A MESSAGE FROM OUR CEO - OPEN SEASON ON ASSIGNED SEATING
A MESSAGE FROM OUR CEO - OPEN SEASON ON ASSIGNED SEATING
I’m new to this whole blogosphere thing but I have really enjoyed
reading all of the comments and am humbled that so many people are as
enthusiastic and nuts about Southwest as we are.
I wanted to address some of the recent comments about Southwest’s
seating policy. There’s been quite a bit of buzz both in the media and
on this blog about our current open seating policy and my recent
comments (at Shareholder’s Day on May 17) about our consideration of
changing to assigned seating in the future. So, as the saying goes,
here’s the scoop “straight from the horse’s mouth.”
At Southwest, quick, efficient operations and our desire to give the
Customer what they want have been the keys to our 35 years of success.
Everything we do at Southwest takes into account maintaining the
delicate balance between operational efficiency and providing the
Positively Outrageous Service that our Customers have come to expect
from Southwest. One of the most common requests for change from our
Customers is to add assigned seating. Obviously, many of our current
Customers enjoy the open seating, so it’s not a unanimous request.
However, we do listen intently to our Customers and do our best to give
them what they want so it only makes sense to extensively research and
evaluate this possibility.
Open seating has allowed us to build a highly efficient operation by
keeping the time our aircraft are sitting at our gate to a minimum.
Aircraft on the ground don’t make money! But it’s no secret that all
airlines – even Southwest – are facing extensive cost pressures due to
the rising price of fuel and we have to find ways to generate
additional revenue.
Our Customer Service technology has evolved to the point that
assigning seats may prove to be an efficient way for Southwest to board
the aircraft. Our computer reservation system is undergoing an upgrade
and, while we are in the “remodeling” effort, we are adding the
technical capability to assign seats. This does not mean we will;
rather, it means we will be prepared to assign seats, if we so choose.
We are currently conducting extensive research and if our research and testing (which some of you may be involved with)
proves that we can bring in more Customers (without alienating our
existing Customers) and increase overall Customer satisfaction, but at
the same time not increase our boarding times or our costs, then I
don’t see a reason not to do it. I haven’t given any time frame – just
that it won’t happen next year.
I know that several of you have commented that you don’t want the
current seating policy to go away because you see it as a part of what
makes Southwest “Southwest,” but I’ll remind you that many people felt
the same way when we transitioned from plastic boarding cards to
electronic boarding cards. Things change and we can’t ignore that fact.
One thing that will never change, however, is our dedication to you –
our Customer – and we will always make decisions with your best
interests in mind.
So, stay tuned…we promise to keep you informed of this and all of
the changes at Southwest. And keep telling us what you want, we LUV
hearing from you and we appreciate your business!
Comments
Gary,
Welcome to the world of blogging! I'm sure you'll catch on quickly, but if not, the very experienced Colleen will no doubt be able to give you a hand! ha ha
Wow, this would be a huge change and is much bigger than giving up the plastic boarding cards. I was in therapy for months and months after that one... Seriously, you are well aware of "our" concerns that SWA retain its unique atmosphere, and our fears that our favorite airline might evolve into something we don't recognize. Darrell Royal was famous for saying, and in fact, titled a book with the phrase, 'Dance with who brung ya', suggesting that you need to stick with what made you what you are. We all know the expression, 'If it ain't broke, don't fix it', although we need to check from time to time to see if "it" is broken or not.
We all want what is best for SWA, and as shareholders and passengers, we have to trust you to constantly seek that out. We would ask you to not rush headlong into something too scary for us to adapt to, though, since you know that one of the scariest words in the English language is "change"! We're proud that SWA has always led the way as an innovator, and we don't want our favorite airline becoming an "us too" set of folks. Remember that just because everyone else is doing something, it isn't necessarily the best way to do it.
So, if you must implement assigned seating (gasp!), let's borrow an idea from the recent compromise. How about a scheduled phase-in over time. Say 75 years?
Please keep us posted, but above all, keep up the fantastic job you're doing!
I LUV y'all,
Kim
I am a business traveler and donÃ
Boo! Hiss! NO! NO! NO! No reserved seating.
There's a big difference between plastic boarding cards and electronic ones. They basically do the same thing. Reserved seating will destroy the one of the things I like about Southwest, namely, the open seating.
When I would say "everyone is doing it" as a kid, I remember my mom would say "if everyone is jumping off a bridge, would you do it, too?" Don't become like the other airlines by offering reserved seating like the other airlines.
The system works; don't fix it!
the current seating process works well..in fact i think it benefits the "regular traveler" quite well..flying fairly often I always have a reminder in place to check in on line...those who get a C are usually those In- frequent flyers.
as a regular I book maybe max 2 weeks in advance...and i would hate to get a bad seat becasue mommy daddy and 3 kids all over 10 years old ..and grandma and grandpa are booking six months in advance for their one trip in ten years...and BTW they fake a limp and pre-board anyway ....
so as a very regular business and personal customer .. I like it the way it is.. suspect those who want assigned seats are not the biggest contributors to your revenue..
I have flown SW since it's inception. I have also flown every major carrier in the US and several abroad. SW is the best and don't mess
with such a success. I can only imagine it is a few cry babies that want assigned seating.
When I've fling for business and dressed accordingly and paying full fare I want assigned seats because I may arrive latee and don't want to sit next to kids etc. When I'm on vacation its different.
Please consider something like this-Make the front let's say five rows a virtual first class cabin
1. Full fare passengers get assigned seats in the virtual first class cabin and board first.
2. Remainign passengers board in exisitng groups.
3. If all seatsin rows behind row six are filled other passengers can take front seats.
I'm sure you guys could simplfy this and it would encourage business flying while not getting rid of the unassgned seating
I am on an airplane about 10 times each month. I can tell you from first hand experience that your current boarding system is
faster than any other airline I fly. The zone system doesn't work - and loading from back to front wasn't that efficient when
implemented. The only way to really get passengers in and seated quickly is not to allow wheel luggage. That is what takes
forever. I realize that this is only anecdotal evidence - but I have seen it over and over again. If you could assure passengers that luggage will not be lost, you would have less time loading passangers. United Express doesn't allow luggage - because there
is no room. Check out that system at O'Hare. Your seating system is the best; on a full load I can be in the C group and still sit in
the front of the plane in a middle seat. I am one of the first ones off - which is terrific for me. I luv to fly with you - keep up the good work and good luck with your test.
Eva Erskine Chicago, IL
Norm, assigned seating can never guarantee that you will not "sit next to kids etc."
My vote is also, "it ain't broke; don't fix it."
No assigned seating. As others mentioned my travel is usually booked last minute and having assigned seats would require me get the short end of the stick. If it were assigned I'd think it is best for connecting flights to vacation hot spots that are usually booked.
Apparently it is time for those who like the open seating policy to speak up. So count this as one more vote from a Rapid Rewards
member for no assigned seating. That is one of the worst parts of flying with other airlines. Waiting for boarding group 5 or whatever
and then getting back to window seat to mind that the aisle and middle seats are already full so two people have to get up for me.
Plus the overhead bin is already full of coats, etc. I much prefer SWA where I can get my A or B boarding pass and go straight to a
window seat near the back of the plane and get out of the way of everyone else boarding.
Norm: Your idea would cost more than all-reserved seating!
To paraphrase a campaign of SWA: SET SEATING FREE!
I've been flying Southwest for many years and one of the best things that I've liked about Southwest is open seating. I fly quite
frequently for business as well as pleasure. Because of business needs, I have to book flights most of the time in less than 7
days. By having assigned seats, I would most likely be forced to sit in the "back of the bus". Assigned seating would not be
any different from other airlines, that's one of the unique things about Southwest is that they are different by offering open seating. Because Southwest doesn't fly to a lot of desinations that other airlines (ie, Continental) service, I have still flown with Southwest
and then taken a rental car to get to my original desination. Airlines pricing are very competitive and I can fly other airlines for the
same price, by having assigned seating, I would most likely use other airlines.
Please listen to your faithful customers.
