As many of you know, the question about whether to keep our open seating or to assign seats has been the Southwest question for the past couple of years. Proponents of each process have been very vocal and heartfelt in support of their positions, and my post of last summer generated more than 700 comments (including those on a followup post). To those who weighed in on this issue, thank you, and I assure you that your voices were heard.
After much investigation, which included extensive "real life" testing in San Diego and San Antonio, we are ready to close the book on "the great seating experiment" and announce our decision. (If we had drums, we could have a drum roll at this point, but we don't, so imagine one in your mind.) Southwest has decided to keep open seating, but to adopt a new and improved boarding process. These decisions were based on the input we got from you, our Customers, through this blog, written correspondence, and surveys taken during the tests. While a substantial majority of our Customers prefer the ability to select their own seats onboard the aircraft, many of those folks have told us they don't like our existing boarding procedure that sometimes has Customers doing everything possible to be at the front of their boarding group. Instead, many of you suggested, why not board the aircraft in the numerical order of the boarding pass?
Well, we listened to you! After initial tests in San Diego last fall, we conducted a full-scale evaluation in San Antonio last month, and the responses we received were very favorable. Basically, the new boarding procedure divides the airplane into groups of five Customers, based upon the order in which a Customer checks in. The first Customer gets an A 1 and so on, and they will line up to board in their group of five. (To the extent possible, our gates will be modified with marked columns that reflect these new boarding groups.) Customers will know where their boarding pass aligns in the process as soon as they check in, and this will eliminate the need to "camp out" and hold a spot in the boarding lines. For a full description of the new process and to see the comments, click here to read Susie Boersma's August 23 post.
Our goal is to have the new boarding process up and running systemwide by early November. I am fully aware that this news will excite many and disappoint others. To those of you who are skeptical, I can only ask that you give the new boarding procedures a try. After everyone gets used to it, I bet you will wonder why we didn't think of this years ago!
(Click here to see a video of the new procedures. Also, check out this helpful site.)
Comments
I would really like to see Southwest fly out of RFD ( Rockford, IL) to Las Vegas and Phoenix. People come from afar to use this airport because of free parking and convenience. Is this a possibility?
I reviewed most comments on Assign or not to assign boarding seats as well as Boarding with kids. I admit, I truly hate the new policy.
For many years, we traveled with Southwest and loved it. When we had a family, we used the family with small children can board first system. This was great because we were able to board and be out of the way of everyone else. Business travelers did not seem to mind. However, during our last travel to and from Florida, I believe the new policy was put into place during that time of 2008. We sat together on the flight to Florida and dad sat between two business associates who talked over him the entire flight. Then the flight from Florida, was horrible. We all sat somewhere else (next a husband and wife, on another other isle between two friends, and again between two business associates who could not sit next to each other, but talked to each other the entire flight). What could I do. These were the only available seats left. The flight attendants saw no need that we should sit together.
After the flight, I called Southwest to report this and I was told that changing the policy just for those with kids, will never happen. Besides, business travelers enjoyed the new system.
Let me say this to everyone. I was once a business traveler as well. I understood Customer Service. There is a way to please everyone and keep customers coming back.
Everyone have their own experience, but because of mine, I have not flown Southwest since 2008 and will not do so unless the policy of traveling with kids is changed. I have, however, flown with carriers that offer numbered seating to ensure that we are seated together. This is best for us.
I fly Southwest frequently for business and pleasure. The lack of preboarding for families with children is short sighted at best. Fly with a couple of small children on a full, delayed flight and your "official" policy will change Southwest!
Gary, i am actually wondering( out of the random) what is the airlines plans for flying in and out of MHT(manchester boston regional airport) because i have noticed a major slow down at the airport, and i will miss the airlines bright daily servie their... i also noticed that at the same airport US Airways is slowy increasing it presences in MHT and that their flight numbers(based on amount of planes) and is very much coming close to southwest's number of flights.
Open seating is fine for someone traveling alone, however, when flights are full/sold out it can make it difficult for a couple or family getting seats together. Yes, early check in is fine, but, that still may not be the answer. I feel seats assigned makes life easier for the passengers and airlines as well. My husband and I have been travel agents during the 70's and 80's and it was a pleasure assigning seats for our travel customers. We were assured they would not have to hassle at the airport. Also, it avoids any arguments among passengers, or any splitting up of families and etc....
it really is amusing reading some of these post and hearing families complain about
the new preboard procedures. what gives families the RIGHT to board before anyone
else. if you want an assigned seat together, fly another airline. southwest has
an "open" seat policy. you either accept it or you don't.
Nicholas, relax, we have you covered. Because your son is under age five , you can board after the A group. I hope you all enjoy your flight, and we can't wait to see you onboard.
Brian
Great southwest! I just checked in on line and you put my 75 year old mother and me in group B while putting my 3 year old son in group C. How ya gonna fix that one? By the way, his age was entered when I booked the flight so you know he's 3. Maybe he can wait in line with all the group c people while we board ahead of him. Nice job!
SWA's policy of not seating parents with young children is very unsettling.
As a parent I would not trust a complete stranger to help my child put on a oxygen mask should there be an emergency and the plane lost altitude for some reason.
Look, I paid for economy tickets so I don't mind sitting in the back of the plane with my small children... as long as I get to my destination without having to worry about my children on the plane.
Will it take a tragic accident or a lawsuit before SWA fixes this policy?.
I love the "new" process. THANK YOU to who ever suggested it and to SWA for listening!