Southwest Airlines lets passengers pick their own seats once they’re on board the aircraft. The earlier you board, the better choice of seats you have.
And Southwest allows passengers with disabilities to preboard, before those paying for business select (“A1 – A15” boarding positions) and elite frequent flyers. They’re given a boarding pass that says PRBD and can be accompanied by another passenger. (If you just need extra time, they’ll give you an XT boarding pass and let you board before family boarding, between A and B groups.
This is largely on the honor system, and as we know most people lack honor. This passenger complains that they paid for the most expensive Business Select fare which ostensibly means being one of the first 15 passengers to board, and they weren’t even in the first 50 to board.
Since many disabilities aren't visible, we're unable to question the validity of preboarding requests. We're sorry for any frustration caused today. (2/2) -Anthony
— Southwest Airlines (@SouthwestAir) October 15, 2023
Here’s another Southwest Airlines preboard perplexed passenger:
Seriously, @SouthwestAir do any of these peeps look like they need pre board?#southwestairlines #soithworst #goingkaten #preboatd pic.twitter.com/KZJfy0Whku
— rob wille (@therealrdub) October 19, 2023
Some unscrupulous people request wheelchair assistance at the airport when they don’t need it, using their ‘injury’ for a whole bunch of benefits:
- Early boarding gets them access to overhead bin space before other passengers, and avoids being forced to gate check bags.
- It also gets around basic economy restrictions at United which are enforced by boarding group, netting a free carry on bag.
- On Southwest they’d have their choice of seats on board.
- Plus help skipping security lines.
But this isn’t a “miracle” or “Jetbridge Jesus” flight where 50 people in wheelchairs board (getting them pre-boarding and first choice of seats) and not a single one of them needs wheelchair assistance when they arrive.
Pre-boarding scam at @SouthwestAir 20 passengers boarding using a wheelchair and probably only 3 need one to deplane. pic.twitter.com/3WyKuSWdtt
— Paul (@trendready) June 24, 2023
@SouthwestAir. The wheelchair scam continues this morning. How do a family of 'C' boarding Pre-board? Get grandma to sit in a wheelchair. Now the whole family (5) gets to accompany her. pic.twitter.com/JORUPaXdMr
— Paul (@trendready) June 25, 2023
A friend shares a not-uncommon sight from Puerto Rico:
55 "handicapped" during pre-boarding, including 25 wheel chairs
On his return flight, 15 used wheelchairs to board, only 1 to deboard pic.twitter.com/gHgIsnzsq7
— Bachman (@ElonBachman) February 19, 2023
Another flight on @SouthwestAir, and I’m happy to report being witness to more miracles. These poor souls came seeking a flight, and instead were healed. 🙌🏻🙌🏻
Always grateful for witnessing the miraculous healing power of flight. pic.twitter.com/7TCYn2T6BB
— Dave Ruminates (@dave_ruminates) April 5, 2023
Instead it’s a flight where people flag themselves as having a disability needing to preboard (preboard, first choice of seats) without wheelchairs. That’s the more respectful way to do it – they aren’t taking wheelchairs, or using the time of employees to assist them, that should be going to someone in actual need. They aren’t also making people wait for wheelchair assistance on top of securing early boarding.
The phenomenon is most common on Southwest Airlines because it doesn’t just mean assistance through the airport, it also means a better seat on board. So when we see a large lineup of wheelchairs, it’s more likely to be for a Southwest Airlines flight than for another carrier.
Southwest could solve this by asking those who are able not to take aisle seats, because someone with mobility issues won’t want to have to get up to let people into the window or middle seats, and also not to take the first several rows of the aircraft.
Southwest’s boarding system is broken. They need to go with assigned seats.
To be honest, I’m going to the same place, doesn’t matter to me where I sit on a plane. I’ll let the sad people get on first, if getting the exact same seat as me but in the front of the plane makes them feel special then it’s all theirs.
Would you even want to look or even be one of these losers? Enjoy your fake life
Flown with SW since the 90’s but much less within the past 10 years. There are 2 things I dislike about SW, one being their FF program and the other is the boarding system. Others will disagree but their system is too chaotic and absolutely too easily abused.
This right here is why I will never step foot on a SW aircraft
Sure, they could do this “Southwest could solve this by asking those who are able not to take aisle seats because someone with mobility issues won’t want to have to get up to let people into the window or middle seats, and also not to take the first several rows of the aircraft.” but it would be likely considered discrimination, and they will see more lawsuits then they have lawyers.
