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Southwest Airlines Community

Talking About the Changes

gkelly1
Explorer A

(Southwest Airlines CEO, Gary Kelly, has been reading your comments about our recently announced boarding and fare changes, and he wanted you to hear his thoughts directly.)
261 Comments
Kathy_P
Explorer C
I personally like the new boarding for families. There was nothing more annoying than arriving at the gate an hour and half early, being the first person in the A group line, then have 40 people walk up at the last minute to pre-board. I look at it as, if you need to pre-board, you need to follow the same rules as everyone else and get there early, not just skip up to the gate at the last minute and get on first. As far as the new pricing......not really into it. We fly Southwest exclusively because they go everywhere we want, with the exception of COS and the prices are perfect. Now, if you want to get a decent seat, you have to pay a higher fare, not to mention fly 16 roundtrips in a year. I do fly alot, but not 16 times a year. As the saying goes...if it ain't broke, don't fix it! Everyone was happy with the original pricing. The pre-board defineltly needed an overhaul, but the fares were wonderful....now, not so much. Good luck with the new fare structure.
sabhoy
Explorer C
When I heard about the new seating procedure I silently cheered. Now I won't have to see the floor loungers (EWW--I'm a nurse and always skeeved by this behaviour) and the line from H-E-double hockey sticks full of preboard families and "disabled" people. Might even be able to enjoy my airport breakfast without the pressure of lining up for a seat. And perhaps the ex-floor loungers will join me.
Don_Shaw1
Explorer C
I try to fly SWA whenever I can. They are usually on-time and my baggage is coming off of the belt before I get there. I like the new boarding method (people don't need to sit on the floor for an hour before the flight) --- except the change of pre-boarding families with infants or children under 3yrs. As an "A" boarder I want the choice of whether I sit next to a crying and screaming baby. They used to be in the front of the plane -- Now I hear them all over the plane and there is no way to get away from them. For those that have "Miracle Cures" while flying I think I may have the solution to the problem -- Seat anyone that is preboarded because of a disability in certain rows. Those rows will then have to wait until everyone has deplaned before they will be allowed to deplane just like real disabled persons. I have added the quote from a mother who is also unhappy with the small infant pre-boarding change, I thought it was right on from her perspective and from mine also -- "To everyone who is SOOOOO happy that families with small children do not get to board 1st, I will be looking to sit right next to you with my 1 1/2 year old and I will not have a problem inconviencing you while I put everything away. Also, sorry if he talks to you or makes a noise, he does not understand the difference between the Business Select Passenger and the rest of the passengers. At his age he sees everyone the same not separate classes!!! " I will continue to use SWA whenever possible and look forward to improvements in the tweaking process. Thanks for listening, Don
carroll3
Adventurer C
I am starting a campaign to promote children and friends of Customers who need curb to gate and gate to curb wheelchair assist to please place your party in a chair, park your car, get a escort document and push you party. There are not enough wheelchair attendants to meet the demand during peak times and holidays. To abandon a wheelchair Customer in the elements and skip out is a sin on humanity, there ought to be a law. How we treat our parents is how our children will treat us.
John_Rogers
Explorer C
I am a 25 year devoted SWA customer. One of the things I have always liked was ABC boarding scheme, which I thought was quite fair. If you had your STUFF together and checked in early...you are in the A group. If you didn't better luck next time. Plus I am friends with a few of your mechanics who explain taht you actuallt DO regular quality maintenace on the 737... I tried your new business class (guaranteed A classification plus a beer...) on my last flight. It was a complete joke (excpet for the beer). On both ends from Houston to Midland the gate clerk hosed up the now complex A1-30 and A31-60...B1-30, etc signs so people could not figure out which lane to stand in. They had them turned the wrong way and I had to jump from the wrong line to the right one...at the last minute TWICE. At the end of a long day in the oilfield, it is often the only solace you get that you actually know how the bloody line works at the gate...as was echoed in many blogs above this a step backwards. The beer was good, but the new signs have got to go.:( This has actually made me (gasp) consider trying Continental to MAF. Please reconsider...
John_Rogers
Explorer C
I just listened to Gary Kelly's comments about the changes... I did not get the feeling he was actually listening to anyone but himself...having sat in MANY of these cheerleadning sessions. Time will tell. I am very concerned about the future of the service I have grown accustomed to...it will not take much of a tweak to fix the ABC sign fiacso...let's all see how customer focused we REALLY are... I know very well you can't be all things to all people...BUT there is great truth and wisdom in "don'i fix it if it a'int broke". Of course, I don't have to listend to all the comments or pay SWA's fuel bill...I'm just a humble oilfield engineer and possibly former customer. I'll try SWA again in a week for my next trip to the field and see if things are improving...
