10-08-2019 03:21 PM
While I generally give good complements to SW for value and friendly staff, I have one complaint that I would really like SW to address. The airlines claims one benefit of their service is "open seating" - and flight attendants always announce that all available seats are "open and available" if unoccupied. However, this is a lie because SW does not enforce the every open seat is available rule. I'm a tall person (6'3") and on nearly every flight I take I try to sit in the exit row so my knees don't get crushed. I am not always able to score an exit row seat because passengers who boarded before me "SAVE" seats for their family & friends. When I complain to the passenger saving the seat AND the flight attendant, I get a "too bad" response - and of course, if I complained loudly or snarky I'm likely to be kicked off a unruly. This becomes even more frustrating because I often pay more for early check in and boarding so I have a better chance in the "A" line to score an exit row seat - but the extra expense again is thwarted because an empty seat available to me taken away because passengers are being allowed to save seats. Complaints to the flight attendants suggest that although SW says seats cannot be saved, they are not allowed to enforce this simple rule. Either SW needs to update their slogan and flight attendant announcements to say that open seats may be saved for other family or friends OR SW needs to enforce the no saving rule to comply with their claim that indeed, they offer open seating for any unoccupied seat - no more saving seats! It's rude.
Solved! Go to Solution.
10-08-2019 04:05 PM
When you don't have assigned seating, people 'saving' seats is potentially what you will run into. It happens at nearly every General Admission concert as well. It's first come, first serve, and people often save 'spots' for their friends who are further back in line. It is *right*? Not particularly. Do people *do it*? All the time.
Now, in regards to Southwest, should folks board and attempt to 'save' an entire row of seats, specifically the Exit row? No. If any seat saving 'policy' could be implemented, it would be to not 'save' any seats in the Exit row. Any other row should be fair game except for that.
Someone else also mentioned in a different thread that pre-boarders (i.e. those needing help to board, families, etc.) should only be able to sit in the first few rows of the plane. I agree to that as well.
Implement those two 'policies', and it would probably solve a lot of complaints.
10-08-2019 07:11 PM
Seat saving generates *strong* opinions and is a frequent discussion topic. As the forums are primarily set up as a customer to customer forum you may also want to share your feedback directly with Southwest using this link:
Customer | Home airport DCA
10-11-2019 04:09 PM
Customer relations doesn't help so don't bother. All they seem to say is sorry. It's the worst customer service I have ever encountered.
What do you expect customer relations to tell you? If the airline does not prohibit seat saving, people will save seats.