I totally agree people scam the system all the time. Recently, on a trip from TPE to LAX, I kid you not, 53 wheelchairs needed to be pre-boarded, but interestingly enough, all but about 10 of those people magically walked off the plane on their own.
There was a group of us in utter disbelief at how many wheelchairs had to pre-board and even more shocked at how many could walk on their own at LAX.
It is what it is and in the realm of things, it’s not a real-world issue and you just learn to deal with it.
Why can’t it be as simple as “you pre-board via wheelchair, you’re also getting off the plane in a wheelchair…and you WILL be LAST!”
But yah, count me in on the “just go to seat assignments already” crowd.
818 Pilot Guy: You don’t have to deal with it. I have flown thousands of times and only 2x on SW. Avoid flying them and if enough of us do that maybe things will change. It’s simple, pre-assign window seats for those who pay for priority boarding. That will put a stop to this nonsense. Truly disabled persons seldom want or can safely be put into a window seat. Think about what will happen in an emergency scenario? If SW management doesn’t care enough to fix the problem then I certainly don’t care enough to fly their carrier.
Simple solution, pre-boarders are only allowed to sit in the last rows on the plane. First on, last off.
Southwest creates a toxic atmosphere with their boarding system. And as mentioned in the article, it’s harmful (and disrespectful) to those who ACTUALLY NEED assistance because they’re taking up resources and learning staff to wonder if someone else is actually disabled or not.
They need to just let people pick their seats during booking like everyone else does.
I have trouble walking. But can walk short distances with assistant. I ask for a wheelchair assist. I find after a flight I need to stretch just a bit. I ask the attendant who has my wheelchair if they would mind letting me walk up the gangplank (being able to hang onto the hand rails as I do) then sit in the wheelchair to get to the front of the terminal. I always carry my handicap plaque with me when I travel and would have no problem showing it if asked.
Perhaps there should be a new requirement wherein those claiming the need for wheelchair assistance are required to remain in their seat upon landing until all others have deplaned and then airport staff can board to assist them deplaning in a wheelchair. Unfair to those with a legitimate need but might weed out the fraudulent losers.
NO, Gary, MOST people do not lack honor. Enough do that it is beyond frustrating for those that live by the rules.
The problem w/ preboarding is that the government has reduced everything to unverifiable me and my needs.
All WN has to do is preboard passengers in wheelchairs w/ WN staff as many other airlines do and allow at most one family member and the two have to sit together. If they want an aisle, they need to sit at the back of the plane or someone is guaranteed to need to crawl over.
WN’s lack of seat assignment system doesn’t work anymore.
I was on a WN flight a couple weeks ago and was at the 6th row when the flight attendant made an announcement that the flight would be full and people need to let someone in or move over. The couple at the row I was at in the aisle and window moved over and I got the aisle. Sometimes it works out because of good FAs.
Stop this garbage of saying SW needs assigned seats. Their systems works.. until these scammers start their pre-boarding shenanigans.**
Make the preboarders sit in the back and this problem goes away.
** – I know not every pre-boarder is a scammer.. but the ratio of folks needing a wheel chair going on the plane vs coming off the plane is NEVER 1:1, esp. in places like Vegas, Phoenix, BWI, etc.
Every time I point out this abuse, it ignites a firestorm of opposition from supporters of the genuinely disabled. Sadly, it’s a red flag issue and the strong opposition. To discussing it just enables this stuff to continue.
From the U.S. Department of Transportation website relating to passengers with disabilities:
“If your airline does not provide an advance seat assignment, you can request to board the aircraft before other passengers if you need additional time or assistance to board, stow accessibility equipment, or select a seat that best meets your needs.”
The operative word here is “request”. There is no language in this provision which mandates that a passenger with a disability be boarded before other passengers.
Furthermore, and perhaps more importantly, with the provision that adequate seating is cleared and reserved in the rear of the plane for the number of people who line up to board early due to their “disabilities” (20 people line up, twenty seats are cleared and reserved in the rear of the plane for them) boarding passengers last will not compromise the stated goals of needing “additional time or assistance to board, stow accessibility equipment, or select a seat that best meets your needs”.
And note to Southwest: just watch how much faster and smoother your boarding process goes when you implement this procedure.