Daniela_Crabb
Explorer C
I had my first expierence with the new boarding system over the Thanksgiving Day holiday. I have to say as a person who chooses to fly S.W. before the other airlines I didn't much care for the new system. My husband flies on your airline about once a week for business, so he atomatically was in the A group. A16 to be exact, but since I only fly when we vacation I was in the B group. Now we are adults and I realize he can just save me a seat, which he did, but what about families that fly with many people? Are we asking that they all stand in different locations??? There seems to be something not quite right about it. Maybe there needs to be a on online checking system that would allow a group of people traveling together to at least be able to board together??? Just a suggestion. I also am not in favor of families boarding after the A group. My husband and I don't have children, but what I just experienced on our flight recently wasn't enjoyable. In the past families would board first and they did usually chose the seats up front. It aloud the rest of us to decide if we wanted to seat next to someone who would probably have a crying child. Instead, there was a dad, mom who was holding a baby, and a 3 year old behind us. The 3 year old kicked my seat the entire 2 hour flight because he can't reach the floor, and a baby who cried most of the way. Now I realize neither of these things were not being done to purposefully irrate but, with the old system I could have and would have choosen to sit a few rows away. Now families have to find spots where they can. I do think some change is good, but it seems all that was good has gone and so many loyal customers are rethinking the airline they will fly. It seems you have forgotten why your loyal customers have always choosen to fly with S.W. and we are rethinking our choices. I know I am.
Susan_H_
Explorer C
I am totally disappointed with your new flying practices. YOU ARE SELLING OUT---the one reason I respected and flew your airlines was because of the fair practices and lack of discrimination between the classes. That is the reason you grew to become the sucessful company that you did. Look at other companies who became too greedy--they went bellied up and you deserve the same thing if you carry forward with these changes. Not allowing people with young children to board first is disgusting. I don't have young children but I feel for those who do. There is no excuse for this. WhaT are you going to do with people with other disabilities--make them wait too!!! YOU NEED TO RETHINK THIS BEFORE IT IS TOO LATE. THE PEOPLE WHO MADE YOU GREAT ARE THE ONES YOU ARE NOW TURNING ON.
Anonymous28
Explorer C
IT IS OBVIOUS TO ME THAT SW "AGENTS" ARE THE KEY TO MAKING THIS NEW SYSTEM WORK........GARY, BRIAN, CAN WE GRADE THEIR PERFORMANCES????????????????????????? MAYBE THEN THOSE WHO PAY MORE, WILL NOT HAVE ANYONE CUT IN LINE OF THEM...(BY THE WAY, THAT ISN'T ME, I'M A DING KIND OF PERSON) BUT I WOULD BE IRRATE IF WHAT HAS HAPPENED TO SOME OF THEM HAPPENED TO ME.. ALSO, JOAN WASKI, WHOM CALLED THAT LADY A "WITCH" FOR NOT CHANGING SEATS SO SHE COULD SEAT WITH BOTH HER KIDS....THAT "WITCH" AS YOU CALLED HER, HAS RIGHTS TOO....SHE PAID LIKE ANYONE ELSE TO GET THE SEAT SHE WANTED, AND BECAUSE YOU WERE SO OBLIVIOUS TO THE CHANGES THAT SW MADE (AND MAY I SAY, HAS ADVERTISED ETC FOR A WHILE) SHE SHOULD NOT BE PUNISHED FOR YOUR "LACK OF INFORMATION".......YOU SAY NOW YOU KNOW WHAT TO DO, BUT ON YOUR RETURN TRIP THERE IS NO INTERNET...HELLO, ARE YOU FLYING LIKE TO SPACE? OOPS, I'M SORRY, THEY HAVE COMMUNICATION LINES THERE ALSO.....WHY NOT HAVE SOMEONE FROM "THE EARTH" YOU LEFT OUT OF, CHECK YOU IN WHEN ITS TIME, AND ALL YOU HAVE TO DO IS REPRINT YOUR BOARDING PASS........IT DOESN'T TAKE A ROCKET SCIENTIST TO FIGURE OUT HOW TO MEET YOUR BOARDING NEEDS.......BUT FOR YOU TO THINK THAT "EVERYONE" NEEDS TO BECKON TO YOUR NEEDS ON THE PLANE BECAUSE YOU HAVE KIDS IS OUTRAGEOUS...........WE HAVE KIDS ALSO, DON'T GET ME WRONG, AND IF WE WERE LATE IN BOARDING, THEN UNFORTUNATELY WE WILL HAVE TO REAP THE CONSEQUENCES......ANOTHER ALTERNATIVE, PAY THE HIGHER FARE TO BE ASSURED OF BOARDING FIRST, OR FLY ANOTHER AIRLINE......... WE FLEW OVER THANKSGIVING AND OUR KIDS FLEW FROM RALEIGH, WHICH THEY SAID WAS VERY UNORGANIZED, BECAUSE THE GATE AGENT JUST SAID "THOSE IN A1-30) LINE UP......SO OF COURSE, YOU KNOW THE REST, EVERYONE JUST ON IN ANY POSITION AND WOULDN'T MOVE BECAUSE THE AGENT DIDN'T TAKE A FEW SECONDS TO TELL THEM HOW TO LINE UP, AND AS WE KNOW, NOT EVERYONE WILL TEND TO THE RULES............SO, LET US GIVE A GRADE ON THE AGENTS AFTER OUR BOARDING (CARDS TO CHECK WHATEVER) AND HAVE A SLOT AFTER GIVING OUR TICKETS TO THE AGENT TO DROP IT INTO TO.....THEN WE'LL SEE WHO DOES WHAT THEY ARE SUPPOSE TO... WE FLEW FROM HOBBY AND IT WENT FINE, ALTHOUGH NOT 100%..OUR RETURN FROM VEGAS WAS VERY GOOD........THE AGENT EXPLAINED THE PROCEDURES SEVERAL TIMES, THEN WHEN IT WAS TIME TO REALLY BOARD, HE HAD THOSE FROM A31-60 BOARD AGAINST THE WINDOW, THE THOSE FROM A1-30 BOARD SECOND, THAT WAY NO ONE WOULD BE CROSSING EVERY WHICH WAY......WAY TO GOOOOOOOOO..IT WENT FLAWLESSLY....... WHEN OUR CHILDREN BOARDED VEGAS TO RALEIGH, IT WASN'T QUITE 100%, BUT THEY SAID BETTER THEN IN RALEIGH, SO LAS VEGAS HAD THEIR DUCKS IN A ROW