One simple change Southwest Airlines is working on – and plans to announce later this year – would change their boarding process, and in so doing service to end the phenomenon of passengers faking disabilities to board early, end the practice of seat saving, and make it easier to identify unruly passengers on board.
That change is assigned seats, instead of the current free for all. And Southwest Airlines shared during their earnings calls that they’re looking into changes to how seating works with the specifics to be reveal later at their Investor Day.
In February I explained that the new cabin interiors they revealed gave us a clue for what to expect.
- Thinner seats, while saying they wouldn’t add seats to planes, means more space to use for extra legroom seating probably at the front of the aircraft.
- For these new premium extra legroom seats to make sense, Southwest would have to assign seats rather than making them first-come, first-served.
The airline says they don’t know exactly how a new offering plays out. Clearly there will either be assigned seats for new premium seating, or assigned seats throughout the aircraft. Regardless, assigned seats aren’t just a way to restrict premium seats to customers paying more for them. They are also a way to identify who is sitting in each seat. And that turns out to be useful when running a smooth operation, and dealing with problem passengers.
Fun times on my @SouthwestAir flight. Totally full, one ticketed woman didn’t have a seat so now they have to check everyone’s id to verify they’re supposed to be on the flight. pic.twitter.com/fM8qMj7TN4
— Stephanie L. (@Lady_Stephanie) April 29, 2024
On every other airline, a passenger’s name and seat assignment is on the flight’s manifest for easy identification. Only Southwest Airline’s lacks this information.
- If there are more passengers on the plane than there are supposed to be, you don’t know who is supposed to be there and who isn’t.
- If a passenger in a specific seat is causing problems, you don’t immediately know who it is.
- If a problem passenger doesn’t identify themselves, you need to take everyone off and reboard them to know who’s still on the plane.
After David Dao was dragged off a United Airlines flight and bloodied in 2017, airlines frequently began takig everyone off of the plane rather than taking just one passenger off the plane when someone refused to simply get off when asked to do so. That way they wouldn’t have to have police come on and see matters escalate. United, in particular, became sensitive to having law enforcement on their aircraft for obvious reasons. The Dao story was a global phenomenon, and delayed then CEO Oscar Munoz becoming he airline’s chairman (and therefore likely delayed Scott Kirby from becoming CEO).
However it’s Southwest Airlines that can present the biggest challenge for law enforcement. FBI agents complain that Southwest Airlines is frustrating to deal with in unruly passenger situations on aircraft because passengers can’t easily be identified by their seat assignment.
Of course there are two other huge advantages seat assignments will bring,
- The end of seat saving. No more claiming 13 seats for your group or using a bag of donuts to claim a whole row of seats, and the ensuing conflict that comes from taking more space than your ticket allows.
Woman saving an entire row of plane seats behind her with donut bags.
byu/Hog_Fan inmildlyinfuriating - The end of Jetbridge Jesus flights where dozens of passengers board in wheelchairs, to get on first have their first pick of seats, but walk off just fine at the end of the flight themselves. This won’t just promote fairness, but will stop hogging wheelchairs and staff time pushing those chairs to make them more available for those that really need the assistance.
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
With one simple change – assigned seating – you’ll solve many of the problems that turn boarding a Southwest Airlines flight into an exercise in game theory.
Maybe it time to turn back the clock and go back to some old rules. Assigned seats could be a start but also make wheelchair persons have a doctor’s note stating their disability. As someone else stated, BC doesn’t board first but families and persons needing help. The latter causes more scamming with people limping around until they offload at their destination. I like SWA for short flights but prefer others for flights over 3 hours.
iUnfortunately so many people are abusing the current process it is making a very uncomfortable situation for the rest of us. I bought the upgradred SW credit card because it had the feature of getting 4 upgrades to “early boarding”, i.e. group 1-15. However between those who purchase early boarding , wheelchair fakers( not those who really need) and seat savers my” upgrade” is usually worthless. It’s a shame, but SW can’t or is not willing to stop the abuses. Seat assignment seems the only solution.
If you qualify for a disability parking sticker for your land transport, getting assistance for air travel should be a “given”. Even if that is just dealing with the large distances between air terminal entrance and airplane entrance.
If you don’t have that sticker perhaps the creation of a new industry of “doctor’s certificates” might be in order. If you need assistance, you need a “fit to fly” certificate.
Or would that get the ADA advocates “up in arms”
The one time I flew Southwest I had a full reschedule permitted ticket. Boarding sequence A4 if I recall. A dozen assistance passengers occupied the aisle seats in the first 6 rows.