Every time I meet a gorgeous WN crew member or think of using my A-List Preferred Status and actually booking WN (it’s been about twenty years since I’ve flown WN) I read a sad WN story about these WN peeps and other WN behavioral artists, and I put off booking WN in favor of DL. Just because I don’t trust my own behavior upon being within arm’s reach of any of these WN scammers, and onlookers or police wouldn’t know the difference about which of us is the scammer peep.
All pre boarders should be required to sit in the rear of the airplane – this will stop this crap.
Another simple solution. The seatbelt for a wheelchair boarder is locked upon landing, and not unlocked until a wheelchair comes to take them off the plane. It can be spun as a ‘safety enhancement’. When these scammers realize they will be the last off the plane they will be less likely to play games.
WN used to do almost exclusively shorter flights and quite frankly while it was not as appealing to end up in a middle or a way towards the rear of the plane, it was just for an hour or two., And heck at places like BUR, if you were in the back of the plane you could sometimes get off quickly with the rear stairs.
With WN now flying flights that are 5-6 hours, I care where I sit and I will book on carriers that can give me more certainty on my seat.
Hello Gary, first, I agree with 818PilotGuy: I was on a flight from TPE to LAX two weeks ago. There were (I am not making this up) THIRTY SEVEN wheelchairs (each of those passengers accompanied by one or two or three or more other passengers). I estimate that when they finally boarded Business Class that I was probably about #150 to board. Interestingly, one of those “disabled passengers” sat across the aisle from me (I was in the single seat 4A). She looked plenty healthy as she marched up and down the aisle (rapidly) to go to the bathroom to comb her hair (the old lady fussed with her hair throughout the overnight flight). And “Katy Bar The Door” she was off the plane ahead of me, and walked faster than I did to Immigration. This is a scam !!
My second worst experience was on an AA from Tokyo Narita to DFW. There were (not making this up) 39 wheelchairs (again, each accompanied by a small band of people). Then AA let “those needing a little extra time” to board next. Then 4 CK’s. I counted: by the time I boarded (I was the first passenger in the Boarding Class line), I was #167 to board. And that is Business Class? Really? You gotta be kidding me. Oh, the overhead bins were mostly full. I had to search all over the compartment for a place to put my one computer bag. A total farking scam. And onboard, there were a lot of “Jesus Miracles” as people experienced cures to their needing a wheelchair.
The WORST (this one is easy to pick) was a flight from Santiago, Dominican Republic (after playing golf) to Miami on AA. I had heard that the wheelchair line would snake around inside the terminal. Man was that right. OVER FIFTY (THAT IS 50) wheelchairs. Never saw anything like it before. But if I go to DR again, I guess that I’ll expect it again.
This has become the new “Service Animal” excuse. And speaking of which, what they hell happened to enforcement of that. My last 3 flights have seen one poodle, two poodles, and one poodle (and the lady with two poodles came to the Admiral’s Club where the dogs barked constantly. I thought that AA had a handle on that stupid problem. Not only is a poople the most worthless animal around, it surely could never be a trained service dog. Guess it is time to take my friend up on his offer of a three-foot alligator (wearing a “Service Animal Vest”, of course) to bring it aboard (“it comforts me during a scary flight with barking poodles and all of the people raising their hands and shouting “Thank Jehovah, I’m Cured”).
Fix the problem, FAA and Airlines. Or let’s get Congress to fix it for you forever.
EdSparks58
Like many others have already stated, SW can easily fix this by creating a new boarding policy for disabled that they are only allowed in the last few rows. First on, last off. If they need the extra time and assistance, then this is the best solution. Last off means they are not slowing up deboarding and allowing all those who can exit the plane quickly and easily to do so. I guarantee if they diud that, you would see these long lines of disabled pre-boarders go down to just a few of who are actually disabled.
“…we know most people lack honor.” It doesn’t speak well for you if that’s what you think of your fellow humans.
Forcing pre-board folks, in wheelchairs, to walk to the back of the plane. Now there’s a genius idea. No flight would leave on time.
I have complained as well.
Here is the best solution.
All special needs get on first and are seated I. The back of the plane.
Anyway they need help to get off, this solves all the issues.
1) They don’t take up the premium front seats.
2) They don’t deplane 1st when they are “handicapped and take up a lot of time”.
3) You will see A 90% reduction in scammers.
