In response to comments in our November announcement posts about our new boarding process, I asked that you be patient and allow our Frontline Employees to get used to working the new procedures. It's now been two months and two Holidays since we started the new boarding process. Thank you for giving us time to adapt. Here's what I heard and saw in Nashville during Christmas.
I actually left my comfort zone (aka Baggage Service) in the month of December and spent some time working at the gates to see how things are going. What I saw was a lot of Customers who have adapted to the new boarding process. I also saw a few that didn't know we made some changes because they only fly once a year. But, they adapted quickly. And best of all, I saw lots of people sitting around not worrying about their place in line (standing in line was the biggest complaint about our old boarding system).
I heard our Operations and Customer Service Agents doing a great job with the new announcements. They are flowing much better now and many Agents have added their own personality. Additionally, Operations Agents did a better job keeping order when Customers tried to board out of turn. Maintaining boarding order was something that had been requested by our Customers.
I actively sought comments from Customers and Coworkers. The comments I heard were mostly favorable. Everyone liked not having to stake out a place in line. And to my suprise (and it would be to the surprise of a lot of the negative blog comments we received), quite a few Customers paid to upgrade to Business Select after receiving a C boarding pass.
We did receive some negative comments at the airport and some people were caught off guard by the changes. But despite some of the initial concerns, the new procedures are definitly offering a more comforable, and stress-free gate and boarding experience for our Customers.
I'd like to hear from both Customers and Coworkers about your current (real-life) experiences (as opposed to perceptions) with the new boarding process. How's it going now?
Comments
I have been a longtime customer of SWA and didn't mind the old system. I understand that you are trying to make the process better but it is not working as though you intended. I was on a flight leaving Orlando last night and I was B8. So understandbly I waited until the As were done and then attenpted to process to my spot in the corral. Well, all the Bs betond me were already there and were not in their designtaed spot. At least in the old days you got in line and whoever was in line in front of you was just that. Now I actually have to "cut" rude people who refuse to take their proper position. The gate personnel need to do a much BETTER job of making sure that people go where they are supposed to be if this will work; otherwise I see fights ensuing and people switching to other carriers.
I agree with Jo-Ann. The main "awkward" moment is in the fact when it comes to lining up if I have a lower number than the people in front of me, I am either forced to try and politely navigate myself in between. Honestly, it isn't worth the hassle or the potential confrontation (a sacrifice made by the passenger that I'm guessing Southwest considered and is willing to overlook with this new policy). So to make it best work, there are those with manners who are passively lining up behind those who don't care.
I will congratulate WN on one smart move that has not gotten any press. I noticed that the company is finally installing changing tables in the lavs. Too little too late for my family.. but nice to see there is a better option now for those with kids. I guess that's the token consolation for eliminating them from the preboard. Family preboard not an issue for us as we aggressively pursue A boarding passes. Traveled a couple of times and felt bad for the other passengers who were crowded next to us in the line up. Carrying the car seats through the aisles without bumping anyone was a bit problematic though.
Lots of changes in a short period of time -- most of which are positive for only a select few. I'm waiting to see if WN will still be the airline of choice for this year. Since other airlines appear to be actively offering other amenities on board for the benefit of ALL passengers (wi-fi trials come to mind), it is going to take a lot more than new seating in the gate area and some drink coupons to keep my business. Tighter fare specials out of PHX isn't helping their case either.
I have boarded in three different cities (ABQ, DEN, DAL) under the 'new' boarding process. I have seen that people have relaxed in the boarding area and are observing the new process very well. I have not seen any disgruntled travelers and no one causing problems. In fact, the boarding process is much faster than under the old system. Thanks for the new, upgraded system.
Does anyone know when the October Fares will be posted? I plan on flying to Las Vegas from Philly on October 22-27. Thanks!!!