Thank You,
Stephen
The lack of assigned seating *IS* the major factor that makes Southwest stand out from the rest of the major airlines. One time, some friends and I indepently booked flights to Phoenix. None of us knew we all were on the same flight until we were at the airport. With Southwest's open seating, we were able to sit together. On more than one occaision, I've had to book travel the night before a meeting. When flying Southwest, I will, at worst, get a "C" card; Even if I was the 137th person to check-in, I still can arrive early enough at the airport to get near the front of the "C" line and still end up with a decent seat. The bonus is that if I'm not on a non-stop flight, I can change seats at the first stop before other passengers board. Or, consider flights out of MCO, which tend to have a higher number of early boarding passengers with small children. Currently my wife and I can choose seats that are some distance from fussier passengers.
With assigned seating, all of those options go away.
Please, please keep open seating. One pilot of yours told me that open seating saves you all a lot of money. I laso ike being able to pick my seat. Please, please keep open seating.
I fly alot!!! I hate assigned seating. First come first seated has worked for years and you shouldn't change it. Its one of the main
reasons i fly SWA and not AA. I carry on all the time and don't want to see that go away either. If its not broke don't fix it.
Wow - this is obviously a hot-button item for many. You've gotten 13 responses in just three hours, I think that is a record (so far) for this blog.
The best choice would be for ME to have an assigned seat, and everybody else gets open boarding But since that probably won't happen . . .
Don't forget, SWA is more than just airplanes, and great people, and great prices (BTW, right now ELP to LAS costs more on SWA than ORD to LAS on AA), and SetLoveFree - SWA is also about being just a little quirky. Keep the quirk of open seating, it sets you just that much further apart than those other guys. Southwest isn't just an airline for us passengers, it's a culture!
And if you clicked on the link in Gary Kelly's post, it takes you to a USA Today article. Be sure to read the very last paragraph - SWA is #6, headed towards #5, and already carries more domestic passengers than any other U.S. carrier.
Please keep the opening seating! I LUV it, but still want to work for this airline even if you assign seats. Southwest will always be my favorite airline!
WOW...twice...WOW
First, thank you Gary for taking the time to communicate directly with our Blogging Customers on this issue. Hearing it "straight from the horses mouth" allows more of our Customers to gain a better understanding of the what, why and how of Southwest Airlines recent exploration about changing our seating policy.
Second, for all the times we have heard about the drawbacks and Customer complaints about our Open Seating policy, this was an real eye opener! I hadn't realized that a strategy had been born by our late booking Business Customers that really worked to their advantage when it came to Open Seating. You folks are very clever!!
To help calm the unrest I am hearing from these comments, I would only add...rest easy my friends, we at Southwest Airlines, should we learn that Assigned Seating is our destiny, will find a unique and more egalitarian approach to it than those other guys!
The only assigned seats on a Southwest plane should be the pilots' and the flight attendants' seats.
A frequent business & pleasure traveller, I continue to be impressed by Southwest. There is no better or more helpful flying organization. Yes the Wall Street Journal makes silly comments about your seating policy but then...... ! Your seating policy/methods are fine ; they work well for me and apparently for many of your other passengers as well. If they also work well for you too then leave well alone and look for some more of your clever ideas to stay ahead of the look-alike pack. For example: that brilliant master stroke of hedging your fuel purchases!!l
This is a tough one. The one problem that i have with open seating is when i arrive at the airport an hour and a half earl, get
checked in within ten minutes, head to the gate there is already a line of people in all sections. So to get a good seat I have to
wait in the line for over an hour. If you did assigned seating you could board just like you did in the past. The first group of thirty.
I am flying home in July from San Diego to ABQ, so hopefully i can see how it would work. I wish you guys the best of luck.
Thanks for the explanation and discussion!
There are two reasons why I love open seating on SWA--and they're a big part of why I always book SWA whenever I can.
First is, I'm tired of all the levels you see with other airlines and in other situations: Diamond Platinum Preferred, Mega-Titanium Gold Crest, or whatever. I really appreciate the fact that with Southwest, we're all people who are trying to fly somewhere, and everyone else's need to get somewhere is just about as important as mine. I just love Southwest.
Second is that I'm someone who far more prefers to know who I'm sitting by rather than where I'm sitting--I actually prefer boarding later and getting to pick a seat that isn't in front of a restless child (though I otherwise love children), or beside The Guy With The Broadest Shoulders In North America. I can take a nice middle seat between two folks knowing that we can all sit comfortably; I can sit beside someone who looks like they want to quietly read (I'm a librarian, after all) or I can pick someone who smiles and makes eye contact and wants to chat. Not only do I love Southwest, I really enjoy so many of our fellow fliers.
I'll understand if SWA ends up changing the seating policy--the fares are also fantastic and I would understand the "bottom line" decision--but as it stands now, I'm an evangelist for Southwest. I'm positive that a seating policy change will definitely change that feeling.
Whew, and everyone thought the Wright Amendment was a sensitive subject!
Methinks Gary hath just firmly grabbed the third rail!!
Kim :)
Francisco: check in online 24 hours before your flight to secure your "A" boarding pass. When you get to the gate, simply hop onto the end of the "A" line when it is nearly done boarding and you will get a decent seat without the hour-long wait. There is no need to wait in line when you have an "A" pass.
Southwest Airlines is always my first choice, unless I have to fly somewhere SWA does not fly. I prefer not to have assigned
seating, I'm happy with the 24 hour before your flight Check-in. I never have a problem getting "A" boarding and always in the
first 10 rows. The Southwest employees are always happy and very friendly. I hope someday to work for SWA.
Laura
Kim's post above is the best - made me laugh - hard!
Methinks Gary hath just firmly grabbed the third rail!!
Thanks for the giggle Kim!
As an SWA weekly traveler for over 5 years the only possible reason I can imagine for changing to assigned seating would be in order
to charge extra for certain seats or rows, i.e. exit rows, front of plane, but you wouldn't do that.......... would you ?
WOW! Y'all aren't shy about sharing your opinions, and we are very grateful that you are participating in our blog and Gary's post. All of your comments will be shared with our Leaders, and I know that Gary thanks you for contributing. We also appreciate your loyalty and support as Southwest Customers and friends. It's very obvious that you are "Nuts about Southwest"! Keep in mind that we are still a couple of years away from making a firm decision on this subject, and our testing and your comments will all go into the mix of that decision.
Brian
Well, let me provide some salt in the Kool Aid being drunk here:
I hate open seating. Hate it. Feels just like getting on a bus in elementary school, complete with passive aggressive oafs putting bags bags and coats on seats to "save them." I only fly Southwest when I cannot get a decent routing/price on American, my preferred carrier. I will WILLINGLY pay a premium of 20 percent or more to fly in civilized comfort.
Assign seats, and I'll consider Southwest. Until then I'll avoid the cattle cars.
Blue in Austin
You'd pay a 20% or more premium for an assigned seat? A Thomas Tusser quote springs to mind! That seems quite a price to pay to avoid the apparently daunting task of simply walking on a plane and planting your rear in any one of 137 seats.
Hi!
Thanks for posting about the tough decisions you have to make.
I think that the open seating policy has so many perks. I booked a last minute flight for father's day and on my return ride, i got to sit in an exit row with extra leg room! If there was assigned seating, i would NEVER have that opportunity.
I think that the most important issue is that open seating keeps costs low. And in turn, you pass that savings along to the passengers. Making seats assigned will probably add another layer of costs and headaches.
I had to book a flight on another carrier recently (yes, i know sadly), but it was a wierd question from the agent, "what seat would you like, window or aisle?" it took me a second to realize what she was asking since it's not in my usual booking process to state what seat i want.
I hope that your research goes well and that you would take the time to poll all flyers. Perhaps you could make a small survey the next time people book online.
Thanks for all your hard work and for making my flying experiences so enjoyable.
Hello,
I think this is the second worst idea, the first being the dropping of the extra bonus credits.
Why would Southwest want to waste my time, the GA time, the FA time with these silly seat assignments?
What a waste of more time.
Good Luck.
I avoided SWA for a long time because of the open seating but lower prices, expansion to NH, and my wife's insistence changed that and I have gotten used to the idea.
I don't think assigned seating is necessary but I do think that open seating needs some adjustment. I'll point out three issues that matter to me as a customer.
