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.
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