ON THESE FLIGHTS........... FOR THOSE WHO LOVED THE OLD SYSTEM SAYING THEY DIDN'T MIND STANDING IN LINE FOR A COUPLE OF HOURS, ARE YOU KIDDING??????????????????????????????????????? THAT MEANS YOU HAVE TOOOOOOOOOOOOO MUCH TIME ON YOUR HANDS, AS MANY OF US DO NOT, AND HATED THE CATTLE WAIT AND CALL...... THANK YOU SO MUCH SOUTHWEST FOR MAKING THESE CHANGES...ALL OF THEM.......OUR LITTLE ONES WHO TRAVEL WITH US HAVE ADJUSTED FINE, KNOWS NO DIFFERENT, YET WONDERS WHY OTHER MOMMIES ACT SO MEAN ON THE PLANE.......I TELL THEM TO JUST WATCH "HOW THEY SHOULD NOT ACT" AND JUST SMILE REGARDLESS. WE LOVE THE "NON CATTLE CALL"............LOVE IT LOVE IT LOVE IT.....NOW, TWEAK YOUR AGENTS INTO DOING THEIR JOB BY MAKING SURE EVERYONE IS IN THEIR PRESPECTIVE PLACES, WITH NO LINE CUTTING....MERRY CHRISTMAS.......(I'LL LET YOU KNOW HOW OUR FLIGHTS DURING NEW YEARS GO WHEN WE FLY YOU AGAIN...CAN'T WAIT!!! GEE, WE LOVE SOUTHWEST!!!!!!
Stephanie_Plumm
Explorer C
Dear Mr. Kelly and Southwest Airlines, As a loyal Southwest customer for many years, I can say with certainty that the appeal of flying Southwest has always been your unique approach to customer service. Everything from your boarding procedure to having flight attendants sing after the plane lands adds a bit of welcome personality to your airline that you can't find anywhere else. As I fly regularly (although not enough to reach your new A-listers club), I have now had the experience of using your new boarding procedure several times. I fully expected that I would have some strong negative feelings towards the new procedure since I am one of those "crazies" who likes to line up at the front of the A line. However, I have found that I am rather indifferent towards the new procedure. Part of me is sad that I will never experience the fun of waiting for an hour and a half at the front of the A line, but part of me is pleased that I can do whatever I want right up until it is time to board. It is slightly amusing to watch the different reactions of passengers at different cities. It seems to me that those passengers at larger hubs were more alert to the changes and more willing to follow the numerical order. At other, smaller airports however, people were simply confused and had difficulty following the new instructions. I overheard one gate agent telling a fellow passenger that the changes were, in part, Southwest's attempt to address complaints from passengers who were dissatisfied with having to wait in line for up to 2 hours to get their choice of seat on the plane. Well, it seems to me, and I say this with only the utmost respect to my fellow loyal Southwest customers, that by catering to the lazy, Southwest has managed to confuse the incompetent travelers - who usually are also the most lazy passengers. But, once again, I repeat that I am not against the new boarding procedures, I can follow simple directions, like how to line up in numerical order. What I am strongly against, as echoed by some other commenters, is your new policy of allowing those who pay more for their flight to board within the first 15 of the A passengers. The best thing about Southwest in all of the years that I've flown is that you make no distinction between someone who paid full fare and someone who paid the lowest fare. So, while I have no complaints with the new system (as yet, I haven't been lower than A45 and that was for a completely full flight) I do miss the "old days." Perhaps it's time to go back to the old method of handing out boarding cards one hour before each flight to those who planned well enough to be at the gate on time, because sometimes, simpler is better. But above all, I would hope that no matter what Southwest does with regard to their boarding policies that they remain the fun, friendly airline that I LUV to fly. Sincerely, Stephanie Plummer
Hilary1
Explorer C
I was on a six hour flight yesterday with two screaming, jumping, unruly children in front of me. I call the one who kept standing on her seat and leaning over to drop things on my lap 'rosemary's baby.' It was AWFUL, and the parents did nothing, despite repeated unbelievably polite requests by my husband and myself (such as, ' could you ask your daughter to sit down?' and 'might it be possible to take that stinky diaper to the rest room and get rid of it?' It's not the kids fault, I understand, but SIX HOURS. Not a child hater, no 'when my kids were little.....soapbox. I have flown Southwest great deal -- I will fly Southwest more now! I APPLAUD THIS STEP ! I
Desert_Ranger
Explorer C
I'm not sure anybody cares @WN headquarters anymore about the boarding changes debate, but if you spend millions you better care. After 3 weeks of flights, the latest yesterday it requires a sound off. Both flights last week were a gaggle at the gate, Gate agents for SW are "spinless" and sleep in bathtubs due to their condition. On tuesday ABQ to PDX WN didn't have the poles up for the A, B,C boarding positions, it was line up any damn way you wanted. The return flight I had my usual A-16 (A-Lister) and My wife A-27 (Companion Pass), we had no BS fares in front of us and a A-31, A27, and A-32 ahead of me. I protested to GA and he said "I can't do everything" . The point is why bother, as I switch to Frontier and UA after years of flying WN maybe I just vote with my feet.
