as it drives out of a gate at Baltimore Washington International Thurgood Marshall Airport on October 11, 2021 in Baltimore, Maryland. Kevin Deitch | Getty Images Southwest Airlines Customer service agents will soon be ‘100%’ working remotely as the carrier moves to close its reservation centers. “Southwest Airlines has just announced that it will close all reservation centers and 100% telecommuting,” the International Association of Machinists and Space Workers, a labor union representing the airline’s customer service agents, said in a memo to members dated Wednesday. Southwest said the switch was effective September 1, although the airline added that most reservations agents have been working remotely throughout the pandemic. It has more than 3,200 customer service and reservation agents based in Albuquerque, Atlanta, Chicago, Houston, Oklahoma City, Phoenix and its Southwest headquarters in Dallas. Their main job is to assist travelers with reservations and flight changes.