I stopped flying Southwest after paying to be one of the first on the plane and watching about 25 wheelchairs (and all of their family & friends) go on before me at no extra charge. I watched one guy who was doing his walking exercises around PVD before the flight, be wheeled on the flight first with his wife. In FLL, he walked off the plane and walk around airport pushing his roller, then went up escalators. No disability there. It’s was as fake as those fake service animals.
How can this be fixed? So far, the “service animal” deal hasn’t been fixed because one can get a fake “doctor’s report”. When I worked in RES, a lady told me, “I need a wheelchair when I get to LaGwadeah but I don’t need one when I get to West Pwam (I spelled it like she said it!). Coming back, I won’t need a wheelchair….” What I wanted to say was, “So, do you get cured on the way down and sick on the way back?” The sad thing is…it appears that the majority of these “handicapped” people are fake. These are the same a******s that park in a handicap parking space.
Guess what? I have 5 disabilities and am in a wheelchair, so am I not allowed to use the handicapped assistance?
Eat the donuts and sit down.
Go to Little Rock must have 15 wheelchairs but when we land can’t keep up with them they walk so fast I call it the miracle plane
How about verifying service dogs. A close friend uses it twice a year and gets free boarding for her dog. It is not and never will be a service dog she just bought a little tag to put on its harness.
The pigs spoil everything for the respectful, considerate of us.
I welcome this, as well as a close relative who works inflight for WN.
What a great idea! Assigned seats on Southwest would definitely draw my interest. The rushing to find a seat is crazy. I have never flown Southwest for that reason. I love the 2 bags free and if they change to assigned seats, I’would love to give them a try.
Assigned seats on board Southwest Airlines is a GREAT idea. I would try them out. I love their 2 bags fly free. No more chaos!!!
On my last flight to NY, the person doing the boarding passes told the long line of wheelchair users “if you can walk, please do as I will not push you all onboard individually” All but two got up and walked onboard.
Every time we start boarding, I say “here comes the miracles”
My opinion is that if you need assistance on, then you and your party require assistance off meaning you can not off board until the rest of the plane has. Save the last 4 rows for those needing assistance. When I used this for traveling with my child I didn’t care where I was sat so long as I had the needed time to get her situated. I was fine waiting for everyone to get off as well since I truly needed the extra time.
As an 86 year old who needs a wheelchair, I fully understand the frustration of those who are unable to take their “assigned seat” because it has been taken…. .assigned seating would be the best for SW so I wish them well..I have been traveling with them for 40 years and have never been treated any way but professionally with a taste of compassion thrown in at all levels of any flight.. Good luck with your decisions!!!!
I’m all in on turning SWA, and every other airline/grocery store/restaurant, loose on FAKE Service Dogs. Saw another ankle biter getting off airplane yesterday. It did NOT act like a well trained dog much less a well trained Service Dog.
I honestly think you could save time with no baggage on board that doesn’t fit underneath the seat especially because you can check in 2 bags free it especially would make things a lot faster when deplaying
Southwest was built on open seating and other perks that put them far above other airlines. To be honest, I hope assigned seating bites them in the ass and they lose customers. I only fly Southwest, but see a change based on their decision. Further more, it appears that they are considering discriminating against individuals with handicap or special needs for the same of profits.
SOUTHWEST AIRLINES AUCK NO MATTER WHAT CHANGES.
Some airports require a tremendous amount of walking like Midway in Chicago. I have to rely on a wheelchair to get to and from the gates. When returning to Midway in the evening it’s impossible to get wheelchair service. I can walk, but not long distances. If I’m taken to the gate, I can walk slowly into the plane. That doesn’t mean a person is faking. Ask for a handicapped card that is used in vehicles if you need proof. Don’t punish people who need help because of the fakers.
Seems to me that the focus group(s) – be it internal or external – employed by the brain trust at Southwest was quite productive in arriving at this purported conclusion (which really is a set of conclusions).
Several issues are potentially solved in nearly a fell swoop, with one (IMO) somewhat glaring omission not really being discussed: Southwest needed a compelling response to competing airlines implementing no-change fee policies for purchased airfare.
Despite customer friendly policies and frequency advantage in most competitive nonstop markets, WN has never quite resonated – for various, yet sometimes obvious reasons – with portions of corporates/business travelers.
Going this route – potential of assigned seating, extra space and/or semi-premium section within the cabin – addresses a marketing disadvantage vis-a-vis “the Big 3”. The other ills of open-seating also being fixed seems the cherry on top.