Robert_Ennis
Explorer C
I am one of those "chosen few" who received the promise of a guaranteed A spot in your boarding process because of the amount of trips that I fly on Southwest. I average one to two round-trips per week on your airline; thus I assume that I am one of those "road warriors" to whom you are now attempting to pander with your new boarding system. That being said, I find your latest attempt at squeezing some more dollars out of your favored customers to be nothing short of reprehensible. There are those business travellers who understand that their company is trying to save as much money on expenses as Southwest seems bent on extracting that money by creating classes of boarders, not passengers. To me, paying an artificially high fare which is passed on to our company under the guise of a business expense just for the privalige of boarding earlier is nothing short of asking business travellers to steal from their employer. Other airlines of course have different classes of tickets, and with that purchase comes ceratin supposed amenities, be it larger seats, meal service, or just a certain distance from the obligatory screaming child that some people seem to feel empowered to share with their fellow passengers - for some people these amenities are worth the extra price. But Southwest offers no such amenities - one would have to go to only the most upscale hotel to be willing to pay $30 for a single drink as you now offer. And as I have experienced over the years, even early boarding does not guarantee a passenger any more privacy or comfort than any other patron who boards later...I can be the absolute first to board and still end up sitting next to a 300-pounder in a center seat who spends the trip spilling into my side - the only thing that I am guaranteed with an A or B boarding pass is overhead bin space. So while I do applaud the changing of how families and other "assisted passengers" now load (as was pointed out in another posting, too many people abused this policy and putting them in-between the A & B groups still guarantees them the chance to sit together), and while I appreciate the promise of being guaranteed an "A" boarding pass (that is, unless you sell all of the A's to higher-paying customers), I refuse to play Southwest's new game of "pass the costs on to the boss" and will not be participating in your little experiment at revenue improvement. I thank you for my 15+ years of weekly round trips, but after my current group of pre-paid reservations runs out, I will be giving my business and my company's weekly business to another airline where I can see an actual return on my flying dollar. Congratulations on doing more to prop up your competitors' bottom line than they could have ever done on their own.
Rick_Davis
Explorer C
Mr Kelly, I watched your video and im glad your happy with your new changes. As CEO of my company I can not justify the cost. Last week I priced SWA from Louisville Ky to Lax. your cost was over $800 I flew Northwest with a seat asignment and early bording for $362. Plus on two of the flight we had a video monitor in each seat. free. I am on the "A" list but won't use it. Rick
Todd_M
Explorer C
The new boarding process has been going pretty well until my last flight on Thursday Dec 6th. Don't get me wrong. I love the freedom that the new boarding process gives us. not defending my turf for 2 hours before the flight and being able to go to the bathroom & get a meal instead of sitting on the floor is priceless. i am not asking you to change anything just enforce the boarding order. at PBI on Thursday morning, i had (as I usually do) the coveted A16 slot. There were no BS A 1-15's. No less than 14 people somehow boarded in front of me!!!!! This is not right at all. Is this what i have earned? The 2 gate attendants not only totally ignored the boarding pass order/numbers, they were making fun of it. i strongly encourage you to enforce the order or there will be fights once again in line. This really made me angry. You can't create a new system then not follow the rules. this just encourages the line jumpers and causes the folks that were obeying the rules to now cheat as well. they know you are not enforcing the rules so they cut in front of those of us following the rules. You need to remember that we are the reason you changed the rules. those of us that fly round-trip flights every week on business. I applaud the several gate attendants that have been policing the boarding process. they explain the process well and check the boarding passes. For the incompetent PBI GA to say "gee, where did all the A1 thru 15 passengers go" is misleading, studid, not funny and just encourages line jumping. You are heading for trouble if you don't educate your GA's and your passengers!!! Saying "OK A1 thru 30" is causing problems. they simply need to say A 1-15, then A1 - 20, A 1 - 25, A1-30 in rapid succesion & everyone will then get the idea. Thursday's boarding was a disaster that will now just encourage rude passengers to continue that behavior. not happy at all..........
TVH
Explorer C
The execution of this new process is ridiculous! I'm supposed to be in the "A" list and yet, my boarding passes have ranged from A20 to B46. I flew the Tuesday before Thanksgiving and checked in 2 hours after the 24-hour window opened up and received B24. I called customer service and was assured that it was the best possible boarding pass given my status. The following day, I waited in line for the flight and watched as 30 college students boarded the flight ahead of me. So much for this "A" list. I've been on the phone with 5 customer service agents and no one seems to have an explanation. The fact is, the later I check in, the later my boarding pass. With over 100 credits in 2007, there is no way I should be getting B46 for any flight. The computer system assigning boarding passes is not working and this supposed "A" list is a sham. I've been a loyal Southwest customer for years. With the exception of 2005, in which I took a break from traveling, I've earned a companion pass every year since 1999. As with others, unless Southwess fixes this problem, I will probably let me current reservations run out and switch carriers. Too bad, the friendly pilots and flight attendants should not have to pay for some ill-conceived business decision by the corporate office.
