Southwest Airlines are refining their assigned seating arrangements following complaints from customers.
The carrier ditched its historic open seating policy earlier this year, saying the change reflected changing customer preferences. However, in the first months under the new process, passengers have complained about confusion regarding boarding groups. The lack of overhead bin space has also become an issue, with more customers taking cabin bags since Southwest introduced checked baggage fees.
Taking this feedback into account, the airline have announced several tweaks to the assigned seating system. Firstly, new boarding refinements will be introduced to make getting on the plane simpler and ensure each passenger receives the benefits they’ve paid for. Signage on some overhead bins will ensure customers in upgraded seats can stow their cabin bags nearby. Southwest also said they plan to increase the size of the overhead bins to hold 50% more baggage, a benefit that should be in place across 70% of the fleet by the end of 2026.
On the assigned seating transition, the airline told Simple Flying:
Since launch, we’ve been closely monitoring input and real-world behaviours to validate our assumptions and identify where we can refine the experience. Those insights are now informing a series of early adjustments designed to smooth operations and reduce friction as Customers and Employees adapt to the new boarding and seating process.
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