I am so happy with the new boarding process. I fly on Southwest every other week and, with the previous system, trying to get to the gate and stand in line (even knowing I was in the "A" group) would get stressful. One of the most frustrating things about the old system was that folks would place a small bag as a placeholder in line while they went about their business. When groups were called to board, anywhere between 1 and 10 people could "own" the bag that was used as a placeholder. Let me tell you, those were stressful times. After standing in line for an hour, believing that there were only 5 people in front of me, I would find that I was now 25th in line. I also do not have to step over people who have camped out in line (think about the dirty floors and carpet that the old process forced people to sit on). Not only is boarding more pleasant but deboarding has improved too. I do not have to fight to get through the gate area because people who are waiting to board can actually sit and relax not get in the way of those deboarding.
I will admit, that the first time I was a little nervous because I was unsure how to approach the people who were already in line but the Southwest employees did a great job of instructing folks. Now I find that those of us who travel often are more than willing to help out the infrequent Southwest travelers on the new boarding process.
Southwest's commercials have got it right. I no longer have to get in line stressed out. I can grab a coffee or a burger and board the plane when my group and number are called. Everyone in line has been polite (unlike the process before where I saw several screaming matches break out when folks were perceived to be cutting in line). All I have to say to Southwest is thank you, thank you, thank you!!!
I am a Southwest employee and I have the awesome benefit as an employee to fly for free. One of the rules of flying as a non revenue passenger is boarding last. I have flown a couple of different times since this boarding proccess as been put into place and have been completely suprised. When I am boarding last I like to sit back and watch how everyone responds to the new change and how effectivley it works. I have to be honest and tell you that I was one of the skeptics wondering if this was actual going to work. Let me tell you that we have awesome people who work with us and who came up with this. The last three times I have flown I did not see one problem at all. Everyone who was boarding the plane knew what to do and our lovely ground ops employees explained the process perfectly. This is why I love working for this company.
The only time I noticed a problem with Southwest personnel with the new boarding process was in Nashville, when the A's were called to line about about 10 minutes before the plane ever arrived, and at least 15 minutes before anyone ever boarded, but at least everyone was ready. Other cities the agents have waited until just a minute or two before boarding begins to call for passengers to line up.
The early call was no better than the old system because the passengers were standing in line for so long. Other than that, everything with the new boarding process has been great!
My suggestion to Jo-Ann and Mike would be not to worry so much about position. If people have a larger number, they expect the people with smaller numbers to get in front of them, so the only awkwardness is in the eye of the beholder.
Perhaps it's the layout of the gates at Midway, but the lines are parallel to the windows, meaning it's very easy to simply walk up to the silver posts that mark the area for your "group of five". You shouldn't have to cut through already-standing people. But if you do, simply say, "excuse me" and don't worry about it. They have the larger numbers, they know how the lines work.
Love the new boarding procedure (Yes, I am on the A-list). There are still those passengers that cut in front regardless of their number and ignore procedure, but that happens on any airline. I found the non-conformists to generally be those who used to stand in line 2 hours before the flight to be first in line . This system is far less stressful for everyone. And, the boarding process seems to be smoother and quicker.
I do agree that SW gate personnel need to better police the system. I have seen B's and C's allowed in the A group (under the old system).
My recent flights from Nashville to PHX and back were a true joy. The boarding process was all new to me and went off very smoothly without a hitch. I'm sure in the very beginning of thought of this type of boarding system, it was doubted if humans could actually all get along and find their assigned boarding slot in line, but I found everyone very cordial and accomodating through the process. On the return flight, after having such a great time in AZ, I ended up with a very high boarding number. I was aware of this process and knew my high boarding number and was willing to accept it as it was. It eliminated the unknown and I had no high expectations, thus no anxiety. Although, I ended up in the very back of the aircraft, my flight attendent, who was just a delight, made sitting in the back of the plane a pleasure. That beautiful person, Debra or possibly Deborah could pass as 'the' face of Southwest. Afterall, it Is the people who make this a great airline, all the way down to the maintenance personel who changed the oil for this flight. That tidbit came from the pilot himself. I'm sure he cleaned the air filter too. Thanks Southwest, Kent
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