Jeff_Zacuto
Explorer C
I've been a pleasure and business traveler on Southwest for years. I could never figure out why east-coasters had such distain for Southwest since they are typically always on time, have great customer service and the open seating policy is just fantastic. Not so much anymore. This morning I became the latest victim of the new boarding policy. I checked in 23 hours and 57 minutes before my flight to end up in the B group position 08. What?! I called and an agent explained that not only do Business Select customers get priority, but so do RR customers with at least 32 segments in the last year. So that's how I ended up in the B group. Even though I paid the business (not select) fares. So I paid more but still end up sitting in B? United Airlines offers guaranteed seating on a more convenient schedule and to an airport closer to my destination for not much more money -- Maybe $80 more. And since I fly this route about 10 times a year, I think I'll definitely be switching to United since they seem to value my patronage a little more than Southwest's new "Pay more or travel more frequently and we'll like you BETTER" policy. This is a complete slap in the face to business travelers who might not travel as frequently as Southwest would like or to those of us that enjoyed getting to the airport early so that we could sit in what I now call "Southwest's 15 rows of 'first class'". And I'll *definitely* stop recommending Southwest to my friends, family and my 6,000 co-workers -- about 15%-20% who travel all over North America. Why pay more (or even slightly less than the competitors) and get less? You guys stuck out. BIG TIME.
TVH
Explorer C
Hey Jeff, see my comments above yours. If it's any consolation, I have 110 credits inn 2007, earned a companion pass and am supposed to be in the "A" list. Yet, I've been assigned from as low as A21 to a high of B46. 3 weeks ago, I checked my wife in without a rapid reward number and she got a boarding pass ahead of me. She hasn't flown Southwest in over 2 years!!! I finally reached a Southwest customer service agent who was honest that the new process is not working for my account and he'd have to forward it on for further research. In the mean time, I'll have to stand by at the computer to check-in right when the 24 hour window opens...along with the other 100+ traverlers on the flight. I'm looking forward to using up my last reservation in a few weeks. I've spoken with United and they have agreed to upgrade me to their higher tier status given the 10 reservations I just booked with them. Sorrry SWA...
Jeff6
Explorer C
Well, I've already posted above my objection to the new fare structure. Since then, I've flown 2 rt's SNA-PHX (booked and paid for prior to the failed changes) and for both flights, boarding numbers were not enforced. It seemed that the very front of the A line was filled with squatters who saw the gap and took it. On another note, I think that I MAY like the new Business Select class. Silly to offer a drink to someone who may well be headed toward a meeting. But it can be rewarding to sit next to one of them and be offered their drink coupon since they won't be drinking anyway. Now if I can just learn how to spot them! Well, no worries....I won't be flying SWA after my current itineraries are complete...I don't like the feeling of standing in line after recess to get back into the classroom......
Ted
Explorer C
Dear Mr. Kelly, Southwest has been our airline of first choice for nearly 15 years. We have earned a companion pass for three years in a row. My wife, young daughter and I fly together on your airline on average at least twice a month, and by all reasonable measures are loyal and valued customers of Southwest Airlines. WeÃ
Ken_Nusky
Explorer C
Just had my first experience with the new boarding system and I really think you've got it right. (You can't believe how much I despised the old cattle call) I also have no hang up with saving some preferred seating slots for full fare customers. Considering how far this airline has come over the years, it makes me wonder why I remained so loyal to one of the legacy carriers for over 800K miles. They should be so progressive. Thanks and keep up the good work
lincco
Explorer C
Having read most of the comments regarding the new procedures and fares I am surprised at all the whining. If SWA's last minute business fares for a particular market are higher than their competitions', then they will be forced to lower their fares in order to keep their business customers. The example of the $800 verses $340 fare could simply mean that the SWA flight in question may have been within two or three seats of being full. Airlines typically adjust their fares upwards as full capacity is approached and drastically lower them when it becomes apparent that a flight will have many vacant seats. If the business traveler is paying closer to a competitive fare, it benefits the non-business traveler who relies on internet specials and "Ding" fares by allowing the airline to offer more lower fares in these categories. I am willing to be in the dreaded "B" group in order to have the lower end fares. It is true that if SWA doesn't enforce the boarding order at their airports, ill feelings will worsen. Gate attendants need to be proactive in enforcing this. However, I am very grateful not to have to stand (if I sit, will I be able to get up?) in line at my age. Finally, only time will test these new procedures and, given SWA's history, if some of them are broke, they will fix them.
David_Hines
Explorer C
I just checked in online as soon as the web site would allow me. A25. 25th in line. I'm meant to sit down and relax while I wait to board. Relax, knowing that there are 24 people in front of me competing for the 10 seats that my 6'11" frame will fit in without my knees pressing into the back of the seat in front of me. The fact that I used to be able to show up early and get at the head of the line was the main reason to fly Southwest. I sincerely hope you'll reconsider these decisions.
Tim30
Explorer C
Fix the Companion Pass. When a Southwest customer qualifies for a Companion Pass, make sure his/her Companion gets a number that is sequencially right behind the Southwest FF who qulified for the Pass. That way they can board together, have their carry-on bags together and enjoy the trip together that the loyal customer qualfied for.
