Southwest Airlines was long known for (and popular among some travelers) its open seating policy, where passengers
boarded in groups and were able to select any seat that was available.
But on January 27th, the airline changed its policy to assigned seats, after more than 50 years of the old system.
In the past, people rushed to check in exactly 24 hours prior to departure, as it was first-come-first-served to get into the A, B and C boarding groups.
Now, Southwest has eight groups based on seat location, fare type purchased, tier status, and Rapid Rewards Credit Card benefits. Travelers who book together will be in the same boarding group.
However, in the aftermath of the new system being rolled out, customers are taking to social media to vent their frustration over the kinks that have not been ironed out, such as small children being forced to sit in rows separate from their parents.
On View from the Wing, Gary Leff noted that the gate process was still a scramble and that limited overhead space
was also causing crowding in the aisles.
“I experienced what could generously be called confusion, mostly on the part of flight attendants oddly enough. They were directing people and slowing down the boarding aisle as people found overhead bin space near their seats—rather than picking seats,
in part, based on where there was bin space available,” said Leff.
Southwest says it is paying attention and preparing to make changes.
“Since launch, we’ve been closely monitoring input and real-world behaviors to validate our assumptions and identify where we can refine the experience,” Southwest Airlines spokesperson Chris Perry told the San Antonio Express News. “Those insights are now informing a series of early adjustments designed to smooth operations and reduce friction as Customers adapt to the new boarding and seating process.”
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