* competition for the A group is entirely out of control now that people can print boarding passes so far ahead of time. Something has to be done to get some balance back there for people who are traveling on a return leg of a trip and are checking in at the airport. I have better things to do on vacation or a business trip than go to a business center to print out a pass in the middle of the night.
* speaking of groups. Have more than three groups... use six or seven groups so they are smaller. This seems like a way to make people less anxious about being in the front of the line for their group and might reduce the number of people camped out on the floor at the gates.
* we don't have kids and like other people who have commented above, I like to pick a seat away from small children if possible. The problem is... when a family is at the end of the C group and boards late the parents have to put their children into any open seat they can find so suddenly other travelers have to deal with that kid for the entire flight while the parents are 10 rows away. That is not fair to the kid, the parent, or the other customers... especially if the kid is scared or airsick or whatever. No one wins when this happens and I have seen it happen.
I'm not saying that they should just go into the A group but find a way to keep young children next to their parents. For example, two parents and two kids don't need four seats together but two pairs of seats solves the problem. That is really for the benefit of everyone else on the plane in my opinion.
Geoff: With regard to needing "to print out a pass in the middle of the night," you can now check in 24 hours prior to your flight time, even using your cell phone's web browser! You need not actually print the boarding pass you receive (impossible to do via mobile check-in). You can get a reprint in your respective boarding group from an agent or kiosk at the airport.
...as long as I can get my row 9/10 emergency exit seat complete with extra leg room from BWI to PHX, I'm fine.
But... don't mess with the best.
As a frequent business traveler, I really enjoy the open seating. I often have to book my travel within a 2 week time frame and I like that everyone, has the same chance at a good seat no matter when they bought their ticket. Generally booking later I pay a higher price for my ticket and with more traditional airlines, I end up with the worst seats. I switched and remained totally commited to your airline because off the open seating policy. I strongly suggest that you allow people to continue to pick their seat on the plane. It's the reason I keep coming back to your airline.
Too bad that Gary couldn't find a topic to discuss that would stir people's passions! To "Blue in Austin", and to others who complain about open seating, pre-printing boarding passes via Internet access and kids scattered throughout the plane, I would suggest the old warning, "caveat emptor" -- let the buyer beware.
In any transaction, you should know what you are getting yourself into. Also known as "making an informed decision". SWA is well-known for its open seating policy, and yet for years and years, I hear people walking down the jetways complaining. "Well, here we are going down the cattle chute" and "they herd us in like sheep" and "stuffed in like sardines in a small plane" and the common sound made by the class clown now a bit older and playing to a different audience, "Mooooooo". However, these people who are complaining are ones who made the choice to fly on SWA, even though other airlines offer staggered seating calls to reduce jetway congestion, no pushing and shoving for that coveted aisle or window seat (or to avoid the center seat), larger planes than 737s offering more seat pitch (airline-speak for legroom and knee room), and even a first-class cabin for those wanting to be pampered even more.
Why do people consistently gripe about some of the attributes about SWA and yet return again and again? Maybe they are masochists, or maybe, they are willing to put up with certain inconvenience to save some money and/or time. Most (not all) of SWA's flights are short-haul and rarely exceed 90 minutes. Believe me, I've spent my share of time in the center seat between two large people. But, for what I am paying and for the relatively short time period, I can handle it.
People choose strange things to gripe about because it is some people's nature to gripe. I've heard people on airlines that serve what they refer to as a "meal" saying things like, "well, my meat is tough", "my sandwich is...", "this serving of fruit..." Folks need to remember that they are paying for transportation from point A to point B. If you want a good meal, go to a restaurant. If you want a great meal, go to a great restaurant. Either way, stay OFF of an airplane. Airlines do not exist to provide a superb culinary experience, just like restaurants do not exist to get you from Dallas Love to Houston Hobby.
People complain about having to be near kids on a plane for sixty minutes, but they don't demand to be isolated away from anyone below the age of 12 in a restaurant for an hour. If people would adjust their expectations to what the service will deliver, they wouldn't be so disappointed or irritated so often. You know what the SWA experience is like when you buy your ticket (unless you've been living in a cave for 35 years), and if the anticipated experience is not satisfactory to you, then choose another airline! Spend your money to fly first-class in a large seat with lots of pitch and better food in an environment where few parents of small kids can afford to park their youngsters and have a great time.
I'd prefer to save the money and peacefully co-exist with my fellow cattle...oops, I mean passengers.
I'll also leave the mooooooing to the cows that work for Chick-fil-A...
Kim :)
P. S. -- Jim, thanks for the kind words! ("KimÃ
Gary,
Where are the comments from those customers asking for change? I doubt that among your fan base they are legion. From what I see here, your loyal customers are passionate to keep things as they always have been...simple, easy, and with the freedom to move about the cabin as well as the country. I'll add my voice to theirs for all the reasons previously listed. Sometimes I want a window, sometimes an aisle. Front? Back? Middle? I never know until I board the aircraft and look down that long, beautiful expanse of comfy leather seats before me. Hey...there's a really cute girl. I'll sit here!
I fly a little. I suppose I you could say that as I do have a Companion Pass. I prefer the present method of seating. I have had to fly other airlines, and it gets very irritating. You'd think if there was going to be assigned seats, they would board back to front. Well, they board by groups (Group 1 thru 6 perhaps). It could just as easily be A thru C. Anyway, they intermix people in the front, the back etc in each group. Now that my friend, is ineffieciency. They let the frequent flyers and first class enter first, then evryone else. So they have people standing in line, in the middle of the plane so the lady or gentleman that wants row 7, seat F can get his bags situated and then get out of the isle. The same thing happens on Southwest today with unassigned seating. The difference, people are looking for an open seat, not a ROW NUMBER, and the Southwest way is faster. You will never see an AA plane boarded faster.
The only thing I can think of that will help reduce boarding time is telling people they can have one carry on, and one computer, and the carry on has to fit into the container. Period !!! I can't tell you how many times I have seen people carry on a bag they know will not fit, and then have to give it up to the flight attendent in the back of the plane, and she has to wait until everyone is boarded, and then has to struggle with carrying it to the front. Yes, I have offered to carry bags for several to the front. I generally sit in the back of the plane on most flights...I like it.
Now if you want to give a preference to the frequent flyers, you could allow everyone with a Companion Pass to board first. I wrote Colleen with that suggestion quite a long time ago.
I have protested the Wright Amendment forever. I don't live in the Dallas area anymore, but I still protest it everytime I think about it. You see, Southwest is Southwest. American doesn't like Southwest because it is profitable, the employees are happy, flights get in and out, etc. You said yourself, a plane on the ground is not making money. You cannot speed up boarding by having assigned seats. Further to this, you would kill people like me, the frequent fliers, that book flights maybe three to seven days in advance.
Again, Southwest is Southwest. I prefer it, that is why I fly it. I prefer unassigned seats. Why would you want to change to make yoursel more like the other airlines? Bad mistake. I hear people gripe about having to wait in line all the time. It seems it is always the people that fly very infrequent that complain. They complain about waiting in line. Well, guess what my friend, they wait to board the other airlines, they just wait in a "bunch," not a line. Same difference. You have to be at the airport an hour or so early whether you are flying Southwest or one of the others. What is the difference?
And by the way, to those of you that can't stand flying next to a kid, or may be griping because a Mother and Child get on at the end, with one seat next to you, and one 10 rows away....shame on you for not giving up your seat and trading with the Mother!!!!!!
PLEASE DO NOT CHANGE A THING! SOUTHWEST IS SOUTHWEST! YOU ARE A LEADER, NOT A FOLLOWER!!!
Have a blessed day!
John - Claremore, OK
I fly every week - sometimes twice a week. Southwest is my choice because I know I will get front seating. I usually print my boarding pass early enough that I get in group A.
My complaint is not enforcing the two carry-ons and the size of the carry-ons. I have had to check my laptop case because there was not room overhead but there were suites that took up half of the overhead storage.
I don't like the concept of assigned seating.
Hi Gary, how about making some of the seats reservable. I'd pay more for the privilege. Like the emergency exit rows and the seats around them. They are premium seats for us business travellers. All the folks trying to board early to get seats up front are kept happy - the folks that don't care that much, well, they don't care. And us snobby business travellers that want those kind few inches to work in get what we're after. And, SWA makes more money.
