The Southwest Airlines new seating policy- implemented on January 27- no longer allowing passengers to pick their seat- isn’t satisfactory with customers as they take their complaints online.
Travel Expert, Catherine Banks, says the airline stood out among the competition. “This is just another step for Southwest being like all the other airlines. They used to be unique with their free bags and the unassigned seating- so you could get on and sit down. “Banks said.
She says the new policy could cost them. “I think as people get more accustomed to it that have been flying Southwest, I think that will prime them more for flying other carriers.” She said.
Customers taking to social media have become frustrated over the continued congestion being found at the front of the aircraft cabin. Since shifting to assigned seating, this has seen the early boarders fill the first few rows of the front bins, leaving little space for passengers seated in the first few rows of the aircraft.
She says the move could cost them their loyal customers. This will be a test as they no longer offer free baggage which they implemented May 25th of 2025, and no assigned seating. They want to make a gradual move; however, people aren’t typically good with change. “It’s not surprising at all that people are upset, because people don’t like change.” Banks said.
She’s right, that’s not human nature. We need time to absorb; especially when we’re traveling. People are already somewhat apprehensive trying to be on time. Perhaps adding more staff to assist with questions during this transitional phase would help. If people know a business is listening to their needs- most people are kindly receptive.