Enhanced Boarding
Enhanced Boarding
Over the past year and a half, I've been fortunate enough to be involved in a project that is focused on improving our Customers' experience with our boarding process. This is another great example of how Southwest Airlines truly listens and cares about our Customers. Enough to make changes for you. So what am I blabbering on about, it's the hottest craze to hit our gate area in the San Antonio airport. We are testing a new boarding method that tries to improve our Customers' experience in our gate area. I think it's great, and, no, I'm not biased. Here's how it works: you check in and get your boarding pass, just like you would today, but now, in addition to the letter A, B, or C, it also has a numeric position on it. That numeric position is your spot in line! We're, essentially, holding a place for you in line so you don't have to camp out in line before it's time to board the aircraft (Old Way: A...New Way: A6). You're now free to move about the airport...grab a coffee, a bite to eat, maybe even use the restroom with out having to leave those bags unattended. You don't have to be watching for thar first person to race to the front of the line and then hurry behind them, only to wait 30 minutes utill the plane even lands. With all the flying I do, I lUV it, and I hope you will too. Now remember, we're just testing it in the San Antonio airport. We want to make sure you, the Customers, like it and that it doesn't hurt our "turn times." So if your travel plans take you to the river walk, come say "hi." We'll be testing there for a few more weeks.
Comments
What's a "turn" time?
Don't like it. This will make it even less fair to those who use those silly automated boarding card retrievers.
Go back to the old plastic cards at the podium, and then whatever number you get is whatever order you board in. This solves the problem of boarding area crowding/ unattended bags, and makes it more fair for everybody.
I for one think it's a terrible idea, the race to make sure you're near a computer with internet to check-in now 24 hours before your flight is bad enough, now it won't be enough to get an A Boarding pass, but the actual order of the passes counts too.
@John Cantrell - Turn Time is the time between when the plane stops at the gate and wheels are chocked until the plane starts pushing back. You "turn" a plane by getting people off and getting new people on - it's been Southwest's adage since day one that planes do not generate revenue whilst sitting on the ground.
@Matthew - I too remember the plastic boarding passes fondly. Remember the ones in California that were die cut into the shape of the state? I also remember my shock when I received a paper boarding pass for the first time - yuck! And I don't understand what you mean by those silly automated boarding card retrievers - are you talking about the renegade websites that offer to get a boarding pass on your behalf?
@Tom - You're like me. It will be a terrible idea if you have BP A60 and get to the airport 90 minutes early, but it will be a WONDERFUL idea if you have BP A6 and get to the gate just as the last deplaning passengers are getting off.
But you know what's cool about Southwest? They are trying a new system in one airport to make sure it works before rolling it out system wide. Much better than somebody at corporate deciding this is the way it will be and forcing it on everybody from gate agents to passengers. Kudos to SWA for realizing that the solution might not be the best one.
Hi Susie,
Since you broached the topic, and have been involved in testing new boarding procedures, can you talk about how this might work practically?
When the plane arrives and your boarding group is called - are their numbers painted on the ground to guide Customers to their spot in the queue? Do you have to go down the line asking each Customer what number they are to find your place in the group? Does the Ops Agent call A6, or A1-10? Or is there a method I didn't think of?
Of the processes I mentioned, each seem reduce the impetus to stand in line and reserve an earlier spot in the boarding group. But the methods I thought of also seem to have problems in Customer experience or operational expediency.
Thanks, Colin.
Susie, how exactly do people line up in order? Are there numbered dots on the floor or something? I'd love to hear how the other experiments with seating families and early boarders are going.
As for the mad line-up, I've never understood that. Unless I have a tight connection, there's no need for me to have my "pick of the litter". Normally, as long as I can get a window, I'm happy. In that case it wouldn't matter if I had A1 or A45 as I know I'll be able to get what I want. It's only if I get a C card (which would mean I had to change flights at the last minute) that I will look to line up early.
Oh, to answer John's question, the "turn time" is the amount of time it takes to turn a plane that has just arrived at the gate to one that has just departed the gate (i.e the time it takes to open the doors, get the arriving passengers off, take care of any cleaning, get the departing passengers on, and then close the doors).
I applaud you for trying something new for the boarding process. I have several concerns. First, who will monitor to make sure you don't have the cheater who will crowd ahead of everyone? Also, won't this slow the boarding process? There is several more questions I can think of, but I'm sure someone will ask them. I'll be anxious to hear how things are working. Please keep us updated. We can always count on Southwest to find ways to make things better or at least try to make them better.
John- Turn time is the time from when one plane/flight lands until that plane leaves for another flight.
Example:
Flight 1549 is a flight from Baltimore to Buffalo. It takes off from Baltimore at (these are today's figures, as filed) 4:35 and lands in Buffalo at 5:20. That same aircraft then goes back to Baltimore as flight 263, which departs Buffalo at 6:10 and arrives at 6:55. Therefore, the "turn" time in between those two flights is 50 minutes, which is about average from what I've seen. Many flights run better than that, but I'm guessing that the turn time is padded somewhat there because between 5 and 6 is when Buffalo experiences rush hour as far as air traffic goes.
Hope this helped.
Q - "Are there numbered dots on the floor or something?"
Q - "are their numbers painted on the ground to guide Customers to their spot in the queue?"
Q - "Do you have to go down the line asking each Customer what number they are to find your place in the group?"
WTTB found a picture that should answer all these questions - http://www.dallasnews.com/sharedcontent/dws/img/v3/08-08-2007.NB_08south...
Wish we could edit our posts Brian - feel free to put that on your to-do list when you get back to work.
I misspelled the West Texas Blog Boy acronym and I meant to add a line saying, "Look closely at the rails. Notice the cut outs every five numbers to make it easy to get to your assigned area of the line."
Good for SWA for trying something new. I fly SWA every week for business and every week I am irritated by those who run to the front of the line only to stand there for another 20 minutes or more. I always laugh when the "Anxious A's" are in line and the operations employee (guy who scans your boarding pass) announces that there is ONLY an A boarding group. Who cares if you are A1 or A45? You'll get your aisle or window seat no matter where you are in boarding order. With this method, people won't feel compelled to participate in this lemming-esque behavior.
Please, please, please bring this to Chicago's Midway.
I love the ease of online check-in, the frequent flights, and the relatively affordable pricing, but there are times that the cattle-call boarding system makes me want to pay a little more, sacrifice a little convenience, and fly another airline.
I get enough pushing, shoving and jockeying for position on the bus or the train every morning, I could really do without when I fly (which is already a trying experience for many).
Southwest does so many things well, and always with a healthy (and rare) dose of corporate common sense. I've often wondered when you guys were going to address this headache. Thanks and keep up the good work.
I had the PLEASURE of experiencing the experimental boarding procedure today as I flew out of San Antonio. My husband and I have flown over 90 flights in the past 12 months and this definitely was a stress free experience. We went online as usual 24 hours before our flight, retrieved our boarding pass, arrived at our gate and had a leisurely (meaning we didn't have to swarm to the "line" to save our spot and then either sit on the ground or stand for almost an hour) wait for our flight back home (to Las Vegas). When the attendant announced the plane had arrived there wasn't the mad chaos at the line but an orderly walk to our spot (we had #A1 and #A2). Thank you to Southwest for an enjoyable boarding experience - keep up the good work. By the way, we have always enjoyed our flying experiences with Southwest - especially the "on time" consistency.
"Your now free to move about the airport. "
I think you mean "You're now free..." as in "You are now free..." not your now...
I think this is a great idea! Hope the test airport goes well and I see it in my home airport (PIT) soon.
Why not just assign seats like a normal airline? Even if its for the first half the of the plane for normal people who don't like being treated like cattle? Then for the 'others' that like it, you can continue for the back half of the plane.
Tonight I had a HORRIBLE experience on your airline trying to get from Oakland to Burbank, I have had ups and downs with SWA for years, hating the way you treat your customers. This was the final straw (and you're making money on me, because I have 500 plus dollars in unused fare/vouchers). I'd rather put up with LAX and SFO and start using Virgin, they assign seats, they're only 50 bucks each way, and the flight attendants are professional and courteous (yours tonight, were not in the least).