In response to Geoff from New Hampshire. I have traveled many times with my children on Southwest and when there were not
seats available for my family to sit together the Flight Attendants would always try to accommodate us by politely asking if
someone would mind giving up their seat so we could sit together. Of course, this "kind passenger" who would do this for us
has always be rewarded. "This is how Southwest works!" As far as assigned seating, testing and time will tell. I have a lot of
LUV and faith in Southwest and believe that the external and internal customers will always be provided the BEST! I enjoyed
reading this Blog, it definitely has gotten a lot of responses in a very short time.
Hopefully, Mister Kelly realizes now that many of us like open seating. That's one of the tough things about customer service is that customers don't complain until you try to take something away that they like. Perhaps Southwest execs never realized how much some of us like open seating.
I worked in the hotel business for almost three years. One thing I learned from a Holiday Inn trainer is that it costs $50 to keep an old customer, but it costs $500 to get a new one. Don't risk alienating your old customers with the hope that you might bring in other ones. Let the small minority complain about open seating. Screw the _Wall Street Journal_.
As a SWA employee, it's really nice to read that you LUV us...
just the way we are. I too have always liked the open seating...
most of the time. As a Flight Attendant, open seating becomes a
challenge when a family traveling with children arrives at the airport late
then must run onto the airplane hoping to find seats together.
Our passengers usually help us out as we have to scramble and
switch customers around to allow the late family to sit together with
their children. To all of you that might have helped us accomodate one of these
late arriving familes by giving up your seat and maybe having to take a back center seat yourself...
THANK YOU! Thank you for working with us to keep our airplanes on time!
It's all about keeping our airplanes on time and at the same time, keeping
our Customers happy! Let's see how this "test run" goes.
Often I travel with a disabled fiend that is in a wheelchair. The airlines that have open seating are a LOT better for us, as wheelchair users get put on first and I can then choose the seat that gives the easiest lifting. Booking clerks are just useful at choosing seats for disabled people as they donÃ
Gary, can you feel the LUV yet for open seating? I can. It's great, isn't it? There are lots of interesting comments in this list that has been created in such a short time. It seems open seating is the preferred method of travel for the largest portion of domestic travelers! What a great thing.
As the leader in domestic travel, for numerous reasons (open seating seems to be one), certainly when you start hitting Cancun and Hawaii, you will be the leader in and out as well. What a concept !!! I know, it hasn't been mentioned, but it sure sounds good! So, when are you starting???? Are you going to include Puerto V and Acapulco as well?
Please please do not take away open seating! It is one of the main reasons why I choose SWA over everyone else. If you want to make a change, I'd be very happy if you'd offer service to Bangor, Maine so I can fly SWA when I travel to visit the family... *grin*
Thanks,
-Dj
NO, NO, NO to assigned seating. This is is one of the few perks you give your best customers (other than my companion pass). As others have stated, we know the system, know how to get a A pass, know that unless we have to sit near the front to make a connection, we can wait until the end of the A line and still get an exit row seat most of the time and an aisle or window all of the time. If you decide to make this cahnge, I cannot stress enough the need to make some accomodations for your best customers (ie- full fare, companion pass etc). If you want to speed up the boarding process, then all preboarders other than wheel chair passengers should sit in the back of the plane, not the front. Pre-board should also mean post-depart.
As a long time customer of Southwest and a Companion Pass holder, I'm very much against assigned seating! First-come, first-served seating is one of the truly unique aspects of the Southwest experience and is the number one reason I select WN over other carriers. I like making a last-minute reservation....or a last minute flight change....knowing that at the 24 hour mark I have an equal chance at getting my desired aisle seat.
I am not a fan of open seating, but I am a fan of Southwest, so I cope with it. I would, however, be really appreciative of some improvement in the boarding procedures. The cattle call is truly an accurate assessment of the boarding process on many crowded flights. I know the system, so I know what to expect (and print my boarding card early and arrive to the airport with plenty of time to spare when I can), but there has to be some civility in the process. If the system calls for folks to line up, and they do so very early, so be it. My problem gets to be when others decide that they do not have to wait in line and decide to jump ahead. I have witnessed near fist fights from such behavior in the past. Other times passengers have just said "I'm not sitting on the floor" as if that gives them license to move to the front of the line. If these issues could be ironed out, I'd be more supportive. Can't we all just get along (in line)?
I couldn't help myself - I saw Dave's posting above (11th reply) and I just had to start a website called SetSeatingFree.com. I cannot believe what a hot topic this has become.
So grab your Kool Aid and go to http://www.setseatingfree.com/
I need to set up a forum and website for my company by August 15, so this will be good practice.
WOW!! This topic sure does stir up the passion in our Customers. As a SWA Flight Attendant,
there is only ONE reason I would vote for assigned seating. That is so we wouldn't have to stand
in the exit row to "qualify" our Customers to sit there. You would get rid of us taking up your space
to ensure that everyone is physically able and willing to assist in the event of an emergency, since
that "qualifying" might possibly be done at the ticket counter or by the Operations agent. Anyway,
just a thought.
Thanks to everyone for taking the time to comment on this topic.
James Malone
Chicago - Midway Flight Attendant
I doubt that any new system lacking an elite preference feature can match my current nearly 100% aisle seat success rate. I got "A" boarding passes and aisle seats twice this week even when booking 18 hours before long-haul flights that were totally full. You just can't do that with the other guys unless you have elite status and perhaps not even then. JetBlue's first-come first-served assigned seating is particularly bad, leaving the late bookers paying top fares for middle seats.
Please don't change the current system on the whim of people who haven't flown Southwest since plastic boarding cards and have no idea how well A/B/C works. Those new customers won't stay with you if they don't like whatever new system you come up with. Better to give them a chance to get to know today's system: I mean really to get to know it.
My idea? Consider mailing a conquest promotion to other airlines' elite members, offering triple Rapid Rewards credits and guaranteeing an "A" for every flight during the next 3 months. Once the new customer has flown a few times, he will know the value of getting an A and he can get his own A the regular way. By then if you ask him whether Southwest should switch to assigned seating, his answer will be a resounding NO.
If targeting this promotion is a problem, just offer a less generous verion to everyone on a one-time basis, starting in the traditionally weak fall travel season.
I have always enjoyed open seating... set my cell phone 24 hrs out, log on and
print that most coveted A line boarding pass... The idea of assigned seating
shakes one of the pillars that Southwest was built on. But if we must seriously
look at this as a possibilityÃ
Southwest's seating policy is the main reason that I will go on any other airline that I can find to avoid the cattle car
mad rush to get in line for the flight. I travel by air 40 weeks a year, time is a valuable commodity to me and the need
to be at the airport and in line to get decent seat is pain. With assigned seating, obtained on-line just like the
SW A,B,C flight ticket would allow more effective use of the business travellers time.
Please go to assigned seats, it will give me about 4 extra work hours in each week and give you a larger share of my $200K travel budget.
Don't change. With a little discipline and paying attention to cut off times I can get a priority for A group. This permits me to avoid sitting near babies or travellers with a wide girth that probably should have a seat and a half. Passengers pick Southwest due to cost, frequency of flights and on time flights. John Barnicle
Its about time you gave some thought to stop putting customers on like cattle. I have seen people standing in line, A,& B, an hour before the airplane was even on the ground. As for the business traveler who gets those last minute tickets he is probablyl
in the "C" line anyhow and gets whats left over from the "A" and "B" clients.
Not having assigned seating is the only real complaint I have about flying Southwest.
I only flew Southwest twice, and only because everyone else in my group wanted to fly it. Open seating isn't bad when there is
a group, as it allows everyone to sit together. But I will never ever fly Southwest solo, and will only fly as a last resort with a group because I absolutely detest having to wait in line for ages. I've travelled domestic and international regularly since I was 3mos old (going on 42yrs), and the last thing I want to do at an airport is be forced to sit in a line and stress about where I'll end up sitting.
