by Lacey Pfalz
Last updated: 9:10 AM ET, Mon March 2, 2026
Southwest Airlines is telling customers that it will be "refining" its assigned seating policy after strong customer backlash, amid complaints about families being made to split up and about a lack of overhead bin space flooding the Internet.
According to The Dallas Morning News, the airline's executive vice president and chief customer and brand officer, Tony Roach, published a letter to customers, saying they were "refining," the boarding group process "to improve overhead bin availability near your seat while maintaining the fast boarding and deplaning process you expect from Southwest."
"As we've transitioned from open seating to assigned seating, the feedback we've received has been invaluable," Roach said in the letter. "We've already made several enhancements and will continue refining the experience to reward your loyalty while delivering the industry's best operational reliability and hospitality."
Aircraft cabins will also be retrofitted with larger overhead bins that can hold up to 50 percent more bags, with about 70 percent of the fleet to receive this upgrade by the end of 2026.
Those who purchase seats with extra legroom and bin space will also see new signage reserving overhead space for passengers who purchased the premium seat options.
Southwest's assigned seating policy went into effect on January 27 in what can be described as a rocky start, with one long-time Southwest lover posting on X (formerly Twitter): "We've been @SouthwestAir customers for 15 years. Cardholders. A List Preferred. This new Southwest is hugely disappointing. The new boarding is utter chaos. Paying for extra leg room and being on planes with no extra legroom. Employees aren't friendly. Awful."
For the latest travel news, updates and deals, subscribe to the daily TravelPulse newsletter.
Topics From This Article to Explore
