Southwest to Make Changes After Customer Complaints
Southwest switched from an open-seating to the new assigned-seating policy last year and also started charging for bags.
We have already seen lots of complaints on social media about the new boarding process. Some of the complaints from travelers have been about slow boarding, flight attendants being very strict about seating assignments even on empty planes, and lack of overhead bin space near their seats.
Now Southwest says it will make changes based on that feedback, which will include “several enhancements” to tackle newer issues caused by the transition to assigned seating in late January.
Here’s the full text of the email:
“First, thank you for being a Southwest Customer. As we’ve transitioned from open seating to assigned seating, the feedback we’ve received has been invaluable. We’ve already made several enhancements and will continue refining the experience to reward your loyalty while delivering the industry’s best operational reliability and hospitality.
Here’s what’s rolling out next:
Better-balanced boarding groups: We’re refining how boarding groups are assigned to improve overhead bin availability near your seat while maintaining the fast boarding and deplaning process you expect from Southwest.
More overhead bin space: We’re upgrading our cabins with larger bins that hold up to 50% more bags. At least 70% of our fleet will have these larger bins installed by the end of this year which will improve bin space availability near your seat.
Designating bin space for Extra Legroom seats: Throughout the month of March, we are adding signage to the bins above our Extra Legroom seats to reserve them for Customers sitting in those rows.
Thank you for your continued loyalty. We’ll keep listening to feedback and keep you updated as we roll out additional enhancements.
Best,
Tony Roach EVP Chief Customer & Brand Officer”
