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Enhanced Boarding

sboersma
Not applicable
Over the past year and a half, I've been fortunate enough to be involved in a project that is focused on improving our Customers' experience with our boarding process.  This is another great example of how Southwest Airlines truly listens and cares about our Customers.  Enough to make changes for you.  So what am I blabbering on about, it's the hottest craze to hit our gate area in the San Antonio airport.  We are testing a new boarding method that tries to improve our Customers' experience in our gate area.  I think it's great, and, no, I'm not biased.  Here's how it works: you check in and get your boarding pass, just like you would today, but now, in addition to the letter A, B, or C,  it also has a numeric position on it.  That numeric position is your spot in line!  We're, essentially, holding a place for you in line so you don't have to camp out in line before it's time to board the aircraft (Old Way: A...New Way:  A6).  You're now free to move about the airport...grab a coffee, a bite to eat, maybe even use the restroom with out having to leave those bags unattended. You don't have to be watching for thar first person to race to the front of the line and then hurry behind them, only to wait 30 minutes utill the plane even lands.  With all the flying I do, I lUV it, and I hope you will too.  Now remember, we're just testing it in the San Antonio airport.  We want to make sure you, the Customers, like it and that it doesn't hurt our "turn times."  So if your travel plans take you to the river walk, come say "hi."  We'll be testing there for a few more weeks.   
154 Comments
MSW
Not applicable
I think the new boarding program is a step in the right direction. As an A-List member you still get screwed if you have to (1) Change your flight, or (2) book a flight that same day. SWA should do something about that... A-List means I've shown loyalty to SWA,.. where is SWA's loyalty to me?
Marci_Moore
Not applicable
In the past few months I have flown several different times. I make a point to ALWAYS get an A ticket with the likelihood that my partner and I can sit in the exit rows if at all possible. I sit at the computer, awaiting the moment when it is exactly 24 hours prior to my flight for that precise purpose. Lately what I have encountered is people "holding" the exit row seats for other people, who did not happen to get into the A group or the early boarding group. The flight attendants have looked at me like I had two heads and agreed that the seats were "saved." What exactly is the policy??? Either the numbering system works for every single person or it doesn't work at all! Twice I have been denied the exit row seats, when they were clearly available, with the knowledge and help (to the other party) by the flight attendant. I am frustrated and perplexed. I love Southwest and I appreciate the letter/number system but when a flight attendant acts in collusion with another passenger to deny me a sight I have rightfully earned, , I don''t know what to do. Do I call another flight attendant over, holding up all the other passengers, utlimately ticking off the person I who would be my seatmate for several hours? Do I just give up and meekly take another row, when indeed, I have earned the exit row? After being denied the seats at two different times, and today watching another flight attendant "hold seats" for people she obviously knew - denying, unknown to her, a SWA supervisor from another city and her husband the chance to sit together, I thought, this isn't right. What is the policy and if there isn't one, shouldn't there be? No flight attendant should be able to hold seats or allow passengers to hold seats, thus denying them the freedom of seat selection we all pay for with our carefully planned time and money. How does this message get across to all of the flight atttendants and what is the recourse when one of them tries to refuse an obviously available seat to a SWA customer?
BradMayot
Not applicable
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hiestiofe
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