Dave24
Explorer C
Southwest Guys, I've been a customer since 1998. I attempted to book our annual March flight to Salt Lake last week and discovered the "benefits" of the new Rapid Reward program. You've done a terrific job here, selling out your loyal customers in order to pander to business customers at higher fares. I discovered that except for 2 and a half rows of seats on your planes, my rapid rewards award was useless but I could turn it into a "freedom reward" for twice the number of rapid reward trips ! Basically THIS CUTS MY RAPID REWARD BENEFIT IN HALF AND CUTS IN HALF THE VALUE OF MY SOUTHWEST VISA CARD BENEFITS !! While you were at it, you should have cut the value of your drink coupons in half as well, from 3 to six required for a drink. What's the value of that on your books - basically eliminating half the liability of your rapid reward award travel ? I'd like to see that accounting entry ! So here's what I'm going to do in response to your program changes. 1. I'm cutting my loyalty to SW to zero, treating you like any other airline, where I have plenty of miles, can get assigned seating in premium economy, and upgrade possibilities. I will go to great lengths not to fly Southwest. 2. Directing my admin assistant NOT to book my business travel on Southwest - might as well give my business to the other airlines 3. Informing Chase that I'm dropping my SW Visa, and use my bank-issued credit card instead. Happy Holidays yourself ! One PO'd customer !
Bobby_Jenkins
Explorer C
I have been a loyal customer of SWA since 1991 and have flown SWA almost exclusively for business and pleasure. I earned companion passes for over 4 straight years until I retired in 2006. I have taken part in your focus groups and I am very disappointed that you took a simple system that did not favor anyone to one that favors only a select few. After years of being a loyal customer we found on a recent flight that it is now almost impossible to get an 'A' boarding pass. Your new boarding procedures make SWA just like every other airline which takes away the main reason for flying SWA. Like others I will be cutting up my SWA Visa card and switching to other airlines but since I am not flying much any more your marketing people must have felt that I would not be missed!!! To bad the "LUV" is gone.
Tim_Hansen
Explorer C
Recently I was inadvertently booked on SW Airlines and was surprised that SW has upgraded from Cattle Class to more ordered seating system. However I was able to convince my Company to book me through any other airline but SW, until they can get their act together and start assigning seats. I will be looking to read about it in the news.
Fred_W
Explorer C
This is what happens when you promote an account to CEO: Gary Kelly has decided to discontinue having those little pepper packets which will save the airline $8,000 per year. What a moron. That same flight had a dozen or so passengers with lost luggage, and dozens of bags destined for Denver sitting on the carousel, so SWA must have spent about $8,000 delivering peoples' bags to them for that flight. The customers are angry, the flight crews, gate agents, and counter staff are furious and very negative about it, and investors are fleeing. After 20 years of flying SWA, investing in SWA, and believing in the SWA business model, I've now shifted most of my business trips to other airlines and taking a short position in LUV shares. Fire Gary Kelly and I'll reconsider.
Tony4
Explorer C
I fly 4 - 8 rt/month depending on personal & business schedule. I TOTALLY applaud the boarding and other changes made to make the SW experience better for business travlers like me. I do agree with the many comments made here that the gate agents have to be diligent in handling the boarding process. I have seen several folks recently who apparently can't read numbers and were attempting to board well before their numbers were reached. I also agree with earlier comments about off-duty SW employees who receive priority boarding as well as some passengers I've seen who are in better health than me who receive handicapped preboard. I know that the gate agents aren't doctors and can't do anything about this. For the whiners about the new process who travel infrequently I'd like to ask them to look at all the other major airlines that all cater to business travelers with ticketing, upgrade and boarding policies. I had a problem before with folks who aparently had plenty of time to get to the a/p two hours+ early for a short flight and then stand in the A line for an hour so they could get preference with their discount tickets when I paid full unrestricted fares and often boarded B or C because my schedule prevented me from hanging out at the a/p. To these folks I say: PONY UP the cost of a full fare ticket ticket and you'll get preferential treatment just like on the other major airlines. If you travel infrequently and want a cheap fare PLEASE be prepared to board with others that paid about what you did. If SW only had this group they wouldn't be in business very long at current fuel and service costs. I haven't chatted with a fequent business traveler yet who didn't support the changes. We know we are the lifeblood of the U.S. airline industry and we appreciate the recognition. Please continue to enhance the frequent traveler experience and we'll continue to support the airline.
Todd_M
Explorer C
Don't give up on the new boarding system. it is starting to work. As you know I fly SWA round trip every week on business. my flights this week were handled pretty well by the gate attendants. as many have been discussing, the gate attendants need to provide clear, proper direction to the passengers (explain it every flight as alot of passengers haven't flown under the new system so they still think they need to rush the gate) and I think we all will have a civilized boarding process. the best boardings I have had involved the GA saying we will board in numerical order, A1, 2, 3, 4, etc. or A1 is up front and A30 is back there. Saying OK A1 through 30 can board now creates a disaster. As I have said before, the missing A1 through 15 passengers creates many line jumping situations. not sure what you can do about that. The secret lies in the Gate Attendant providing succinct directions announcing that "hey folks, we have a new boarding process so listen up here a second" and not allowing gate jumpers to rush the gate. Please don't be supportive of the rude line jumping behavior or you will be losing customers. The new system can work well with proper instruction from the Attendants. Please hang with it and please do not go back to the old system where I had to fight for my turf in line for 2 hours before the flight; unable to go to the bathroom or get a bite to eat for fear of getting booted out of the line.
