Southwest’s new seating policy will just not fly.
The airline continues to receive heat from furious travelers strongly opposed to the airline’s decision to end its open seating arrangements – with some branding the move a “disaster.”
Fury is also mounting with the airline’s new booking system – with one traveler even comparing it to “extortion.”
Southwest formally ditched its open seating policyon Jan. 27 after 54 years. Travelers can no longer just choose a seat when they board a plane, and some will pay extra to ensure they have extra legroom.
But, the dramatic policy change hasn’t been welcomed by all.
“Southwest needs to go back to open seating,” one traveler wrote on X.
“This new assigned seating is a disaster and also take away from A-list perks. Bad move.”
Another claimed Southwest’s open seating policy helped the brand stand out from rival carriers.
“The reason many of us flew Southwest was because of the open seating and the luggage,” a second X user said.
“If I wanted to be treated in this way of the new policy, I would fly any other airline.”
And, a third disgruntled passenger claimed Southwest had gone from being a “solid airline… to perhaps the worst around.”
Scores of travelers have already urged Southwest chiefs to change course — with some travelers seemingly having problems getting familiar with the airline’s new booking system.
One Redditor documented their struggle in a post titled: “Now it’s extortion.”
“Bought a Basic Fare non-stop ticket for my daughter. Check her in EXACTLY 24 HRS before departure,” the parent said.
“It says there are no seats, she’s on standby and may have to take a later flight ( that would be next day).
“So I check the “upgrade seat” option and, sure enough, there are literally dozens of empty seats FOR SALE on her flight. And even worse, according to the seating chart, there were well over a dozen seats in light blue in the back of the plane that it wouldn’t assign her.”
The Redditor lamented how her daughter would’ve just been given a letter prior to boarding under the old system.
Tony Roach, the company’s Executive Vice President Chief Customer and Brand Officer, revealed cabins will see an upgrade, as reported by the Austin American-Statesman.
In a letter to travelers, he said planes will be fitted with larger bins that can hold up to 50% more bags.
The larger bins will be installed in at least 70% of the carrier’s fleet by the end of 2026, according to Roach.
Roach said feedback received following the brand’s seating policy change has been “invaluable.”
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