3/11/2026- My husband was traveling with our 14-year-old son, who has a peanut allergy, departing from Phoenix (PHX) on Southwest. When they arrived at the gate, they spoke with the agent at the desk, who was extremely rude and told them they would not be allowed to pre-board in order to clean the seating area. My husband then immediately went to the agent at the boarding door to ask again. She responded, “We really don’t do that anymore, but I guess you can.”
He also informed them about how rude the first agent had been, and they asked for clarification about who he was referring to. Since they were already assigned to an early boarding group, they decided to wait rather than escalate the situation further.
Once they boarded and began cleaning their area, the flight attendants were visibly upset on behalf of our family regarding how the situation had been handled at the gate. A man who was already seated nearby kindly stood up to give them space to clean and shared that his niece also has a peanut allergy, so he was more than willing to help by moving over.
Thankfully, the rest of the flight went on without incident.
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