Kudos to Southwest if implemented.
That is the best thing. Handicap take all the front seats, that I earned. Than they walk of the plane.
This change does not mean handicapped people will not get assistance. They will, just like on every other airline.
The difference is that EVERYONE will be in assigned seats, so there will be no benefit or incentive to a wheelchair boarding to get a “better” seat during the flight.
And to people saying to verify service dogs – noone can do that. People who want to have fake service dogs just get a doctor’s note to satisfy that requirement.
The ADA has specified that the only reason for removal is a dog that is clearly not under control by the owner.
I recently flew SW on my return flight from Puerto Rico. I had injured my foot while hiking. I am forever grateful that the staff with SW offered me a wheelchair when they saw me limping thru the airport. The also made accommodations at my connecting flight to provide a wheelchair and an attendant to get me the far flying gate. I didn’t know that that was even an option. I bought breakfast for the 1st attendant and tipped the 2nd one for their assistance. I would never take advantage of this service without a legitimate injury.
Simply put, there is absolutely nothing the airlines can do about the amount of wheel chairs and the drama. I do believe the only changes to this can be made by the FAA Gods, and whatever they say, goes. They are the ultimate decision makers everybody, not the airlines. And what’s someone gonna do if there’s a limit to wheel chairs, sue the FAA who is the government? They’ll just say “you don’t like it? Don’t fly” they don’t care one iota if airlines lose business. They’re the rule makers and will never get fired. So if ya wanna complain, complain to the FAA, simply put.
Last..month I flew through Dallas and SW changed my gate for the connection FIVE TIMES! I barely made it to the last one. Although I had back surgery and am still walking with some trouble, I was able to make it – barely. This was ridiculous! I wanted to get some exercise but didn’t count on two days of knee pain after that craziness! (I’ve never had knee pain before.) I’m considering asking for a wheelchair next trip so as not to be incapacitated again! And I DO have a handicapped placard for my car.
If the wheelchair rule is “Get on first, get off last, or be banned from wheelchair entry on any future flight” maybe we will get honest.
It’s truly aggravating to see the system abused, especially when you’ve invested extra for priority boarding privileges. For those who adhere to the rules and make purchases based on their needs, it can feel deeply unfair to watch others skirt the system.
Now, it has reached a point where everyone is pre-boarding, making traditional boarding groups redundant.
I love flying SW. I love the open seating policy and hope it won’t change for the bulk of the passengers. I do think something needs to be done about the scammers.
SW has the best policies of all the airlines. I hope they don’t change to become the same as everyone else.
Maybe I can clear things up for some: I had an injured foot and needed extra leg room. The airline needed me to sit in the wheelchair to get on the plane to get the seat with the extra space for my boot. I didn’t have to accept it upon arrival, though they would be there with it, which I didn’t. So no “miracles” happened.
Years ago I was waiting to board at Palm Beach International. I was in Business Select boarding group A1. But I commented to the fellow behind me that there were about 20 wheel chairs each with one person with them so at least 40 would board before us. He was new to Southwest and was surprised. I then said ‘These are Miracle Flights’ – when we land in New York most of these people will find that they can stand and walk and will get off the plane without assistance.
Soon a few others heard me and started talking about Miracle Flights
The Southwest gate agent called me out of line and lectured me on my unnecessary comments. She held me up so I didn’t board until all of A had boarded. I had flown hundreds of flights on Southwest and wrote to them to inform them of all of this. I think they gave me credit for one additional flight.
Once again the bad apples are making those that need a service suffer. We loved flying Southwest because traveling with someone dependant on a wheelchair we would be able to roll right on the plane without having to transfer him to an aisle chair then to the plane seat. We were able to transfer him from his wheelchair to the first row of the plane and avoid the possible meltdown of multiple transfers. We got none of the typical benefits from being in the first row since we were always the last off the plane since we had to wait for his wheelchair and no other passengers to leave.
Problem solver handicap board first and exit last if wheel chair needed to board airplane. This is a honest approach. All wheelchair boarders agree by signing before buying ticket. If a person can walk they should be honest about it.
This will also help the wink and a nod family boarding for “families with kids under 6”, because neither gate agents nor flight attendants want to have to shuffle people in seats in C group on a full flight to make sure a 9 year old girl isn’t seated alone away from her family.
Not sure who came up with the family boarding policy but airport staff and parents tacitly agree to routinely ignore it in service of safety and on-time departures.