Trying new things is good...Just don't do assigned seats. I'm not sure what biz travelers are in the focus groups you guys use, but maybe WN should poll their companion pass holders. I'd venture to guess most don't want assigned seats. I know I don't. I can buy a ticket 12 hours before the flight and get a window/aisle seat. It's tough to do that with status on other airlines. Even the flight attendants don't want it.
I often fly southwest in and out of San Antonio and rarely do I remember to print my boarding pass or even check in before I leave my house, let alone 24 hours in advance. Imagine my excitement when I remembered to check in online (only about 6 hours before the flight) and saw that my boarding pass said A! Then I see the 43 underneath. Aww. What does it all mean?! Basically, my questions are:
Is everyone an A now or are there B's and C's as well? If there are other letters, how many numbers are there with each letter (I understand that some planes are bigger than others and that probably helps in deciding) If there aren't any letters, isn't the A a tad misleading? What's the point really?
My flight is this afternoon, I'll follow up to let you all know how the boarding process goes.
As a business traveler to Chicago from Kansas City every week, I avoid using Southwest becasue of the current boarding process. If you were to change to this new method of letter and number I would fly SWA weekly.
Whoops...good eye, William. Thanks!
Behind the Scenes Blog Girl
I've been a Customer since the 70's. Just within the past year I have become sick and tired of spending more time standing in the A line than I spend on my flight (AUS-DAL, or AUS-HOU). I'd love to try this out. I'm finally coming around to wanting assigned seats.
Thanks for seeking our input.
I posted this on Flyertalk before, but here it is again. I think the boarding order should be:
Blue sleeve preboards
A Group - Full fare tickets, CP holders and their companions, and anyone willing to pay $10 (maximum of 45 or 60 or however many full-fare tickets and CP holders/companions there are if that's higher)
Families with Children
B Group (and C Group if you still want to have it)
WN needs to reward its full fare travelers, increase revenue, and reward its most loyal customers, and this would accomplish that. This would give all those CP holders who have little use for the CP now a real benefit.
To reiterate my earlier point, I just don't think it's a good idea to increase the race to check-in online, if anything I'd say it wouldn't be as bad if you just got rid of online check-in and installed more kiosks at the airport for those checking in, give A1 to the first person at the airport (cut the check-in time down to 4 hours before the flight from the current 24 hours).
How exciting... a season of change.. I think it is a great idea. I usually get to the airport an hour and a half before my departure and there is already a line. I think we should all give Southwest a chance to see if it works.
To the customer with the complaint above...
While i wasn't on your flight i can say that i have been flying Southwest since I was 9 years old and my family and I have always been treated well. Southwest is ranked high when it comes to customer satisfaction. You should consider staying with them. Low fares, a lot of flight options and the friendliest employees. I often have to remember that employees are humans to and somedays they have bad days. This doesn't excuse unfriendly behavior but it does allow me to walk in the employees shoes for a second. hope you would reconsider your position...
USS BLOG BOY
Chris-
I am sure IF Southwest goes to assigned seating they will do it sort of like the "big" guys. By that I mean they will probably not allow all seats to be chosen in advance. Also I would think they would allow those such as yourself, companion pass holders, to select their seat whenever they booked. As it is right now carriers block sections of seats for thier FF. Just take a look on any airline web site. If you were to book say 6, 7, 8 months out you would probably find that not all seats are available.
Also with Southwest's new process there will be 60 A's and 60 B's. My feeling is they should go to assigned seating. I don't think there is anyway they will be able stop those nasty line cutters. With assigned at least they can try and keep some of the seats blocked for FF.
I think this could really work well. I just wish SWA could do something about all of the abuse of the preboarding.
I'm okay with this as long as SWA keeps OPEN SEATING. I love open seating. The bottom line is that I have generally gotten better seats when flying with SWA. I don't care that much about having a windows.
The last times I flew SWA, I was the first person off the plane both times. That's cool. I was in the A group both times.
PLEASE KEEP OPEN SEATING.
I applaud Southwest for continuing trying to improve the boarding process, but sometimes you have to say if it is not broke do not mess with it. I am on SWA as many as 6 to 8 fIigts a week some weeks but most weeks on at least 2 flights and I find the way it works today an efficient and effective and I do not believe that this process will in fact make the boarding process more equitable for the majority. I can see that if your are the person that gets to the airport very very early only to find that you can't be first in line becuase someone else was earlier that it may not seem fair to them but come on is being first only the plane really that important and if it is just get there even earlier. What I like about the current system if it is really important to you to have an A and pick your seat your can in fact do so and you know what you have to do to do it. People who live on the edge and continually arrive at the last minute (you know the same people SWA gate agents have to make annoucements for) should not be able to get a good number and then continually waste it. I contend that people who claim not to like your boarding system are people who do not fly SWA very often. Weekly I talk to a lot of people who do fly SWA frequently and I find a very limited number of people who are not satisfied with the current boarding system and many who are insistent that it not change. KEEP UP THE GREAT WORK!
As a leisure flyer, I try to fly SW any chance I get. Reading the comments on the experimental boarding procedure shows that you will never please everyone. I wonder how an idea like paying a few extra dollars for a choice of seat may fly. It would be strictly voluntary, gain extra revenue, and may solve a lot of issues. I personally don't mind getting in line early, but on a full flight when I'm not at the gate early, I'd love the option to pay for my seat. Keep up the good work, I LOVE your airline.
I had the recent pleasure of boarding using the letter/number system in San Antonio, Texas. It was great. I travel on SWA two to four days a week and the new procedures is the biggest improvement SWA has made in years. Please implement it Texas wide ASAP. The A, B, C lines bring out the worst in some people. Even the smallest space between people in line makes someone want to close the gap. I am sure there has been hundreds (maybe thousands) of studies on the psychology of people that wait in line. The new method proposed by SWA is a significant improvement over the existing method and should be adopted without further wait or study.
I also think this is a great idea as long as SWA keeps open seating.
Thank you.
I fly Southwest frequently, but HATE the mad rush to check-in @ 24 hours prior and the cattle call boarding process. Perhaps the assigned spot in line helps with boarding, but it will only make the advance check-in for that spot even more frantic. Then do the multitude of families traveling with their little darlings still get priority boarding?
I'd gladly pay an additional $10 to reserve my preferred seat in advance.
Hi,
I am an Profitability analyst for an undisclosed(for obvious reasons) other airline. We refer to SWA method of boarding the Cattle Herd. But, I believe this new system will be better although I thought WN was doing good with having people pay $10 for a pre-reserved seating. I mean it seems much better to have the line placement. Although I know what the mad rush is like from non-reving on my airline we are given priority by check-in time starting at a certain number of hours from the flight. WN knows what they are doing though since they seem to keep turning those profits and have grown to one of the largest airlines in the world. I will have to try the new System at SAT soon though.
I still haven't figured out how planes load passengers faster by letting them choose their own seat. I have seen many times where someone wants a seat in the front of the plane taking 5 minutes to squueze their oversized carry-on in the overhead bin (which shouldn't have made past security in the first place but thats other story) holding up 75 other people behind them. I have flown for many years and noticed that assigned seats loading planes from the back first, tends to get the plane out of the gate faster. This way you have the back half of the plane already in and you aren't holding up the front rows. This also allows me to pick a seat that I want and not show up to the airport 2 hours early to get that A pass or to be the first in line so I get my window or aisle seat that I want.
I just recently flew from Cleveland to Seattle, and then home from Portland back to Cleveland... Over the course of this, I made a few observations.
My flight to Seattle was originating in Cleveland that morning, so that meant no passengers were on the plane from the previous flight. My mom and I both had A group passes, so I wasn't so worried about playing "the game" for boarding. We were the last people to board in A group and still managed to get 2 of the three seats in the exit row with the largest amount of legroom.