LGE
Explorer C
I like the assignment of numbers so that I don't have to stand in line for a long time. Especially given that I mostly fly SW for business and can't get to the airport hours ahead of time. I am less excited, however, about the business select bit. There are a billion other airlines where sales folks with nice fat travel budgets can buy their way onto a plane early. I travel for the gov't and must take the cheapest tickets I can find always. It was nice to fly on SW, knowing that it was the one airline I was treated no better or worse than anyone else. So, for the fatcat travelers -- if you don't like standing in line with the great unwashed, go fly on those other airlines -- they are for you anyway. Please, Southwest, remove the classification of passengers. Keep the numbers, but kill the special perks for those who have money to spend on their place in line. Let them check-in early on the web like the rest of us. - A not-so-thrilled SW business traveler
Ed3
Explorer C
I have been a long-term customer of SWA and have acclimated to the concept of "open seating" and first come first serve (whether it was the old plastic numbered boarding cards or the newer on-line boarding passes). The idea of numbering the boarding passes within the A, B & C boarding groups for queuing has been a marked improvement but this new concept of paying a premium for preferential boarding passes may end up relegating SWA to the demise of the other airlines that don't know how to make a profit and are pathetic on services. I, for one, will not pay a premium to SWA for the "privilege" of an earlier boarding pass and will start searching other airlines for same city-pair flights as SWA has lost one of the benefits previously afforded to keep all customers equal (i.e. equal opportunity for an early boarding pass). Whoever developed this harebrained scheme likely worked for Coca Cola when they decided to dump Coke for the "new and improved Coke" which turned out to be a dismal failure and the recognition that "Classic Coke" was actually smarter all along. SWA, please reconsider this insidious plan. Ed
Anonymous880
Explorer B
Is CORPORATE LISTENING? WE NEED A CHANGE!
Mike1111
Explorer C
i am a long time shareholder, frequent flyerand supporter of southwest airlines. while i have not flown since the new changes in boarding policies went into effect, i applaud them. it always made me mad having to get to the airport more than an hour ahead of the flight time just so i could obtain an "a" position. and then i had to stand in line. what a bad deal especially for someone with a bad back. while your on-time service was very good, your boarding procedure always made me feel i was in a cattle call line. i am glad managment looked to increasing service rather than just increasing business. i have always felt you folks were the best run airline in the business. now if you can only get your biz model successfully modified so your stock price will back where it should be.
Stuart
Explorer C
Jeff_Zacuto
Explorer C
Just to follow-up: My experience with the new boarding policy was just as I had expected -- AWFUL. I ended up in the dreaded middle seats both ways. It would be one thing if I flew another carrier and when I bought my tickets I KNEW those were the only seats available, but in most cases you still get some kind of choice if you plan your flights early enough. Whether I pick a SWA flight two months, two weeks or two days in advance, I'm still going to end up in the "B" or lower "A" boarding groups. Which means I'm still going to get stuck with those awful middle seats. (I had a business-class ticket even! But not one of the top-of-the-line business tickets, I guess. First class on SWA? Who knew?!) PLUS since at BUR the passengers board and deplane from the front and the rear, the new boarding process caused a lot of "traffic" while boarding. People walking from the back to the front and the front to the back in search of dwindling bin space. It was awful. Terrible. Took forever to get off the plane and people were grouchy when you tried to exit and they needed to "go against the flow" to get their bags. I fly the BUR>SJC route often and use SWA because of their low rates. But considering that United has pretty competitive BUR & LAX>SFO rates (which is closer to my office), I'm going to request that our agent always book me on United as a rule and on SWA as a backup. At least I know if I plan in advance that the agent can guarantee me an aisle seat! It's an unfortunate situation because I used to really like SWA and I would insist that people who had never flown them before at least give it a try. Now I do the opposite and have warned business colleagues and friends about the new boarding policy.
Wayne11
Explorer C
MY wife and I have flown southwest from Indinapolis Ind.to Las Vegas twice a year for quite a few years. We have always been well satisified with Southwest. The "cattle call" type boarding was getting to be a hassle when you get into your late 60'S. Our experience this Dec with the new boarding procedure at Indy was GREAT. I watched a earlier flight board at our gate and the gate agent announced numerous times how the boarding was to be done. Two men decided that they would board with the A's when one of them had a high B and the othe had a C. The agent told both of them to wait their turn, she have to tell one of them twice because he kept trying to jump ahead in the line. After the plane was boarded I went ot her supervisor and told them what a great job that the gate agent did, and was told to pass it on to the agent. She said thanks this is what the policy is and I and trying to do it right but it can get a big hassle if you let the people push you around. Flew out of Las Vegas Dec 16 our boarding passes were A26 and A27 There were people with B and C boarding passes in the A1 to A25 lines, I questioned the boarding agent about this and his reply was so what do you want me to do about it , I replied just enforce the boarding policy, his response it not worth the hassle. Like the new boarding GREAT GREAT If others don't like it let them fly with anothe airline and the one's of us that do we will be able to get all the A boarding numbers. Just try to get all boarding agents like the one in Indinapolis who had the GUT'S to tell people trying to jump ahead go back and wait your turn like everyone else , then if they do, then their supervisers have to have the GUTS to back them up. GREAT job SOUTHWEST love the new boarding
Leeann
Explorer C
Hello, I have been a Southwest Customer for the past 12 years and I really enjoy flying your airline. The New Boarding Process is wonderful. I travel alot with my 2 nieces who are 6 and 3 and lately have had some trouble getting seats together with them. I understand that if we have access to a computer we can sign on 24 hrs in advance and get boarding passes but whenever i do i'm always in "B" boarding group. Whenever we have boarded with the "Family Boarding" and cannot find seats together we ask the Flight Attendants if they can find us seats together and everytime we have asked, nobody has moved to accomodate us. I find this very disturbing since I am traveling with two very young girls. Because YOU are SOUTHWEST i know you will take all of the comments your Valued Customers give you to heart and come to some kind of resolution. Thank you for being such a great airline! Luv, Leeann
Mildred
Explorer C
I travel quite often on southwest airlines and i favor the old boarding process for Families with small children. I do not have children and with the old way i could choose not to sit by these families, because they would board first go all the way to the back and take their seats and not have to worry about a "stranger" sitting next to their children. With the new family boarding i have been stuck next to a mother with a screaming 2 year old, and i also have been sitting by a mother with an infant and her 4 year old because it was the ONLY seat left on the aircraft. Please take these comments in consideration the next time you change your boarding procedures and try and make it better for everybody. I LOVE the old Southwest Family PRE-BOARDING!! Thanks, Mildred
Stan_Harris
Explorer C
Gary, I fly Southwest almost every week to commute to my office in Tennessee. I really appreciate the option of "buying" my way into a business select fare with the appropriate additional benefits. If I want to choose the other fare classes, that remains an option. I luv the new boarding procedures. By not having to stand in line for an hour or longer prior to boarding allows for less stress at the gate and a more pleasant flying experience. I have no objection to allowing families with kids to board first (regardless of their ages) as I travel with my family and this is a real stress buster. Thanks for letting me share my thoughts.
