Southwest Airlines’ terrible new policy angers customers
Southwest Airlines used to be known for its customer service. In fact, like many people, I chose to fly Southwest because it didn’t cost a dime like other airlines and offered unique options like free checked bags and open seating.
Unfortunately, Southwest abandoned many of the things that made it fantastic. Not only that, but he also appears to be going out of his way to embrace policies that would anger some of his most loyal and committed fans.
In fact, multiple reports in February highlighted a major problem with the new policy, and it’s already causing customers great grief.
A new Southwest policy is understandably causing a lot of anger among flyers. Aviation A2Z reported.
According to multiple reports, Southwest is taking its new seating rules to the extreme by not allowing customers to change seats even if there are empty rows on nearly empty flights. Specifically, as Aviation A2Z explains:
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From Phoenix Sky Harbor International Airport to St. Passengers on Flight 129 to Louis Lambert International Airport were reportedly not allowed to change their seats, even though there were many empty rows on the plane.
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On another flight that reportedly had only 26 passengers, six customers stated that they had to sit in the same row and flight attendants Reportedly, three different announcements were made during the flight warning customers that they were not allowed to change seats.
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Customers sitting in the middle rows were reportedly scolded when they tried to move in their rows to the window seat.
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Some customers said they were not allowed to sit a child sitting on their lap in the empty seat next to them.
While it’s pretty typical for airlines to charge for seat selection, it’s certainly not the norm for carriers to prohibit people from changing seats even if there are empty rows on the plane.
“The Southwest is an anomaly,” Gary Leff wrote. View from the Wing. “Southwest Airlines doesn’t just assign and sell seats; it implements seat assignments like no one else.”
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In contrast, View from the Wing noted policies of other airlines, including Delta Air Lines, that offer passengers much more flexibility.