The flight had a stop in MDW. You can imagine the disappointment of the people leading the A group in Chicago who found that there was only 1 empty seat in this exit row. They began to play 20 questions with me, asking if I had an A boarding pass (yes), how did they not see me in line (I wasn't in their line), oh did I preboard (of course not, preboarders can't sit in exit rows, duh), dancing around their utter disbelief that I got onto the plane before them. Finally, one of the FAs put them out of their misery, advising them that I boarded in Cleveland. This diverted the questions from me, to her (I thought this was an originating flight! - no.).
If people are so desperate to be first in line for their flight, then I think we should just let them be. Personally, I've found it is entirely possible to get the best seat on the plane even if you're the last person in A, and it's also entirely possible to get a "bad" seat even if you're the first person in A. I think more fights would be generated by people accusing others of cutting b/c their number is whatever, and just make it harder for people to line up just before boarding.
Oh, and stay away from assigned seats. kthx.
Since Southwest is currently a "point-to-point" carrier (as opposed to "hub-and-spoke") I don't see how it would be practical for assigned seating for similar reasons as the observations Blasthoff posted.
Living an hour from Love Field, I would be one of those people who "waste" a good boarding number because traffic in the D/FW Metroplex is so unpredictable. No matter how soon I leave my house, I can arrive at the airport 90 minutes to 90 seconds before my flight takes off. I have never missed a flight, but I have hurried onto a plane almost having the plane door hit me where the Good Lord split me, and I still got my preferred seat (aisle).
I live in Fort Worth and drive past D/FW to Love Field to fly Southwest when I can. For all the naysayers, there are plenty of other airlines for them to choose, but the "cattle call" is, for me, the best way to fly! I trust Southwest to experiment with different procedures and only implement the ones that are actually beneficial, even if they are "counterculture" to the rest of the airline industry.
Southwest, it's time for an intervention.
The problem is that you're stuck in the past.
There was a time when open seating worked wonderfully. That was back when flights didn't almost always fly at capacity. Those days are long over. Now it seems as if boarding takes forever as all the standbys and stragglers make their way down the aisle, trying to find an open seat (or those precious couples, hoping against hope that boarding three minutes before pushback that they'll find a pair of open seats).
This new scheme... it's not a step in the right direction. In fact, it sounds needlessly complicated and potentially irritating. I don't want to figure out your boarding fad of the week, and neither do most of your other passengers.
Southwest, it's time for assigned seating. Break the pattern of denial. You know it's true.
Please keep open seating. As a frequent flyer on Southwest ( my wife has had a companion pass for 3 years now) having the option to pick seats is great. With online check in an A boarding pass is usally available, if it means that much to you. In our case, tickets are usally purchased less than 30 days before the flight, with open seating all the "good seats" are not reserved and unavailable. With small children preboarded it is possible to pick a seat away from the cute little seat kickers, not so with reserved seating. For people with only carry on bags, sitting in the front of the plane and a fast exit is a small time saver, for the rest it's just a mad dash exit, only to get to the baggage carousel and wait. Travel an any airline today takes time and patience, Southwest does a great job for us.
I would be willing to use Southwest as something other than a "last resort" airline if a more organized boarding system such as you describe was instituted. Given the popularity of Southwest I am obviously in the minority but imagine the additional passengers (like me) that you could attract by making boarding more civilized!
I think this is a great start from Southwest. I do hope that they eventually go to assigned seating. I feel that you should be able to pick your seat when you book your ticket.
I am posting again...I think that assigned seating would be really good for southwest. I mean you can still pick your seat when airlines have assigned seating. most allow you to do it at check-in, I know we do. I do believe that assigned seating would allow for faster and more organized boarding. The "hub and spoke" has nothing to do with why other airlines use assigned seating and the "point to point" is done everyday in other airlines. At our company and most companies in the industry you have through flights or cont. service. The computer software will automatically know which seats will be available and which are not. SABRE which if I'm not mistaken is what already Southwest is using already has a software program to do just that. I just think it would be a good move for them to go to assigned seating. I mean it is bound to happen but the sooner the better.
My husband, a friend and I just flew out of San Antonio this Wednesday evening to Las Vegas. We did do the online check-in, and were nos. A3, 4 and 6. It was a treat to be able to sit and relax before the flight, and the crew at the gate were very informative on how the system worked. No more cattle call! When we flew out of Las Vegas on Saturday afternoon, I had checked in previously via my cell phone, and received A boarding (later found out they were 7, 8 and 11 - not fast enough fingers then!). We arrived at the airport 2-1/2 hours early, but had a drink before leaving. By the time we got to the gate 30 minutes before the flight, people were already standing in the A & B lines. We were the last to board from the A group, and if the system in San Antonio was in place in Las Vegas, we would have been right in front. Loved (or should I say "luved") the San Antonio process, and think it would be great for all airports, as there would not be much involved to set it in place. Aren't the numbers already on the boarding passes anyway? All San Antonio did was have either posts with the numbers on them or queue lines with numbers. It didn't look like there would be much to do in the way of preparing gates for this system. Thanks for the great flights!
Intersting experiment with numbers,. Just another way for the cheaters to cut in line.. As a very frequent flyer on Southwest (BWI-PVD and BWI FLL), I am beginning to agree with the assign seats group becuse of the cheaters. How many disabled poeple are NOT? How many people limp on and make believe they are disabled, while us early arrivals wait in line and let the late arriving alledgedly disabled people get on first and take all the window and aisle seats, even though I had an A boarding pass and got there two hours before lfight time?
It's time to stop the cheaters and assign seats...
MZ- A former Cattle Call advocate...
I really don't know where else to vent my frustration with the NEW rapid Rewards policy! So.. Today I tried to use a RR ticket again, only to be told there were no more searts available!!! I have been able to use 1 ticket since this was intstituted - on the 4th of July, when no one was flying!!! My request was a flight on September 30th at about mid day to KC from Chicago. The flight status on the internet indicated that the really cheap flights were sold out, but there were still 3 categories being sold!
I feel the new way of doing the RR is descriminating against SW most valued customers. For over 15 years I have been touting SW's RR program to anyone who would listen - the best thing out there - if there is a seat available on the plane to be sold, it can be yours!!! Blah, blah, blah!
No one will tell you how many seats are available - and my feeling is that when the "cheap" seats are sold out, SW declares there are no more available RR seats, so that we are forced to pay more for our flights!!! I feel that SW has figurted they will make more money this way. Why do we want another American Airlines or Delta type program? SW hooked us with their RR program and now they are letting us down!!
I know that the blackout dates were sometimes a pain, but the majority of us expected this and consequently, we PURCHASED these seats well ahead of time and used the RR tickets for last minute travel, or schedules that were uncertain.
As a self-employed individual, these tickets were a life saver to me to be able to get onto a plane the next day and fly to wherever I had to go at the last minute. These tickets were also excellent for family emergencies etc.
If enough people feel the way I do, PLease contact SW and let them know. Now when I get on a SW flight, I let everyone know about the changes to the program and to make them aware that they will be terribly shocked when they go to use one of these tickets which they have been saving for that emergency situation - and they cannot use it!!
I must say I'm very excited to see such a broad spectrum of reactions to our test. Let me give a little history on some of the tests we have done. Last year we tested different boarding methods with both assigned seats and open seating. These tests were conducted in San Diego. We tested for impact to our turn time and feedback from our traveling Customers. We took it a step further and tested in a different market, San Antonio.
Thanks for posting your comments regarding families, preboarding Customers, and paying extra. We need to and do look at all areas that surround the boarding process. We have to remember to keep it simple. Nowadays there are so many changes with the airline industry. We just want Customers to be able to conveniently get their boarding pass, via Internet, PDA, or airport, then have a pleasent and relaxed experience with the boarding. Keep your ideas coming. I've always been so proud to say we listen to our Customers!
Dear Southwest, please stop mucking with the boarding process. The current system is the best thing about your airline! I can't imagine having to line up in order, 1-139; that would be awful.