A few years ago, I travelled on a SW flight to Phoenix. There was a group of young women, competitive volleyball players, waiting to board. One of the women players had one leg and used a prothesis. She was allowed to board in the “needs extra time group “ before any of us in the A group. She boarded first with 1 friend and they immediately sat in the exit rows on both sides of the plane (which is not allowed if you have a disability that requires early boarding). When my husband and I tried to take the open seats in the row, the girls would not allow it as they were seat saving for other team members. I think SW pays more attention to the use of the exit rows now but I still try to avoid flying SW due to their overall boarding policies.
I flew last month on Virgin Atlantic and paid extra for premium economy that allows preboarding after first, disabled etc. Premium was called and there was a surge at the gate. I was behind a couple who handed over their passes and the machine bleeped and they were asked to stand aside. Obviously trying to game the system. and board early. I was smiling inside I have to say as I walked past them.
Reminds me of the people who park in handicapped parking spots, hang up the handicapped decal on their rearview mirror, and walk out of their car like they are going on a stroll in the park. See it all the time.
Another potential solution (which I realize would take more person-power at the airport):
If you require a wheelchair to board the plane, then you will be required to use a wheelchair to get off the plane. Airline notes the name/seat and requires them to wait until all other passengers deplane, and then they help those who required a wheelchair. Say that it’s for insurance/liability reasons and the airline wants to ensure you are safe throughout the whole process.
Is this realistic? Nope. But if enforced a few times it could potentially help.
I experienced this on a flight between TPA-SAT a few weeks ago. I was flying on a business select ticket and was assigned boarding position A1. As I and other people in the A1-A15 boarding positions waited to board, we watched at least 25 pre-boards–only three of whom were in wheelchairs–get on the plane before us. The most ridiculous part of it was a group of 10 people, all of whom were mobile, that bullied the gate agent and another WN employee until they were allowed to preboard. There were three young kids (not infants or babies) in the group, but that was it. By the time I boarded, the first three rows of the flight were occupied. I tweeted WN about it, and here’s the reply I received:
“Hello, Flying Buccaneer. Please know we work hard to maintain the integrity of the boarding process while providing accommodations for all who fly. Since many disabilities aren’t visible, we’re unable to question the validity of preboarding requests. Send us a DM for any assistance. -Alex”
This seems to be their standard reply. So what’s the point of buying business select fares if the biggest benefit (boarding first) is lost? The free beverage and wifi don’t justify the premium fare.
My response to WN’s tweet?
“So basically, I should just claim that I have a disability if I want to board early. Got it.”
Maybe the way to get WN to fix this boarding process is for everyone to claim they have disabilities.
So what does Buttgieg do?
I agree with Flying Buccaneer: let’s ALL L claim disabilities for each flight. Then these airlines have to act.
I don’t know about out, but I am going to Walmart this weekend to buy one on those telescoping canes. Shoot, it will collapse down to fit into my suitcase once I’ve boarded. Now to perfect a slight limp. Did I hear someone saying “Mr. Dillon, wait Mr. Dillon”.
EdSparks58
EdSparks58 — Great suggestion – I am heading to Wal-Mart shortly.
Or, board them first but escort the group to the very back of the plane. They would then be last to deplane (in order to give them more room).
Or, permit handicapped status to those who had pre-registered with it online. Doctor’s certificate required.
Wow, I almost felt guilty needing a wheelchair for the first time after foot surgery and having a walking boot until I saw this article. I can walk, but not for long distances and if I do it’s very painful. I was embarrassed honestly, being wheeled to my gate. I guess I shouldn’t have been.
A simpler solution would be to reserve the last 10 rows for preparing. That’s 60 seats. Once the last pre boarder crosses row 20, start a list boarding. Let them have any seat and overhead back there. My gut feeling is at that point, only 10-20 seats (if that will get used). Plus, it’s mostly families sitting back there. Not attractive to anyone gaming the system.
Maybe it’s the engineer in me, but this is easily solved. A1 to A15 board first, and then the preboards and need extra times. And yes flag both of those groups to go behind the wing for seats.
Eric:
To obtain a handicap parking permit, the application must be completed by a medical professional. My dad looks fine getting out of the vehicle and walking inside. Since his cancer treatments, he gets winded and can’t walk very far. He doesn’t preboard.
I don’t understand why the FAA can’t require a “permit” for preboarding and require the same.
I was an A list preferred customer for years on SW who always flew on a business select ticket. I have switched to AA and Delta for this very reason. Honestly a first class ticket isn’t much more expensive and the flight experience is miles apart. Only issue is I now have to connect to most destinations instead of point to point.