I quit flying SWA, because of the wheelchair abuse especially Puerto Rico where everyone is a handicap when it comes time to fly. 90% of the people using wheelchair have no problem getting out of the aircraft , believe me I know because I live in the Island.
I quit flying SWA, because of the wheelchair abuse especially Puerto Rico where everyone is a handicap when it comes time to fly. 90% of the people using wheelchair have no problem getting out of the aircraft , believe me I know because I live in the Island.
The only bad thing is that I will have to pay more for my son and I to fly for medical appointments. He uses a walker at home and wheelchair out of the house, is taller than I am, and has involuntary muscle spasms in his legs. It was nice to be able to get him in the front row so he wasn’t far from the bathroom and had room for his legs (wouldn’t accidentally kick or knee the person in front of him). I definitely see a lot of ppl who need to board 1st and then are some of the 1st ppl off the plane walking while we are waiting on his wheelchair to be brought up (if the wheelchair closet was already in use).
I am unable to walk the required distances, I do not want to be in a wheelchair, but as we age, problems happened and we have to face reality and get on with life the best way we can, I manage walking off the plane, using the seat backs for support, but so relieved to see the wheelchairs waiting in the gangway.
I thank the people that help me, as here they are pushing people miles in the airports, I know
it’s good exercise and I wish I could do it, the moving walkways are a God send, but by the time I grasp the rail, I can’t cope to move my body forward to step forward.
To keep everyone honest, why not have them show their handicap tag, although I know their are people abusing that situation.
I agree that assigned seating should be enforced, saving seats is so childish with donut bag’s!!!!
I would rather pay for an assigned seat than for EarlyBird which may not even get you in A boarding group and then all families jump on between A and B. Bad news.
Maybe they should have a transportation vehicle for people that can’t walk long distances, due to age, heart problems etc.
Wheel hais are only good if you have so.eone to push you. Personally, I have left in a wheel chair with no one to push me, even at night. For those saying then don’t fly! Remember people don’t only fly for leisure. Sometimes you have to see a specialist in another state. Airplanes are a vehicle of trasportation!
Yall, The Holy Spirit, the Spirit of Truth has all the answers; Repent, Become (born again, saved, baptized with the Holy Spirit, Filled with the Holy Spirit) ! Pray to Father God for wisdom, knowledge, understanding in Jesus name !
2 Tim 1:7
Easy solve…
there is a passenger seated on this flight that didn’t buy a ticket for this flight, come forward and we will give you a $25 dollar voucher for your next purchase. If you do not voluntarily come forward, we will find you and it will be your last flight on WN. Thank You for your cooperation.
I think that some folks want the wheeled chair to the gate so they don’t have to stand while waiting for their flight. Some older airport terminals are known for not having adequate seating for all waiting passengers. The problem is compounded when any departing flight is delayed. San Diego’s terminal 1 is notorious for this. Fortunately, it’s being replaced, but construction won’t be fully completed until early 2028.
So one reason those who have their own wheelchairs fly Southwest is because they are the only airline that has enough room for the wheelchair user to get themselves to their seat in one of the front rows. I hope they retain that with whatever changes they make.
I have not flown thinth nine eleven, because of all the hassle like being at the airport four hours before your flight. When you bought your ticket and checked in to get your boarding pass you had a seat assigned to you at the gate that was on all airlines and I have flown them all from sw,united, continental,twa,panam,delta and so on. All seats were assigned at the gate. Why they did away with assigned seats is beyond me.
As a person with limited
shoulder strength due to multiple surgeries in both shoulders,I have asked and given a preboard as not to inconvenience
those passengers behind me, as I struggle with my not too heavy carryon bag.
A military service connected injury resulted in a shoulder replacement of my left shoulder.
How about the new category Southwest has added that allows even more people to board between A and B? “Not quite ready for Jetway Jesus!”
In other words: If you don’t feel you qualify as a pre-boarder but still need a little extra time to get on the plane, get in line after Group A and come on down!
What’s next between A and B…..people with pets?
Pretty soon everyone and anyone who can claim some type of special status will be jumping the queue in one way or another, rendering EB check-in useless. Especially if you pay for EB and get Group B. Yes, it has happened to me more than once.
How dare they consider reserved seating? I’m livid
If I have to give up my elite early access miracle wheel chair trick with my group we will have to stop our cheating and jog right on back to Spirit where we came from and belong
Southwest sadly will be stuck with mostly empty wheel chairs
So so sad 🙁