SWA has always been a pleasant airline to fly. I have never been a fan of the "cattle call" boarding system, but on-time flights are much more important. On-line checkin is great, and I believe the testing in SA is a step in the right direction also. Finally, if all airlines limit carryon baggage to a woman's purse or a man's briefcase, all boarding and deboarding would be faster, making turn times faster and more profitable, not to mention security checkins would be simpler and faster. Keep up the good work SWA and thanks for years of great service.
Your assigned number boarding priority plan seems like a great idea. I usually check in online and get an A pass but I cannot stand in line for an hour or longer in order to get an exit row seat which I prefer for the extra room. I would hate to see you go to assigned seating because I don't have the flexibility to book my trips months in advance and I think it slows down the boarding. I will anxiously await the results from your SAT test.
I flew out of John Wayne Airport last week for the first time in many years. I really liked the way the seats were arranged perpendicular to the boarding podium. Everyone just took a seat and stayed seated until it was time to board. Very civilized. I know you don't have room to do this at very many airports but where you do it is a great idea.
I travel with my family, so having open seating means we have to be at the airport REALLY early in order to have all 5 of us sit together or in the same area. Not young enough for pre-boarding, but too young to sit by themselves. So I've stopped flying SW and gone to Frontier where we can all sit together.
I have to react to Don's suggestion that carryon baggage be limited to a woman's purse or a man's briefcase. First, I find it sexist that he doesn't just say a briefcase or purse but assumes that no women carry briefcases. Second, I cannot imagine letting go of my laptop when getting on a plane. So I need a bag that will hold it allowed as a carryon. I don't abuse the carryon rules, but if I am travelling abroad or to an important event I want a rollaboard bag with a change of clothes. I was under strict orders from my mother to carry on my bridesmaid dress for my brother's wedding. When we bought the supplies to have the dresses made my luggage was damaged on the trip home. By some miracle, all the supplies survived intact and only my brand new (never wet) bathing suit was lost. I did not want to tempt fate by checking that dress again. Nine times out of ten I have very little to carry on, but on that 10th trip I need what I need.
My husband and I travel on SW almost exclusively. Southwest is by far the absolute best domestic airline. In regard to this question of boarding; the quick turn around and the on time arrival is an important advantage of flying SW. The "cattle call" lineup is a myth. If you have an " A", don't worry you will get the type of seat you desire. If you have a "C" , relax, you will get the left overs, which will probably be a center seat. The only group that is on the edge, are the B's, which may want to stand in line OR walk around the airport and get some exercise, which will make you happy to sit down, even in a middle seat. My recommendation is for SW to keep it simple. I think most of the FF have "A" seats, as they checkin online.
Susie, For the folks that don't like standing in line and rushing for the the best available empty seat, Southwest should create a new super category of elite business organizational leaders of America. It would be abbreviated as EBOLA class. Charge them an extra $100. for each segment of their trip. Half of the EBOLA class surcharge would be used to subsidize the remaining cattle class passengers. Assuming that there are 135 seats on the average 737 and 120 passengers opt for EBOLA class. Southwest has an additional gross profit of $6000. and the 15 cattle class passengers share $6000. which would be $400 each. If my math is correct, a group of professional cattle class passengers would develop because by flying on two short segments say from Providence to BWI each day five days per week, one could earn about $600/day which is $3,000 per week. Just kidding. Why don't you figure out how to keep the airplanes flying safely-on time-at the lowest available ticket price, and I will adapt to whatever system makes all of this happen. After all who wants to mess with EBOLA.
...not sure about the whole boarding card using the letter number combo. I fly swa to work up to 6 times a week out of Midway and I like getting my 'A' and then chosing whether I want to be the first 'A' in line by leaving my house at 4:30am; or the last 'A' by leaving my house at 5:15am. My only request is that you work with the airport when they lay carpet in your gates and put a stripe down for each letter. Red for A, Blue for B, and White for C...something to that effect. Less line confusion. Keep up the good work swa!
I have enjoyed flying on Southwest for years because of their convienent n/s service from Islip to Florida, Chicago and Vegas, and their low fares. Open seating is nice because I know who I'm sitting near before sitting down. If there is a whining 3 year old behind me, I will know that I don't have to sit near he or she... I am happy with the current ABC no number policy because I can almost guarentee a good window seat with card A at home the day before without the stress of leaving extra early. The new process will create a bigger cattle run at the computer. Fast reflexes has nothing to do with being a loyal passenger, and is not worth it! Me and many other Long Islanders don't not want to go to JFK or La Guardia and get stuck in traffic on the LIE to get the same n/s service on another airline!
A flight on SWA is always a pleasure and we like open seating. The numeric position on the boarding pass is a great idea and would eliminate the need to line up early. Sounds like those who have experienced it in San Antonio appreciate it, so let's try it! The convenient online check-in simply avoids standing in line at the check-in desk. Ticketless makes it so easy! As for pre-boarding, someone mentioned parents wanting to sit with their "little darlings." Of course they should sit with their children, and should be pre-boarded without question! By the way, we start with Rapid Rewards tickets. I can't imagine not getting tickets free by using our SWA Visa card. AND, if you haven't spent a little time on the phone to SWA, you're missing something. I tell people to call when they can get put on hold and get a good laugh! Any business that can be that creative must be trying to make things work for the customer! One little comment while I'm here.....Some of us can't eat peanuts but would enjoy a different munchy. Thanks for a good ride and all the laughs at the counter (back through the years) and on board. I can't help but smile at the pilots and crew on the way out.
What impact does this have on people traveling with small children? Will we no longer be able to board among the first to get settled before everyone else clogs the aisles?
Current boarding system is ok. Could be tweaked to allow numbers in the groups so that eveyone is not standing thirty minutes before the flight arrives. People are like sheep! Also need to make provisions for families traveling together in pre-board. It would be nice if the CP holders got to board early or always an A. Seems like a small perk to SWA's most loyal customers
Please continue to experiment until SWA gets to the real answer; assigned seating. As someone mentioned earlier, as more and more flights are at or near capacity, the "aggravation factor" of the current pre-boarding abuses and boarding procedure increase.
As one who has enjoyed a companion pass for ten years, the economic benefit my wife and I enjoy when flying SWA is about to be out weighed by the "aggravation factor".
Wasn't it great when SWA flights were regularly on time and investors found SWA a good investment?
Ever noticed how any posting on any blog or forum about SWA and assigned seats and/or changes to the boarding process always results in many, many posts?
I think this is an great idea. I typically am around a computer and am almost always able to have a number less than 5 on my boarding pass. It's frustrating when you can't grab a bite to eat prior to the flight without worrying about your place in line.
I hope this rolls out systemwide. It would be an excellent improvement.
I am fearful that the corporate brass is going to ruin the RR program with SWA. It has been the most user friendly and simplest program to utilize. I search out flights on SWA to gain credits and purposely use partners for hotels and car rental. If changes are made that make the RR tickets more difficult to use, it will likely the purchasing habits for me and many of my co-workers.
I travel on SW a lot for business and am still amused by the Group A "squatters" who somehow feel that the row of seats leading up to the Group A gate, or B or C somehow entitles them to a spot in line. My theory: If you want a place in line, you should be willing to stand WITH your stuff. No dropping the bags and sitting elsewhere. I've been impressed with the cities that keep rows of seating away from the A, B and C gates. Anyone else have thoughts on this?
I have an idea, why don't you let the business travelers like me, who pay full fare 90% of the time board 1st, we are the customers driving your profits up. Call it Southwest Airlines 1st class!!!!!!
I personally think the new boarding procedure might work, but there will be definate kinks. I fly every two weeks back and forth and frequently see late arrivers with A boarding passes . I am one who gets online at 2 minutes prior to the 24 hours to get my A pass but that is good for me. I do not jump up when the first person is in line. I do think however having a gate agent at every gate not every two or three would help and asking the passengers to wait till A's then B's announced would be good too As long as southwest continues the non assigned seats i am one happy camper. No offense parents but i always let the little ones go on first and if there is a sneezing coughing passenger thatt is not where i am sitting..I also appreciate the ease and non charge of fees to change a flight even at the last possible minute . I often have to do this and very frequently have several credits in my account but this works well for me. I love southwest please don't change too much.