When I fly, I preboard with a true medical condition. I always ask the gate agent if it’s OK. I cannot be bumped or jarred on one side of my body. I also have a medical device “installed” I always try to choose my seat with my bad side next to the window. I look fine and healthy to most people, and I have had rude comments and looks from people when i do preboard. I would hate to be stuck in the rear of the plane, as I am not doing anything wrong. I would be penalizing me for the fakers out there.
There should be no preboarding for wheelchair users, just regular boarding in the proper group number. No benefit will cut down on the numbers. Boarding will take the same amount of time.
Easy fix. Go in this order: 1. A1-15; 2. Military (who can argue with that?); 3. Preboard. 4. Normal SW process. Tall passengers try to pay extra fro A1-15 to get leg room. They have since moved on to other airlines.
My last trip I needed preload. Not a gamer I paid my extra for both of us for early check in. There seems to be a collapsing of issues here. Some people seem to be obviously gaming a weak spot in the system. Others have what are called invisible disabilities. And then there are those that even the most abilist whiners would view as sufficiently disabled. Back of the bus or back of the plane, seems like pretty straight forward discrimination. I don’t have a happy solution, and it doesn’t look like there are many humane suggestions.
My return flight I was horrifically treated by a flight attendant on SW out of Tucson. I use a cane and have some physical weaknesses and Parkinsonian symptoms. That’s the visible part. My wheelchair was late because of the Jetway Jesus crowd had used all the skycaps up. We boarded mid A group. I’ll give the FA a little wiggle because we weren’t in the preboard. So I was just a slow Cranky old man that she was ready to kick off as I tried to show her my medical alert bracelet that explains the rest of my conditions.
I doubt this is legal right now but it should be: make the people who claim disability get a placard stating such, like they do for parking spaces. It’s not foolproof but it’s harder to get a doctor to sign off on a handicapped placard than it is to just claim disability at a ticket counter.
This would avoid the issues of (1) actual disabled people needing seats sort of near the door so they don’t have to waddle – possibly in pain – all the way to the back and (2) after the flight is over, somehow compelling those who boarded in a wheelchair to wait for a wheelchair like lots of people have suggested on here. (That sounds nice but honestly how exactly is that supposed to be enforced?)
I am actually disabled and I travel with a cane. Even though I am disabled I feel awkward. People that are not disabled using this are scum.
Yep lots of people try to game the system I had one last trip that took my paid for aisle seat and put me in the middle. I am a senior and didn’t make a fuss in case it got out of control but was very unhappy, won’t happen again!
Board those with disabilities last. Makes more sense operationally anyway. Problem solved. You’re welcome.
A1-A15 should ALWAYS board first. These are the people who pay the highest priced tickets – like first class on other airlines and THEY ALONE should get whatever “best” seats they prefer – then board A-List Preferred and A-List, military – then continue the rest of A, B, C.
Wheelchairs should board LAST and should take what middle seats are still available. And no freeloading family member(s) should be allowed to board with them.
One of these airlines needs to grow a pair and start enforcing these policies and crack down on freeloading wheelchair customers who really don’t have a disability and are paying the cheapest fares trying to get/save better seats similar to what basic economy customers try to do on AA, DL, and UA.
Check out any Delta flight from Atlanta to Miami or Fort Lauderdale and you’ll see 20-30 wheelchairs lined up at the gate waiting to pre-board (ridiculous) then they walk off the plane in Florida like an inflight miracle happened!
Southwest has the fastest boarding so this is not going to change. My solution is to fly Delta.
I’m truly sorry about all of your experiences. I for one have MS, you can’t see it, I don’t look sick but trust me, I am disabled. I walk like I’m drunk(when I’m not) My MS can attack me at any point or time I have no control over it. I am a frequent flyer on SW. I have an upright walker that goes everywhere with me. I can not be put in the back of the plane due to me balance issues and the fact that traveling exhausts me. I have no ill intentions boarding first or early boarding. Because I am disabled. I need to be in the front in order to get my walking device so I don’t fall from trying to maneuver through the very narrow walkway. So please understand there are some of us that “look” perfectly healthy but have a disease that is killing them from the inside. I do travel often to see my elderly parents in the north. I live in Houston. I’m actually in agreement with almost all of you but please when you see someone in a wheel chair understand they may look healthy but have neurological issues that cause them to have to be seated in the front. I’m truly sorry for the people who fake it to get a better seat. They spoil it for the rest of us who truly need this service.