I much prefer flying an airline that allows me to choose my seat at least 24hrs in advance so I know where I'll be before getting to
the airport. If I want an exit row, bulkhead or chance at an upgrade(on airlines with Business and First Class), I arrive at the airport
early enough to request it. But once I've checked in for the flight, I prefer to be free to wander the shops and go to the bathroom until it is
time to board the flight. I spend enough time sitting in one spot on a plane, I don't need to prolong it in the terminal as well!
If Southwest offers pre-assigned seating, I am very likely to start using it for my domestic travel needs. I don't mind paying an extra
$10-20 for the extra service. And the idea of creating a "first class" for folks who want assigned seating, with a little more legroom
and wider seats, is a very good one! Air Tran has the right idea there.
Keep the current seating process. Otherwise, you'll be just like all the others and I'll have no reason to pick Southwest. It works. Don't change it.
We usually get a chance to fly once or twice a year and always look for flights on SWA. I don't really mind the cattle call type of seating as long as I remember to get a seating pass. Recently we flew to Tampa and I thought of an idea that might speed up the boarding time. Would it be possible to board from the rear of the plane because most people want to sit up front. That way there would not be as many people in the aisle.
Also, we've booked a flight to Hawaii in October and I check every day to see if you lower the price. I wish you had a system that would notify me when the fares are reduced. I also check for a friend who is going to the Ravens Game in Tampa in September. He is an over the road truck driver so I check twice a day for both of us.
Because of your low fares you made it possible for a family to travel more often.
Thanks
Joe
Please continue to look into assigning seats. My husband and fly a lot both for business and pleasure and use Southwest as our first choice whenever we can. We are in the Baltimore area and can take advantage of the hub at BWI. Southwest has consistently made improvements to the travel experience by changing out the plastic boarding cards and allowing more time to book those passes on line but why the extra steps? When we book the flight online we should be able to book our seat. Job done. No more panic that we might miss the window to book the boarding pass. Southwest.....it's time to assign seating.
I've never flown on Southwest simply because I want to know ahead of time where I'm going to sit. The prices that Southwest charges isn't that much different than other airlines with assigned seating. If Southwest wants my business, assigned seating is a must.
When I travel alone, Southwest is fine as I don't really care where I sit as long as it is on the plane. But, when I travel with the family (4 of us), I prefer assigned seats. When we went to Orlando in April on Air Tran, it was nice to get to the airport and not have to stand in the boarding line 45 minutes ahead of time to try and get seats together.
I am the highest level frequent flyer at a competing airline flying 120+ flights per year. I also utlize Southwest but only when necessay. The reason is lack of assigned seating and priviledge to a frequent flyer. I would change many of my flights to Southwest, as many as 50-75 per year, if there accomodations were made for high level frequent flyers. Either reserved seats could be avaiable for us such as certain aisles and of course the choice emergency exit rows or open seating, but , We would be able to board after the pre boards and before the A,B and C. This would give us access to the preferred seats, overheads and find seats that are away from the preboard families. Different from an earlier blog, preboard families should be at the front. A screaming child in front of me is better then one behind me.
NO NO NO TO ASSIGNED SEATING.
I fly Southwest almost weekly and the majority of the time, I do not hear anyone complain about the open seating policy. Don't change what works. To prove my point, I ended up having to fly American Airlines this past Monday as I was in downtown DC and had a tight schedule. Monday weather was horrible with planes delayed and canceled. I was fortunate enough to get on the last and only flight to Chicago. At 9:00, the station agent states the plane is being cleaned; and due to the noise ordanance in Reagan National, this plane must back away from the gate at 9:52 or we do not leave. At 9:25, the station agent reminded us of the time constraint, and then bellowed, "Everyone get on the plane" I am not sure how many seats there are on a MD 80, but we all ran for the door and were in our seats in less than 10 minutes. Now I know this is an extreme circumstance, but it worked, just like open seating on Southwest.
If you feel compelled to change, the comment from K. Johnson makes a lot of sense. Charge a little more and have them go to
the back of the plane, but don't make those of us who appreciate what you have suffer
Gary,
As a company owner, the staff of my organization, Premier Rides (don't worry, we're a roller coaster manufacturer -Revenge of the Mummy, The Italian Job Stunt Track Coaster - not a fledgling competitor), do think of you as The Company Plane. We literally fly hundreds if not thousands of segments annually. While I agree with some of the comments that point out that your most loyal customers (like ourselves) enjoy knowing how the system works and thus being able to secure A passes consitantly, I have to say that that the bad of the "cattle call" overwhelms the good. There is no more pleasant flying experience that one can have considering tyour planes are typcially relatively full. Your pilots are polite and your flight attendants by far the best in the industry - they can put a smile on the worst sour puss! However, the preboarding experience can be a frustrating and sometimes dangerous experience. Spend a day at the airport in Vegas where due to the fired up attitudes from "What happens here, stays here" you find line cutting, pushing and shoving when the lines start moving, and on several occasions I have seen fights over line position. I once watched a classic ambulance chaser scene where a lawyer gave his card to a passenger in line who had been in an altercation with the classic line "Let me take car of this, the airline has deep pockets" - made me ill to watch.
Of course if one goes to the smaller cities on your routes especailly down South the situation is typically more humane and the "events" are less evident. But you are a national company, not that small regional airline from so long ago. Perhaps one approach would be to identify the locations where uncontrolled lines are a challenge - Vegas, LA and only focus the reserved seating for those locations. I wish you luck wiith your tests.
Jim
Assigned seating would solve the one problem I have with Southwest. There always seems to be so much more anxiety and stress when preparing to fly Southwest. The "competition" for seats creates something in my fellow passengers that is no longer entertaining, but disturbing and uncomfortable. Eliminating that would be a godsend. Otherwise, you guys are fantastic.
I, too, am opposed to assigned seating. When friends and I book for the same flight, but separately, we are able to sit together on the plane rather than being assigned seats that separate us. Perhaps a partial solution is to offer a limited number of assigned seats (perhaps for a slightly higher cost) and allow the rest of us to do cattle call. I love flying Southwest and only choose other airlines if I have no other option.
Gary,
This issue has brought me to my first Blog response!
My wife and I have been faithful southwest flyers for many years, and we are very happy participants in the Rapid Rewards
program. Quite frankly, if Southwest doesn't fly there, then we don't go there.
As time has progressed, there have been changes in the business scheme that have given me pause. The first was the
modification to the Rapid Rewards amounts that triggered the free round-trip ticket. The next came with the announcement that
Southwest will start restricting the use of the Rapid Rewards tickets. Now you are entertaining the elimination of the current seating policy.
If this sentiment continues, there will soon be no difference between your airline and the rest of the major carriers. I may be wrong, but I presume Southwest has built its' business by catering to the low and middle market. Those that complain about being herded like cattle are ones that are more focused on being pampered, than flying on an affordable flight. One even represented a willingness to pay 20% 20% more for a flight if they were able to have a seating assignment. Good heavens! That is not the mentality of a low or middle market consumer. Let's face it, Southwest has reached such extraordinary levels by being cheap and fun. No meals, no movies, no frills. Just cheap and clean flying with a staff that has a sense of humor.
Please consider keeping your current open seating policy. It is unique, and it has not been a deterent in the growth of your business. I suspect though, that changes to this model will ultimately diminish a significant part of that uniqueness, and will lead to consumers questioning the difference between your airline and all the rest. If they cannot sense the difference, then you lose their loyalty, and in turn lose a dedicated customer.
Thanks for allowing a forum to receive such feedback.
William Moore
I have avoided flying Southwest at all costs due to the "cattle car" seating plan. I would love to use your direct flights from my area so I am urging you to begin assigning seats!
Thank you!
Gary - as a frequest flyer of Southwest (as well as an investor!), I IMPLORE you to please keep the open seating. There have been many reasons given as to why it should be kept and I agree with them all. Especially being able to sit AWAY from the passengers who board early with small children. I've had many a trip on other airlines wrecked because of annoying little ones that cannot/are not controlled byt their parents.
People who complain about waiting in long lines for a significant amount of time just haven't mastered the system yet. With your wonderful on-line ticketing, I get my boarding the day before my trip (almost always in A group) and I know that I can get to the airport (BWI, FYI) as little as 30 minutes before boarding because if I'm not checking baggage, I'm GOING to get the seat I want. I love that. I love that a LOT! A WHOLE LOT! Need I say more.