I also want to add that i hope these new procedures do not affect preboarders of little kids and families and most importantly those who need time and assistance. Would like to see more seats available for preboarders often see people with canes and the like trying to stand in the preboard area no where to sit.
I'm hoping the new sceme works; anything is worth a try. I enjoy SWA, and think it is the best commuter airline out there. Its safe, reliable and has great employees!
The only negative with the airline is the dreaded "cattle call". I fly at least twice a week and usually end up near the front of the line anyway. What is really frustrating are those inconsiderate passangers that ignore the people waiting in the seats near the front of the line, and cut in front of them anyway without asking "are you in line" (by the way, I agree with the comment about squatters too...you just want to grab a TSA agent and remove the bags!). The airports I fly in and out of have poor seating arrangements near the boarding gate. The seats sometime line up with the three boarding rows, but they are set back far enough so that people automatically cut in front of those already sitting in place.
I think ticket numbering can be successful if SWA streamlines the boarding areas and makes it clear the numbering sequence is place. Either that, or load the plane from the back first! There is nothing more frustrating than missing a connecting flight because several passangers significanlty delayed the flight during the boarding process by trying to figure out why their oversized carry-on luggage doesn't fit.
I think SWA should leave well enough alone. Your filghts are almost always on time, your flights are normally fuller than flights to the same areas with other airlines and the flight staff is always friendly and helpful.
I only fly SWA when booking my own flights. Recently I flew with a friend whose husband booked our flight and I had an assigned seat. Our flight was late, the staff unfriendly and I plan to continue to use SWA exclusively.
I feel it would be unfair for someone to arrive at the airport just as the plane is about to board and step to the front of the line. What about giving out a number as you arrive at the airport if you really want to change things. But you used to do this system and it required staff at the gate for a long time prior to the actual flight departure which would increase the cost of doing business, thus increasing the final fare cost.
PLEASE, if it ain't broke dont try to fis it. SWA is doing fine and should leave well enough alone. LOVE FLYING ON SWA!!!
I like the new boarding system and I vote to keep it.
Travelled out of San Antonio today and was introduced to the number assignment boarding pass...this was great! Didn't have to stand in line for over 30 minutes to get the choice seat that I wanted which made it easier and it seemed faster to board the plane. Everyone seemed to be much nicer than when we were just standing in line......hope this can be implemented in all the cities where you fly.
I fly Southwest several times a year, but absolutely agree with SeanÃ
Sound very similar to what I suggested in my comments on the
"A Message from our CEO Gary Kelly".
I wrote it on October 1, 2006
http://www.blogsouthwest.com/2006/06/21/a-message-from-our-ceo-open-seas...
Sounds like a great plan. CanÃ
Southwest is moving in this direction so that they may charge for preboarding and certain seats
For those who posted problems with the Southwest boarding method, pay attention to the process next time you have to fly someone else. I have to believe you don't fly much. Most of my flying (which is weekly) is on SWA, but when I do have to fly with others, I watch the process and the time it takes while most passengers stand listening to; "zone 14, zone 13, zone 12, Bueller, Bueller, Bueller, etc."
Sadly, I don't see the American traveler as smart enough for assigned seating. Invariably, there's a conflict with the guy who sits one row behind his assigned seat. He then has to fight his way through the oncoming passengers to get to it, and upon landing, fight his way back to get his lunchbox in the overhead bin.
As Judi wrote, "If it ain't broke, don't fix it."
I was fortunate enough to experience the pilot in SAT recently and absolutely LUV'd it! Not only is it a great process improvement it also builds in an element of equity. If someone plans appropriately and checks in online 23 hrs and 59 minutes prior to flight time (or as early as possible) then obviously it is important to them to be in an earlier boarding group. They should not then feel compelled to arrive at the gate 2 hours before boarding to ensure they are not last in their respective boarding group. Nor should they feel that they can't leave the line to use the facilities or grap some food. The "clusters of 5" approach is also a great idea to handle those passengers that take their position number LITERALLY! It is also a wonderful improvement to have families with children board after the A group (unless they checked in early and received A boarding group). I have been frustrated on numerous trips to see a herd of 8 adults preboarding to accompany a single child. The signage requires some improvement (I wasn't sure which side of the robes to be on) but thats peanuts to fix. All in all I feel the piloted process is a wonderful gift of efficient excellence not only for us loyal LUV passengers fly but it will also help to keep unnecessary costs down - which means LOWER FARES for all of us! An important reason that many of us still are proud to say, "I fly SWA!" Thank you for your quest for continous improvement when it comes to your customers.
I wish that both past (San Diego) and current (San Antonio) could have been filmed and posted as a "YouTube" video, so we can see and get the full flavor
of each of the methods. The San Antonio method places connecting passengers at an advantage and those who are flying out of PHX, MDW, LAS, HOU, you will notice that you won't get your A-1 even if you are logging in 23 hours 59 minutes and 59 seconds before your flight. Example: If I'm flying to Austin from Sacramento and I select "1131/125 PHX/1" I will be picking off your A-1 (on Flight 125 Phoenix to Austin) at 10:55 AM as a connecting passenger from Sacramento.
I fly Southwest quite often and the only thing I don't like is standing in line waiting to board.
And there's always the person that complains in line when they think someone cut in front of them.
I like the new Idea but I thought It should be in three groups of ten within A B and C Your ticket would read
A 1-10, A 10-20, A 20-30 ... B 1-10 and so on. without giving sequential numbers. Then it's easy, most people won't fight over 10 seat positions. Then you can call by groups and people won't have to figure out where they are in the line up.
If you guys adopt this I want some free miles ! Good luck SWA
As a new comer to Southwest, previously Gold with Northwest, since moving to Vegas, I am very much in favor of the San Antonio boarding experiment. Frequent flyers "care" where they sit. I myself try to get in "Southwest First Class (exit rows) even for the shortest flights. Confirming on line 24 hours in advance had not been a hassle. I feel rewarded as a business flyer that I am able to get an A pass, until I reach the airport, and find other early arrivals letting friends and family join them in the line. (with the current boarding system you should arm each gate agent to prevent a riot!)
Please expand this experiment ASAP. And while you are at it, clean up the early boarding process! Kids ok, old folks, off course, but when 1/3 of the passengers are on board before the A line, you know that this early boarding is being taken advantage of.
JUST SAY NO!
I just read an article stating that Southwest has been expiramenting with putting families on board last . Great idea when ever my wife and I travel with our 3 children 8,6,2,(two of which are speacial needs) wet til the very end. The last thing kids want to do is to be confined in a small area so why torture them anymore than need be, not to mention the peace of mind for the other passanger I Love my kids but they are loud . So anyway good thinking Southwest you have considered everyone involved
Fred,
I think you misunderstood the article. First off, families who have A boarding passes board with the A boarding group. Then in our tests, the rest of the families can board between the A and B boarding groups. At this point in the boarding process, there are usually still many seats togethers for families, and it allows them some time to settle in.
Brian
Wonderful to read the posts of those who understand the Southwest Culture and the business pressures behind this experiment. As a CP holder and a passenger that does care about my seat selection, I mostly like this idea. I have the following thoughts:
What of the "Boarding Pass" software and websites? While I understand that they are necessary at times with very frequent fliers (think of being in the air when your 24 hour window opens!) I generally frown on them. Perhaps they should be allowed to exist, but only able to access the system after the first 30 minutes of online check in have passed, allowing those sitting at the PC a fair shot at it. I have noticed recently that the online check in system becomes "unavailable" for up to 10 minutes just after the 24 hour window opens. I have to wonder if this isn't in part due to the afore mentioned boarding pass websites and/or software clogging the system.