David_Hines
Explorer C
A 5:35 PM EST return flight tomorrow. Tried to check in as earlier as possible. Even got an error message timestamped at 5:35:02. Ended up with A43. This system is a huge mistake. Please comes to your senses.
David_Hines
Explorer C
Do NOT keep the numbers. They are failing MISERABLY. When I check in at 2 seconds after 24 hours ahead, and get an ERROR telling me I'm too early, only to get A43 5 seconds later, I know that you're system is BROKEN, BROKEN, BROKEN! GO BACK TO THE WAY IT WAS.
BWI_Dave
Explorer B
Have flown 6 flights using new boarding system, it works great. But, I must say the new ticket prices are a disaster. Prices fluctuate all over the scale for no apparent reason, changing from day to day. I can fly BWI to the west coast cheaper than BWI to West Palm Beach (one third the distance). Ding fares from BWI are a joke. Is anybody really going to pay 3 times the price for the BS fare, just to board first and get a "free" drink? ( I have about 40 free drink coupons if anyone wants them) Please, bring back common sense pricing. Dave
Clive_Boulton
Explorer C
The new boarding system is working great for me! Ã
Marcia_Neel
Explorer C
I've flown a couple of round-trips since the new boarding procedure was implemented and neither experience was a good one. In one case, the Southwest airport employee boarded people without referring to the numbers and it angered many fliers, who had taken the time to print out boarding passes 24 hours ahead of time as well as move up and down the line trying to find out where to stand. In addition, it's just become too much of a hassle. I can easily book on other airlines which cost about the same and have the seat I want already selected before I even get to the airport. I travel somewhat often and the new system isn't practical. It's created more "airport anxiety" for those who fly less often so once I receive my next RR flight award, Southwest will no longer be my airline of choice. I'm sorry to say this because I live in one of the hubs and have always enjoyed flying Southwest. For those of us who fly more often, it's just easier to book a flight with a confirmed seat. Regards, Marcia M. Neel
Nita1
Explorer C
Marcia summed it up well. Boarding just creates too much "airport anxieity."
Julie_M_
Explorer C
I have always flown southwest, until recently when fares are skyrocketing. i do not have a problem with the new boarding system and never had a problem with the old one. its not really about the boarding procedure that SW has anything to do with...its their customers. if people would only learn to show others respect, people wouldnt be taking out their anger on SWA. People....its not a race to the gate..i have found that if you wait your turn, and be patient that you usually will end up with what you want..and if you dont get what you want, then suck it up. have a drink or two on the plane...everything will be okay.
BF1
Explorer C
Gary, Are you still reading this blog? Your screwy new fare structures have greatly increased our cost to fly with SW (about 25%) and you've cut the value of your rewards in HALF! Your new boarding policy has slowed the boarding process by forcing families to find seats halfway through the boarding process. Assigned seating would prevent a search for available seats through rows and rows of single seaters. Now flight attendants are rushing families down the aisle as they carry seats for their children and looking for seats. Your BS "Freedom" rewards are far more available than the standard awards, even well down your schedule. This "gotchya," predatory mentality is turning off your most loyal customers. And all of this foolishness to appeal to business customers who scoff at Southwest? Chase the almighty short-term dollar and youÃ
al_holliday
Explorer C
I was just about to buy my first SW tickets ever, to Orlando from Philadelphia, and have read the comments about the new boarding processes. Looks like upper management did not realize that the people on the firing line (almost judging from some comments) were stuck with enforcing a poorly drawn up system and appears that many if not most are not enforcing the new rules. I go to Fla for a vacation, and would hate to start with a hassle, either from a gatekeeper or nasty fellow passengers. I am not going to fly SW to Orlando- or anywhere. l hope this matter is resolved as I would like to fly SW that I have heard so much about on a positive basis before this matter came up.
BWI_Dave
Explorer B
8 flights now using the new boarding method, itÃ