You guys are the best at what you do and open seating sets you apart from all the others. If there is an increase in cost because of assigned seating, I will no doubt pay it because I love you so much, but I sure won't be happy. But I will always choose Southwest over AirTran or the other carriers. Thanks for all your good work!
I am a frequent flyer on Southwest out of BWI BALTIMORE. I want to keep the cattle call type of seating. I love to get there early and get a good seat especially an emergency exit seat for leg room. I do want to comment about the entire family anuts, cousins etc..getting on early with a baby. I strongly suggest that only the immediate family Mother/Father brothers and sisters that are children be allowed early seating. It is getting that early seating is as long as the "A" line. I do want to say that the policy of early seating not be allowed emergency exit seating is a very good one. One more thing. I would like to encourage Southwest to consider seating all small children and their family in the rear of the aircraft which will allow all those coming in early to be far away from crying children. Thanks again for being diffrent.
K. Frank Turban
SW blog visitors are getting some press!
PLEASE do NOT assign seats! One of the many things I love about Southwest is that I do not have to have an assigned seat.
I usually fly one round-trip per month and enjoy deciding where I sit when I get to the plane. Sometimes I have to book a flight
at the last minute and do not want to have to settle for a center seat in the back of the plane. If it ain't broke, don't fix it!!!!!
Thank you
No No No No assigned seating. If I want to sit in the first row all I have to do is get to the airport before the other passengers and I am rewarded by being first in line to board. I rarely get a boarding pass number more than #5. I want the option of applying myself and getting the seat I want through a greater effort than most others are willing to put forth. If you had assigned seating then I would simply be relying on luck. Hoping that when I purchased my ticket my desired seat would not be taken. There would be no way of guaranteeing that I would get the seat of my choice. With no assigned seating if I get there early enough I am almost guaranteed my desired seat . I am not able to book my flight to far in advance because I work for the state and I am not allowed to actually book my own flight so I must depend on someone else in another office to get the seat I want??? I don't think so ! ! ! NO NO No No NO NO No Assigned seating.
I would've never found LUV if not for the open seating policy...I met my wife on a SWA flight from SJC to PHX on December 22, 1995.
I was traveling to ABQ to visit my parents for Christmas, she was going to PHX with her sister and family to visit another sister. They preboarded (because they had small children), and I decided to sit on the same row because she was beautiful. (and still is!)
Turns out that she lived only about 5 miles from me. We were married on August 7, 1998, and none of that would've been possible without open seating.
I prefer assigned seating. Although a 1K on UA at IAD, I look forward to SW coming to Dulles and I plan on doing plenty of flying with you...once you assign seats.
As a wheelchair flyer, open seating is a blessing. Otherwise, even though I can bpard first, unless i am able to get an aisle seat I am very uncomfortable. With the open seating policy we disabled are able to obtain seats whichenables us to fly in relative comfort
Please keep your open seating policy. Bernie
My wife and I are frequent flyers, so much so that we have had a companion pass for the last 4 years, we also hold Southwest stock in our IRA. We love the way you board, I hate to use other airlines when we fly to places Southwest doesn't go, I don't like picking out the seats, due the different plane configurations, I never know what to expect. We like being able to sit away from crying babies and small children (we're 58 years old and we want to relax) your airline makes flying fun, even the boarding process is fun! Our adult children are the ones who told us we needed to try SWA because it was so different and much more relaxed and fun!
Howdy!
Open seating is one of many things that makes Southwest special.
Perhaps other airlines should try it. IT WORKS FOR ME!!!
p.s., I'm looking forward to joining the "A" group when
Southwest begins service from Washington-Dulles.
John Melton, Falls Church, VA
Southwest Family,
I fly almost every week and the only time I don't fly your airlines is when I'm going to a destination that you don't fly. I recently heard
that you are considering seat assignments. Are you kidding me? This is how you seperate yourself from the rest of the carriers,
it's what keeps you in front of the competition! It is they who should be wondering when they should go to your system!
I am tall, very tall at 6'7" and having the opportunity to sit on an aisle, a window or more importantly the wing exit row is very
important to me. It is what brought me to you, it's been a LUV affair ever since. I could take my business to one of your
competitors and earn enough miles to take my chances on upgrades to business class seating and be very content. As much
as I travel it would not take long!
My preference is to stay with Southwest. I like the relaxed, casual approach to traveling. It is what I've come to know and luv.
Don't change!
Bill Wilkins
While I like SWA and their affordable travel, I think the open seating is horrendous! It's bad enough that one has to get to the airport so far in advance because of increased security, but then you have to deal with standing in a line at the gate instead of being comfortable in a chair. Once that first person makes the move to start standing in the corral it's all over! ItÃ
I think the open seating policy is to the benefit of most passengers. It allows us the opportunity to sit anywhere on the plane according to our travel needs for that particular trip. If I'm traveling with a group, it's good to sit in the back, with our group together and away from the kids. If I need to make a connection or time is an issue, I can sit towards the front of the plane, etc. I think the open seating policy is actually something most people enjoy, and the vocal minority criticizes. Make sure your research proves otherwise before making us all stay between the lines...
Open Seating should be retained. It is more than just a critical link in efficient boarding and part of what makes this airline uniques.
There is another equally important factor not to be overlooked: quality of life through the customized flying experience. Open seating allows a customer to fit his or her flying experience to their needs on that day. For example, the person who recently twisted their ankle can try for an aisle or bulkhead seat. The person traveling with little children can get their whole entourage closer to the bathroom if that's a priority. The traveler who really needs to be towards the front to make a tight connection or just get out fast can sit up front and the person who want a little quiet time to nurse a headache or do some work can retreat to the back (if the plane is not full, which is a rarity these days!). I think this freedom and flexibilty to choose your travel experience is critical -- and not just because I met my husband standing in the B line waiting to board. To think, it we hadn't had the option to sit together that day, we wouldn't be who we are today. Thank you for asking us what we want -- please listen carefully to your loyal customers. Thank you.
Kim's comments pretty much say it all for me.
However I do have a comment for Karl Turban - if you know where the "crying children" are - why don't you sit "far away" from them?
With open seating you can sit anywhere you want.
KEEP OPEN SEATING!
There's nothing worse to me than buying a last-minute ticket and finding myself sitting between two people much larger than me; at best, I can play musical chairs -- if time permits -- to try to find another seat on the plane. With Southwest, even if I am compelled to take a middle seat, I get to choose who I sit next to. And because I travel a lot in-state, often I already know that person.
When a formula works, why change it? New Coke didn't do very well. There's no need for a "New Southwest."
There's still a lot of cities that are aching for Southwest service. That's where the growth is -- and not these frequent fliers from other airlines that probably wouldn't fly Southwest anyway because there is no first class, no priority boarding for Elites, frequent flier credits expire, etc.
I HATE open seating -- it makes the entire boarding process so agrivating that I will always book a flight on another ariline if I can get a similar rate. If you do keep the cattle call, I would be willing to pay a reasonable premium ($5-$10 per flight) to be one of the first to board.
Are you INSANE? If Herb was dead, he'd roll over in his grave. Changing one of the most famous things for which you're known is the most silly idea yet. The flying public only wants a few things: low fares, comfortable and safe transportation and no hassles. Please don't screw up your business plan that made your business work!
NO! NO! NO! I fly Southwest everywhere I go (except Atlanta - can you do anything about that?) and much prefer your open seat boarding. Assigned seats slows boarding and you can't choose to sit away from screaming children! Please don't change things - open seating is one of the things that makes Southwest well, Southwest.
I love the current seating procedures at Southwest. PLEASE DO NOT change to assigned seating. I enjoy printing my boarding pass online 24 hours in advance, and I appreciate SW attempts to block the attempts by non-SW sites from charging for this service. My only concern is that too many "Pre-Boarding" folks take unfair advantage. I think that the idea of asking families with children to board early and move to the REAR of the aircraft is a good one. Since there is no lingering near the front lavatory, rear placement of the children would prevent the current running up and down the isles of youngsters, which prevents flight attendants from delivering beverage service. Let the "obviously" handicapped, and those with no overt disability (require a handicap placard) sit near the front. Please ask those that need a wheelchair to remain seated until other passengers deplane. These couple of suggestions would speed up an already very workable streamlined SW procedure. Keep up the good work. You ARE my favorite airline!