I might suggest allowing CP holders the ability to check in an hour earlier than others. This would give your true core frequent customers a way to check in and be more sure of a good A-1 etc pass. You might also consider enhancing the system software to allow customers who are on a flight when their 24 hour window opens to check in some time before that.
I like the SAT system in principal. I especially like that families board AFTER the A group, if they don't hold an A pass. It seems more fair. I have often thought of creating a "rent a kid" airport kiosk business to help those with C passes board early as a group. Of course, I'm joking, but it is a point of frustration for many core travelers on WN.
Like many, if not most, of the frequent fliers I have read and spoken to, I prefer the open seating plan. Not just as a personal preference, but as a reality of WN and its success.
We all have choices when we fly. I applaud WN for understand it's foundation while still being open to improvement, but never at the expense of it's success!
LUV is in the AIR!
I fly Southwest very frequently and I personally agree with the system as it stands. It has held up for over 35 years. Personally, I did like the old boarding card system better.
In my humble opinon if you want to get a good seat, it's first come, first serve and stand in line! After all these are peanut fares, not Delta Crowns.
The calling of boarding groups divided by letter and number groups would be a better change than what is happening in SAT.
Honestly, if you still assigned the numbers like you do currently 24hrs prior, then split it up as they board there wouldn't be such a rush to the gate.
Start with accepting general boarding at goup A, 1-20. Then proceed with group A, 1-40. (still stating 1 through, incase someone with A8 was in the bathroom and didn't get back in time to board with the 1-20 group) Then finish group A, 1-60. Now then Start accepting boarding group B, 1-80. Then follow with group B, 1-100. Then group B, 1-120. Then board group C, 1-140, and then end with final call for the total number of passengers on the plane 1-whatever that number is.
This system should satisfy everyone for the most part. If people are hell bent on being the very first person in line, then they should get there early. Life isn't always 100% fair and these people moaning about a few people being in front even though they get there 'early' apparently don't fly enough to ever be first. Or maybe they will never be satisifed unless they feel they can take the easiest route to get to get ahead of everyone else.
Customer inconsideration and APATHY is what slows down turn times!
I see it all of the time.
If people aren't actively trying to line up get on the plane, then they lose the desire to act in a timely matter to get on the plane. But most customers don't look at the big picture "get on the plane and get to your seat ASAP so that we can get to our destination faster."
Unfortunately it's true, people are sorta like cattle, they need to be 'prodded' (given an insentive of being able to choose their seating first) to focus on being expedient in their boarding.
Other than implementing the system I outlined, the system should be left as is. These people who are new to the whole Southwest way of travel just don't understand that there's a reason Southwest is doing better than all of the other airlines. I love the fact that if can't plan ahead and I need to get to an emergency meeting in Houston that I can purchase my full-fare ticket online, check-in online, arrive at Love Field 45 min before my flight and still get to choose my seat. OPEN SEATING is what keeps me flying SWA everytime, even when I can sometimes get flights cheaper on 'Bigger' Airlines!
Listen to the people in your Hub City, who have always LUVed you and have supported you from the beginning!
Nick from North Dallas,
How about a Ã
Add me to the people who find this a big improvement. our local airport, BUF always has lots of pre boarders, so the "anxious A" people are in line a full hour before the plane leaves, almost always before the plane lands.
Add to that the problem of finding a business center to print our return flight boarding passes while on vacation, and I would much rather have assigned seats.
In a related question, does anyone know the brand and model of a very small travel printer that will print the passes so they will "read" properly? Or can anyone tell me about what definition the printer needs to be for the passes to "read". Thanks.
Paul
I flew through the SA airport with the new seating policy and it is a step in the right direction. Southwest will still never become a favorite of business travelers until 2 things much more important to business travelers are addressed. One why is there no loyality program, so that folks that fly you most are assured of the coveted A boarding card and two, why do we still have to pay to go standby if we are smart enough to book ahead to have a good rate. The only way SWA still rates high is because they still do a fair job in leaving the airport on time. So don't mess with the things that are not broke and work on the things that really matter.
About printing passes while on a trip:
You might consider that you can Check in and NOT print the pass when it is displayed. When you get to the airport, just go directly to the ticket area (or other area... some airports have kiosks where you can get boarding passes without going to the ticket area) and reprint the boarding pass. Its still just as valid, and it saves you the trouble and expense of finding a printer. You can also check in on your web-enabled PDA or cell phone. Try it out at mobile.southwest.com
We are rapid rewards members and fly Southwest often. But we booked AirTran for 11 flights in January / February. My husband and I are swapping off with trips to the northeast to pick-up and return elderly family members for their winter vacations with us in Florida. With AirTran I could get seat assignments. I had to pay $5 per person / per flight extra, but we know we are all seated together close to the front of the plane. I'm over the cattle call...
I think this is a splendid idea of not only assigning the boarding group, also assigning your place in line in that boarding group. However, if Southwest wants to implement this boarding procedure systemwide its computer systems need to be secure from these so-called "automated" web services that claim to promise you the coveted A boarding group. After all, being a loyal Southwest traveler myself I would not - repeat not - spend any of my hard earned money to pay one of these web services claiming to get you an A boarding group boarding pass when you can do this online at Southwest.com for free. Besides, I would save that money towards a rental car and/or a hotel room.
Additionally, if someone wanted a specific seat on the plane (such as a front bulkhead seat, for example) I would not mind paying Southwest for the privilege of doing so. This would be a lot better than purely assigning seats like the other airlines do.
Susie,
This was a great blog piece and explanation of some of the ideas being tried out. You were bound to know when you wrote this that there would be no shortage of comments!
It seems as if many of the responders above me are saying two similar things; one, we want Southwest to explore ways to make the boarding process easier and more efficient and two, we still value open-seating. From what I read, a lot of Customers appreciate the necessity to keep turn times to a minimum while still trying to figure out how to make the entire flight process as enjoyable as possible.
I think it would help to bear in mind that there is no perfect solution. I can remember seeing people lined up at empty gate counters 30 minutes before the one-hour preflight opening just to get that coveted plastic number 1. Whether it is online check-in, curbside check-in, a random lottery system or the bribing of some airport executive, there will always be someone who feels that they got the short end of the stick.
However, we need to keep in mind that we're talking about Southwest Airlines, the low-fare leader in aviation. I've waited an hour or more for a table at some high-end, fancy and exclusive restaurants, even with a reservation. There are also times that I've walked right in to a fast-food restaurant below the sign with the golden arches, gotten my food and sat down within two minutes.
I have seen fares from cities in the thousands of dollars for last-minute trips of several hundred miles. At those prices, I expect a certain level of service. When I'm able to book a flight on Southwest with a day's notice for less than a couple of hundred bucks to many places, it is hard to gripe or make apple-to-apple comparisons.
Let's give the intelligent folks at Southwest enough credit for not throwing the baby out with the bathwater and trying to find ways to "tweak" the system and not completely dismantle it. The Employees are interested in what is best for the Company AND the Customers!
Kim
Who has been FIRST to board some planes and LAST to board some planes, but always got where I was going :)
I think Southwest should just bite the bullet and go with assigned seating. The current A,B, and C system is broken. As it is now, even if you do queue up in your proper letter corral to get a good seat, there is no guarantee that you'll get a good seat, because as soon as the gate attendant calls the letter, it seems that miraculously dozens of people magicallyy pop up and jump into the line where they claim they have had their space "held" by a piece of luggage, a friend, or an invisible piece of paper.
My elderly mother and I experienced this first hand in Philadelphia last week. We waited for 30 minutes near the front of the A line only to have 20 or so people jump into the line ahead of us as soon as the letter A was called.
As long as people persist in violating the spirit of the system, it can't work. Go to assigned seating. i can't imagine it would cost that much more.
Hi Susie,
I wish I liked it as I can tell you really put some thought into it. But I really do not. We flew from San Antonio on Monday and it just seemed to make things more difficult as the post said 6-10 and number 9 was in front of number 6 and were about to fight over it. We fly Southwest all the time and love you!!!! We make a living traveling and like that we can control when we board by when we get to the airport and line up. We fly with guitars and no one treats us with more respect than SWA. I have told many a musician that if they are not flying Southwest they are just wasting money and time.
I know that you have floated the idea of assigning seats as well, I pray that it does not come to that as we really like the current system. I know that eventually if you changed it then people would adjust but I really hope we do not have to. We fly you even if you do not go into the city we are flying to, ie when we go to Cedar Rapids we fly into Chicago and drive because we know can board early and get our guitars up and out of the way. A roller bag can go in front of the neck but we can not get it in if they get the bags up first. If your boarding process becomes the same as everyone else than there would be no advantage to us. We actually spend more by driving the extra distance with the current gas prices, but feel it is worth it for the ease and security of carrying our instruments on.
Thank you for always trying to better the process but please go back to the ABC.
best,
Terry
disappear fear band
Catherine, did you still get on the plane?
Did the B and C groups get put into a "trailer" that arrived 30 minutes later?
Blog Boy is right: the whole plane gets to the destination at the same time.
If you value assigned seating, by all means fly an airline that features it. I will happily keep flying Southwest because we know what we're getting and what to expect.
Isn't the free market wonderful?
this is just making the situation worse for me
I flew out of San Antonio on August 30th and loved the new boarding procedure. There was no "rush" to line up and then wait 30-40 minutes before an aircraft arrived at the gate. Once the plane arrived, we lined up in groups according to our letter and number on the boarding card. It was a very smooth process and all the customers around me liked this new system of boarding. On my return from Orlanda, I only wished that this same process of boarding was used in that station. The new system works well and I hope it is something that continues to all Southwest citie. For those of you that are skeptical, don't knock it until you try it! Change can ge a good thing!!
I had an experience at the SWA boarding in Las Vegas yesterday.
We arrived at the gate to find 6 people ahead of us in the A-LINE, so we asked where the end was, and joined the line.
Since the wait was approx. 1 1/2 hours for the plane, we were all sitting in the chairs, when a younger person walked past us, and went up to sit down on the floor at the beginning of the A-LINE.
Needless to say all of us were shocked that the person would do that, and what really shocked us was that the person refused to move until we found an SWA person to help convince the person to take a proper place in line.
How do you resolve the issue of those people who do not wish to follow the proper place-in-line technique ?
I have now flown out of San Antonio twice in the last month (normally out of Austin so it's rare to fly out of SA), and I really liked the new procedure. Granted, I have been lucky enough to get low A's both times, but it really makes things so much easier. It totally takes the CHEATERS out of play. If you are A1 then you are A1 - no if's, and's or nuts. I wish this were everywhere so that I wouldn't have to explain to people on a (almost daily) basis how a "line" works - where people who are standing in front of you are considered - IN FRONT OF YOU. People don't respect the line and there are way too many people that try to preboard. Those of us who are patiently waiting in the cattle call line are always penalized. The San Antonio boarding process was easy, fast and so much less stressful!! Bring it on!
I haven't flown out of San Antonio yet with this new procedure, but it sounds good. I fly on SWA a lot (25+ times per year) and I LUV the open seating method. My gripes (and my associated suggestions) have to do with how Southwest counter agents handle (or don't handle) the situation at the ABC corals. In many SWA gates at many airports I've flown into and out of (mainly in the Western U.S.) it seems that there is no SWA representative overseeing the ABC ticket corals until the pre-boarding process begins. Consequently, there is no one with any "official" authority reminding passengers that can't "save" their place in the A line by leaving a piece of luggage there. Only one time have I heard an SWA rep announce over the gate's P.A. system that placing a piece of luggage does not "save" your place in line. If SW would pay a bit more attention to what's actually happening at a gate in the 45-60 minutes before pre-boarding starts, and laid down some rules (e.g. you can't save your place with a piece of luggage) I believe that would avoid some problems and make us regular SWA customers feel more at ease.
Also, on this subject, I never can understand why able-bodied adults have to sit in chairs prior to boarding an airplane where they are going to sit in chairs for the next 2-3 hours? What's so hard about standing in a line for 45-60 minutes when you are waiting to board a (nearly always full) airplane and then sit in a chair? I can understand needing to sit if you are elderly, very young, or not in full health, but for all of you others, why not just stand in line? Why do you insist on sitting in chairs and pretending that you're in the A line, and then rushing to get in the line once pre-boarding is announced? Just my $.02.
It is nice that they will try it first but it really will not improve anything. Just another thing to think about. With the cheap prices, is change really that necessary? I mean - if I wanted more I would seek out an airline that has 18 inch seats (Southwest is 17) and I would pay the 20 bucks more for the ticket. But for the price, the service is fine and adequate, I think.
Companion Pass and Y ticket holders first, then ABC...That would be nice.
I think that this idea is great except the making families wait to board. My daughter is now 3 and I have flown with her by myself probably 30 times. I always get an A boarding pass and am always there really early - I have encountered many many many people who really get quite mad that I even bring a kid on a plane- even though she is very well behaved- stays in her car seat the entire time- and I am extremely well prepared (dvd player, markers etc etc etc) at least by letting the people with kids board first- than all of you grouchy people out there can opt to sit as far away from those of us with kids (who by the way do pay for their child to be on that plane- ) but if you choose to let all of the A's go first- than there may be people who get stuck sitting next to a kid for 4 hours (you would be surprised how many people have actually yelled at me for my kid bugging them even though I sat down first and they could have easily kept walking and sat somewhere else- ) And yes- there may be plenty of room after the A's board- but how about plenty of window and middle seats for a mom with a kid in a car seat?
I understand that alot of people use a plane to commute- and fly frequently- but can you all just realize that people with kids (especially those of us with kids over 2 who are paying full price)- have every right to be there- and that your own kids at home act the same exact way that my kid is acting... please just have a little compassion for a poor mom who is stuck alone on a plane with a kid because her husband always has to work......
And can I take this time to mention that out of my 30 flights with my child- every single one of them was absolutely fantastic because of the flight attendants- they are the nicest kindest people ever- and they do seem to realize how hard it is to travel with kids. I think that they have a very hard job- and I always make it a point of thanking them numerous times.
Since the seats are all the same size why do people want assigned seating? If there's a fairly full flight coming in and you're scheduled to get on it, it won't make any difference if you really want a window seat and can't get one because they're all full. As dingy as I can be I almost always remember to go online and get my boarding pass ahead of time.
Something else I don't understand. If group A is allowed to get on first then they usually (but not always) get the seats they want. Group B follows after group A is pretty well seated, then group C. How different is that from assigned seating except that first-on get the seats that they want (usually) and B and C get what's left?
I may as well add my complaint. I wish they'd ban suitcases in the cabin. I get so sick of standing there (bent over if I'm next to a window) waiting for people to drag their crap out of those overheads.
I hope they never go to assigned seating. :)
Does the new way of boarding now exclude priorty boarding for those traveling with an elderly person?
By the way, glad to hear you are not going with assigned seating! Being a long time customer and ex employee of SW Airlines, I think that is great. That's why alot of people fly with SW as well as the company's integrety and great customer service.
I think this is a great idea. I dispise assigned seating.
It is a sport in our office to see who can get a boarding pass first for their flight. This will make it even more fun!!
What if part of a family is in one number group and part in another? I didn't see this referred to in your FAQ's about the new boarding system.
Also, it is a bit annoying not to be able to ask these questions through email. There isn't always a blog posting that is applicable to what I need to ask.
I'm not sure why SWA thinks people will suddenly stop standing in line, simply because a number exists. This change in policy has a huge negative affect on families with lap children and when I called SWA today, they had no answer to my concern and the rep, Brittany, just kept telling me (5 times I counted) that this change was "better for everyone."