Posted by Lynda June 23, 2006
ASSIGNED SEATING, ASSIGNED SEATING -thru the internet eiher 24 hours prior or when you make reservation. I have lately flown Southwest back & forth from BWI to Ft Myers due to your schedule, flight times, and prices with NS as compared to AirTran, YET I DO LIKE ASSIGNED SEATING- I too do not want to stand in line 20-30 minutes when people start quing up. I also look at flight times due to business, but your competors such as Air Tran, USA3000, & USAir all have assigned seating which makes it easier for someone who flies back and forth 4-5 times/year.
Finally! I felt so strongly about the "cattle car" effect, I wrote you a letter last year requesting that you assign
seating on flights over 2 hrs. I got tired of witnessing the arguments over who was in line 1st, who was saving
space in line w/ a piece of luggage; who was saving seats which goes against the whole premise of first at the
airport gets best seat and my favorite--the glaring looks and negative comments made when 6 people board with the child or handicapped person. Since the planes are flying with smaller seats, larger people, and full seating, assigned seating would
reward those people booking first, allow people to actually sit in the seats instead of standing at the gate, and avoid the verbal
or, yes, physical altercations I witness every time I fly nonstop on a longer flight.
I find it interesting that those who already fly WN frequently want the system left as it is, and those crying for assigned seats have only the promise of future business to offer. Could we be seeing an orchestrated campaign to make you as inefficient as the others since they were unable to win in the courts?
I'm a family flier, not a frequent flier (5-6 times a year). Because of the non assigned seating, Southwest is our airline of last resort. As a rule of thumb, I will pay up to $50 a ticket more to fly on another airline to avoid the cattle call. I'll pay even more to avoid the Southwest lines at LAX.
I travel frequently, and with the exception of a short flight between Baltimore and Manchester, NH, I won't fly SouthWest due entirely to my dislike of the cattle call. Perhaps my most frustrating moment dealing with Southwest was when I arrived at the airport a full 2 hours in advance of the flight in order to get a decent seat, and was pulled out of line at boarding time for an additional security screening. I ended up at the back of the line. Extremely frustrating! Assigned seating is a idea that is overdue at Southwest.
The problem with the current boarding procedure isn't "open seating," it's the cattle car atmosphere in the gate area that proceeds it. If you can figure out a solution that eliminates the urge to line up (thinking off the top of my head, what about giving everyone a number and board in groups of ten?), you might have the best of all worlds.
Over the years Southwest Airlines has developed a great reputation for efficiency in moving folks around the country.
I believe one of the best features has been the open seating. Certainly there have been times when I have been among the last few people to board and have mumbled under my breath about "assigned seating", but even at those times I know that in reality the open seating system works very well. One of the best parts about it is that it is non-discriminating. It doesn't matter whether you are the CEO or the labor hand, you get to sit where your airport arrival (or online boarding pass retrieval) permits. Speaking of online boarding pass retrieval, I might just mention that most of the recent grumbling I have heard in the "cattle lines" has come from people that arrived at the airport very early but still didn't beat the online retrievers to the "A" passes. There might be something to consider in that process. Perhaps making 20 or so spots available for the folks who get to the airport early might alleviate that sort of grumbling.
Anyway, I appreciate the service provided by your airline and its great employees. My vote is to keep the open seating policy.
Regards to all,
David Cerchie
Assigned seating is a horrible idea, and I'd hate to see Southwest implement it. I fly Southwest whenever possible, though on occasion I end up on a different airline due to flight availability (i.e. for my Grandfather's funeral this past January).
Every time I've flown some other carrier, it has been amazing to watch how much less efficient the boarding process is than with Southwest, due to the disaster that is people looking for, and being forced to cross each other to get to, their assigned seats. In addition, customers are usually much more grouchy getting into their seats on other airlines -- they have no incentive to board quickly, and they're busy anticipating the loud/smelly/fat/otherwise aggravating person they'll be forced to sit next to. More often than not, I've run into families that are busy yelling at flight attendants over the fact that they're nota ble to sit together due to the way their assigned seating fell. Most of the time, assigned seating does nothing but make customers unhappy while losing the airline money.
People who are complaining about the need to arrive early at the airport even when they've bought tickets well in advance are just whiners. It's not hard at all to get in the "A" boarding group -- in all of the times I've flown Southwest since the introduction of online checkin, I've never once been in "B" or "C" -- and any seat you get in the "A" group is going to be a good one.
Even going with a small set of assigned seats presents serious problems. Part of the beauty of Southwest is that you can get a great seat through your own efforts, i.e. checking in and/or showing up early. If assigned seats were sold at a higher rate than regular seats, they'd almost certainly have to be the good seats (i.e. front few rows, exit rows, etc.), else no one would pay for them. The problem here, though, is that if you give all of the good seats to people who are paying extra, regular customers will lose the possibility of an excellent seat, and become very irritated in the process. You're likely to alienate a large portion of your customer base to please a very, very tiny portion thereof.
I love to travel, and I'm always looking for the best and cheapiest airfare to wherever it is I'm traveling to.
Southwest has more times than not been the airlines I have chosen, because of your low prices. There's only one thing that I
dread about traveling Southwest and that was that you did not have assigned seating. There was a few times that I purposely
booked on a different airlines to get the assigned seat, of course I had to pay a little more. So, I say all this, to say please, please
implement the assigned seating as soon as possible. It would be nice to also keep the lower prices too!!
Thank you
Lora Mouton
I have a business account with SWA. I also am a business and holiday traveler and I see no reason to change to assigned seating. T
I see more delays of boarding passengers than with the ABC system. I believe more education on the procedure will help as I have seen more people try and bring items onboard that exceed the airline policy and this leads to more time per person to board and seat themsleves. The ABC system is what I really enjoy about the airline and the system works fine. If its not broken don't fix it! Thanks.
Great idea, Bob. The boarding passes already are pre-numbered...make us line up in that order.
Please switch to assigned seating. The cattle call brings out the worst in people. I have been jostled, bumped in the back, and
even knocked aside by people who want to get to their most preferred seat. Then there are the ones who rush in and demand to
save seats for others in an effort to circumvent the present system entirely. In short, the present system brings out the worst in
people. And how does it save boarding time? Perhaps at the ticket checking entry, but then everyone is held up by all the people
first in line who also grab the first seats and then have to block the aisle as they stow their luggage, a serious bottleneck that brings access to a grinding halt. It's all tiresome, humiliating, uncivilized.
I have been flying Southwest for most of the past thirty-five years. Junes Spirit sumed up what has made Southwest the best and most profitable air line, they take care of their customers. Going to assigned seating would be a mistake and I feel slow down the boarding process. Have you thought about what SW would gain? The last 6 flights I have been on were all full so why change for the few who refuse to fly Southwest because there is no assigned seating? Someone above mentioned that restricting carry on luggage would do more to speed things up, and I agree. There are always young familys along with frail men and women that have trouble lifting and placing their bags in the carry on racks.
There needs to be more attention paid to those waiting at the gate. Some airports have seats in the group boarding area and some do not. It would be nice to be consistant. People also have a tendency to "mark their spot" by putting luggage down then finding a seat somewhere else. I thought this was not allowed by TSA. If they want to be first in line they can stand like I do. Thanks for listening
So, you all love open seating...great. Good for you. Let me tell you what I think of open seating: I live 20 minutes from BWI, an airport I love, yet I drive an hour to Dulles--an airport I loathe--to fly jetBlue instead. Not only do they offer assigned seating, they have on-board entertainment.
Crazy, you say? Well, I'm not flying 45 minutes to Albany. I'm flying trans-con. And I don't want to be crammed in the middle of two fat people for six hours, with nothing to do except stare at the in-flight magazine. And before you tell me that that's my own fault for not gaming the General Admission seating, I'll explain that I also have better things to do than stay up until midnight the night before to print my boarding pass, so I can stand in line for an hour in the "A" group.