If you travel with a lap child, you CANNOT check in online. You must do so at the airport, no more than 4 hours before your flight. Suppose you arrive at your airport 1.5 hours before your flight. No way you're getting an A boarding pass. However, your spouse and older children are able to check in online. They receive A boarding cards. SWA encourages online check in, but now, an entire family is penalized (read: boards later), because a lap child is involved. How is that possibly fair? Since individuals with disabilities still participate in normal preboarding (as they should), families with small children (in particular "lap children") are the only ones getting the short end of the stick.
How does an airline that is "family friendly" possibly justify that? Worse yet, because they have been touting "family friendliness" as the reason for some of their bad press lately (i.e. telling women in short skirts and low cut shirts to cover up?).
I would love an explanation for this!
Cudos to SWA!!! #1 I have been a RRW member since 1982! We arrive at the airport AT LEAST TWO HOURS IN ADVANCE, even though we check in online! What's wrong with these people that show up 5 minutes before the flight leaves and they expect everything to be on hold for them! My wife and I have been flying SWA for 23 years and we are loyal customers. We've brought her parents and siblings out here for the last 7 years via SWA. In 23 years, we've never had lost baggage or delayed flight for more than 30 minutes. Our only complaint has always been about the pre-board families. We've seen pre-boarders with (1) one baby and 6 adults! Now, that's not fair! The policy you have just enforced is great! We agree with SWA, move it or lose it!!!!!!
I, for one, would never fly an airline that did not have reserved seating. It's like trying to get on a cattle car with absolutely no room in the overhead bins. Lufthansa and many other airlines in Europe had open seating and, as a businessman, I refused to fly with them. I don't know who you surveyed in San Diego and other areas but you should expand the survey as the only people in favor of open seating are those occasional travellers with kids and they are not the bread and butter business traveller that will sustain your profitability.
One of the reasons I fly SWA is the open seating policy. When the aircraft arrives, we are seated and away from the gate in a much shorter time than other airlines. I think the new twist will be welcomed by those who hate standing in line.
I don't have children but would rather see families with small children board first. I say this for two reasons: 1) it is difficult enough to travel with small ones and 2) it they are boarded before I get on, I can choose to sit away from them rather than having them choose to sit next to me.
Bottom line: do whatever you must, but please DO NOT assign seats.
I'm one of the most frequent fliers on SWA and am very excited to hear about this so that I don't have to sit there and keep my place in line. Some of us do have our favorite locations to sit, and love the ability to change if we don't like a rowdy or noisy group sitting right behind us. You have no choice to move on most other airlines. The only thing I think is lacking here is that if your itinerary is changed by the airline itself due to delays or missed connections, they should give you an A regardless of what you had on your original boarding pass just to be fair. I've had an A in the past and my flight was canceled or late which made me miss a connection, only to get a C on a full long flight where I had to have a middle seat even though I was in the lowest numbers of the A group on the flight I was supposed to take.
Kudos to SWA for solving the REAL problem (the long line-up and hold process) and not caving into the people begging for assigned seats who just want the airline to be the same as all the rest for the sake of being the same. I can't tell you how many times I've flown the rest and am always in the last boarding group no matter how much I paid for my seat or its location, and how rarely I can select a window or aisle seat when I purchase tickets on those other airlines. Quite often the rest of the other airlines don't let you choose a seat anyway - just 2 weeks ago I was unable to choose seats on one of the larger carriers online, and they said I'd have to wait until checkin to do so. With an early boarding group at SWA I can almost always pick a seat I want and sit with (or away from) who I want.
Way to go SWA! You really came thru on this one
Thank You Southwest! You still have got what it takes to "take" business away from the other carriers who don't bother to run on time. I've always wanted to say to the top airline executives, like at Delta who's reliability has taken a dive--- pardon the pun--- "ok I'M on time and you're leaving 30 minutes late, would you wait for ME if I were 30 minutes late?" We all know the answer! Sure it has been a little of a pain in the past to arrive 2 hours early to get in boarding group 'A' on SWA, but why not reward those who plan and arrive early? I'm certainly ok with that. I look forward even more to the new process. As for boarding early with kids... that has never been necessary. If you walk slow or need help with kids, it doesn't matter what "order" you board in, help is ALWAYS available at the gate and the plane has never left without you and never will. And I have kids!! THANK YOU SWA from A very loyal (and even more now) customer. :)
I am happy with the new system BUT with a child now it sucks!!! People don't want to sit near or next to us so putting us together at the start help people flying with kids not feel so bad for the people flying without kids! We have tickets for several trips but will now have to factor this into the cost... emotional cost. I know it sucks to fly next to a crying or fussy kid so I feel bad as a parent but did not feel as bad when we sit all together.
Maybe you just put us on first and all in the back??? We hope this works but don't think it will!
I am thrilled to hear of the new boarding procedure !!! This is why Southwest is the best airline ... they actually listen and do something. I have always loved the open seating -but with the new changes - it will be even better. Thanks Southwest for always improving !!!!
I am disappointed to learn that families with children will no longer be able to pre-board. I have recently went from "business traveler" to "mom" who travels frequently alone with the baby. It takes some time to get situated with a child when you are alone and do not have anyone to help. If you board between the A and B group or even in the A group, you will have to deal with other passengers being rude and impatient as you try to get situated in a comfortable seat with a child.
In addition, you are not allowed to check in online with a lap child and the last thing I want to do is take a 6 month old to the airport by myself for any time longer than necessary. This new process also eliminates people who do not want to sit next to children the choice. Some passengers do not want to sit anywhere near a child - which is fine, but this new boarding process eliminates that choice.
I understand that some families take advantage of the pre-boarding (ie. 1 child and 6 adults), but I would rather you address those situations individually rather than encompassing all families. The article I read stated that SWA "did not know" how much time this new boarding process would save - I find that hard to believe that this was not tested. In order to make a change of this nature, you must understand the benefits.
Unfortunately I see this as another "thorn" in our new world of traveling. It is bad enough to have to deal with inconsistent security guidelines at airports in reference to what you can and cannot bring on board with a baby, but now to have to stand in a long line waiting to board a plane (alone with a baby). Honestly, I would rather pay a extra money to not have to deal with this "new traveling inconvenience" with another airline who truly is "family friendly".
Sincerely,
Loyal SWA Rewards Member
I am handicpped amd require time to walk the distance to my seat. I legitimately walk with a cane, due to severe arthritis in my joints, I will need to sit until I board, I am not able to stand in line for any length of time prior to boarding. Will I still be able to preboard the flight when your new system is im place? I will be traveling from NY to Florida Dec.26, 2007.
Please keep preboarding for those who need it, the Elderly, handicapped. and for families with children. I think the system you have now is the way to go.
I like the new way of getting a number and waiting in line. I have traveled with Southwest and am planning to continue to do so. My last flight in August of 2007 was a great example of eliminating this problem. We were in group A in the first two seats at least one hour before flight time. With at least 30 minutes to go people came in and sat on the floor and were eating. Enough said bravo and kudos to your new system I hope it works and you adopt it permanently.
Sounds a lot better to me. As a woman of 75 I hated the "cattle call" way of loading SW plane. To get in a standing/sitting on the floor an hour before loading was so stupid and tiring. People sat there eating, holding places in line for traveling companions wandering about, etc. Traveling via SW was not a pleasant experience.
Wonderful Idea. I hope this goes further than San Antonio. Customers will settle down and this will release the tensio n on who should be first to board the plane. Southwest has done it again. Congrats!
Much ado about nothing! Once you get over the need to sit near the front of the aircraft, it really doesn't matter. I usually take a window seat way in the back and in my extensive experience, even if you are the last person to board with a B ticket there are still plenty there to chose from. Sitting in the far back also reduces the chance someone will squeeze in next to you. I never cease to be amazed at A card holders who stand in line 40 minutes before the flight. Whether I hold an A or B, I sit until just before my line ends. In the rare instance I get a C card, I might get in line a little early, but it is not worth standing for 40 minutes.
I think this is a terrible idea for people traveling with children. It is stressful enough to travel on planes with small children, WHY do away with family pre-boarding? Now we have to have people blowing comments behind our back while we get the children settled into