Clearly SWA is a great airline for those flying short-haul (especially if you think flying to Long Island is a great way to get to Manhattan), or for those who think that the Greyhound-in-the-air experience is some lind of a lark. But for those of us who want a little comfort in our travel, and are trying to go someplace farther than Buffalo, there's plenty of quality LCC competition (jetBlue, AirTran) that offers the same low prices, but with a superior product--including assigned seating. So that's where I'll be.
That should leave plenty of room for you guys to wax poetically about how wonderful it is to be treated like schoolkids on a field trip.
DEAR SOUTHWEST ..... AS A VERY FREQUENT BUSINESS FLIER OUT OF LAS VEGAS, MY BUSINESS MODEL INCLUDES EASY ACCESS TO AIRLINE TRAVEL. I AM ALWAYS AMAZED AND PLEASED ABOUT HOW EASY IT IS TO DO BUSINESS WITH YOUR FRIENDLY PEOPLE. LAST MINUTE CHANGES ARE COMMON FOR BSINESS PEOPLE AND YOUR SYSTEM HANDLES THEM WITH EASE. I HAVE NOW DECIDED NOT TO TAKE NEW CLIENTS THAT ARE IN AREAS NOT SERVED BY SW NON-STOP OR NO CHANGE FLIGHTS.
YOUR OPEN SEATING IS A VERY IMPORTANT PART OF YOUR FRIENDLINESS TO US LAST MINUTE FULL FARE BUSINESS PEOPLE. CLASS A BOARDING IS VERY VALUABLE TO THOSE OF US WHO CANNOT RISK BEING SEPARATED FROM OUR CARRY-ONS FOR SECURITY REASONS OR TIME DELAYS CAUSED BY BAGGAGE AREA WAITING.
YOU MUST NOT START THE RESERVED SEATING MONSTOR THAT WILL IN THE LONG RUN COST YOU THE LOYALTY OF YOUR BUSINESS PEOPLE (YOUR MOST LOYAL/FULL FARE CLIENTS) WHO NEED EARLY OPEN BOARDING OPPORTUNITY.
I DO SUGGEST THAT YOU LIMIT THE 24 HOUR PRIOR BOARDING PASS OPPORTUNITY TO THESE FULL FARE PASSENGERS WHO DESERVE SPECIAL CONSIDERATION SINCE THEY ARE PAYING THE HIGHER FARES. IN FACT I WOULD HAPPILY PAY FULL FARE FARE TO BE MORE ABLE TO GET THE EARLIER CLASS A BOARDING PASS
IF YOU REALLY WANT TO SPEED UP THE TURN-AROUND TIME, THE PEOPLE WHO GET EARLY BOARDING BECAUSE OF PHYSICAL PROBLEMS SHOULD BE THE LAST TO GET OFF THE PLANE. BECAUSE OF THEIR DIFFICULTIES THEY ARE SOMETIMES VERY SLOW AND THE BLOCK THE PROCESS. FAKE EARLY BOARDING REQUESTS WILL GO DOWN AND BE USED BY THE PEOPLE WHO REALLY NEED IT. UNLOADING THE PLANE WILL GO FASTER AND FOCUS MORE ON THE TRUE DISABILY PEOPLE ( WHO WON'T FEEL AS PRESSURED BY HOLDING UP THE LINE)
I HAVE A NEW BUSINESS VENTURE FOR SOME OF THE FAKERS OUT THERE. THEY CAN SELL INFLATABLE BABIES FOR
EARLY BOARDING PRIVILEGES.
AS ANOTHER BLOGGER SAID, YOU DON'T HAVE TO JUMP OFF A BRIDGE BECAUSE EVERYBODY ELSE IS DOING IT.. THE SW BUSINESS MODEL IS DIFFERENT AND IS BETTER. THAT'S WHY YOU'RE SUCCESSFUL. BEING TREATED LIKE CATTLE IS NOT TRUE. YOUR SUCCESS IS BECAUSE YOU HAVE THE BEST MAINTAINED EQUIPMENT, THE BEST PEOPLE AND WHEN SAFELY POSSIBLE, YOU'RE ON TIME.
Its about time! Welcome to the rest of the world.
I absolutely LOATHE the lack of assigned seating. More than anything else, I hate having to stand in line for an hour before boarding, to avoid having the last choice of seats. I almost got into a fight in Tampa when some fatass who arrived late & sat till the last minute tried to cut in front of me.
I love Southwest's prices & schedule. But if JetBlue ever starts using BWI, you'll have seen the last of me, and the lack of assigned seating is the only reason.
Please assign seats. I have been on so many Southwest flights that a family with small children is boarding late because of
delayed flights and the whole plane has to rearrange to allow them to sit together. I have actually had people offer me cash for
a seat so families can sit together. Open seating is the stupidest thing I have ever seen and not because I grew up on assigned
seating, but have you had to listen to a screaming kid. I was actually on a flight that a woman had given up an isle seat for take-off
only to seat a parent and child and then create a rucus to get the isle seat back after take-off.....I hate flying as it is and this makes
it more unpleaseant. Since your airline operates like a bus with wings at least assigned seating will had back some of the
pleasantness of flying. There are times when you can't get to the airport a week early to get that A pass or don't have access
to a computer, having an assigned seat will
Assigned seating is DEFINITELY preferable. Trying to arrange one's schedule to be online 24 hours prior to flight time in order to get "A" is a royal pain.
Count me in as another frequent Southwest flyer that doesn't want to see you go to assigned seating. Having an assigned seat is highly over rated and certainly not worth the extra effort and time it takes to board.
How about assigning seats in the boarding area? If not numbering them, have them labeled by letter. This way the overachievers in the front of their respective lines wouldn't have to stand the whole time to save their seat!
I refuse to fly Southwest because Southwest is a cattle plane and offers cramped seats. I prefer assigned seating. It will be faster if you allow everyone to board planes. I will never choose Southwest.
Open seating is the main reason why I have never flown SouthWest. I am a consultant (gypsy) and travel every week is norm for me. I figured I better speak up or you might get the wrong impression that the majority LIKE open seating. Most of the comments I see here are from people who routinely fly SouthWest and of course they like open seating or they would be flying another airline. People like myself never fly SouthWest; so, you do not have a clue that we exist. I would not have known to leave a comment here if it were not for being mentioned by Ben Mutzabaugh in his daily column. So, put in reserved seating and I will be very happy to fly SouthWest. Thanks.
It seems that you are fighting 2 classes of people. As a business traveler the open seating is perfect
but on vacation travel booked well in advance it is nice and comforting to have an assigned seat when you have
6 or 7 people traveling together. I have talked with people who have bigger families and they say that it's one more
thing to worry about getting in line and hoping they can sit together. Maybe a hybrid method can be implemented
Southwest has always been a leader so I have no doubt they will come up with a unique solution to this problem.
I'm an infrequent flyer of southwest but when I have flown I've always enjoyed my experience. I usually fly southwest when I need to get somewhere quick and can book a non-stop flight. When I first flew southwest I was shocked to find that there are no assigned
seats but as long as you checked in early you could get a decent seat. Well my first flight I did just that and ended up with a nice bulkhead seat right up front. The trip was great and the flight attendants were fantastic and lived up to everything southwest plugs.
I can see the reasoning behind wanting to switch to assigned seating, I know I like the knowledge of having an assigned seat when I get to my plane but I also like the fact that if you book late and check in early you can still get a decent seat. That said I feel that Southwest should keep the ABC boarding policy. It's what makes you different from the rest of the airlines. Notice all the airlines with assigned seating are the ones struggling. Hmmm? Co-incidence? I think not.
I think southwest needs to keep some of what makes it unique. Sure change is inevitable but don't make change to attract new customers and possibly alienate your current ones. Make change because it works for the company then explain that in depth to your customers because some of your customers are stockholders too. I've only flown southwest twice but my experience each time is what prompted me to make an investment in your stock.
I would much prefer assigned seating. I am able to print a boarding pass when I am home with the hope of securing an A seat. However, on the return flight, I do not have access to a computer and have to sit in the worst seats. I hate standing on line, even with the A boarding pass because I am in pain as a result of foot problems. Please institute assigned seating. Some people I know will not fly SW due to non-assigned seating.
S