10-05-2023
02:22 PM
1 Love
I don't believe that anyone disagrees that open seating is A major reason for the problem. It's absolutely a core issue. But here is what concerned customers (notice I said "customers" not "passengers") need to ask Southwest lest they lose more A-List Preferred, high revenue customers like me.
Southwest, YOU MUST PICK AT LEAST ONE of the following initiatives moving forward:
Modify the open seating policy to bring value back to A-List qualifying passengers and those who pay for A1-A15. Do something that ... regardless of the obvious, indisputable pre-board abuse ... makes that status worth a predictive seating outcome that honors those passengers' added expenditures and brand loyalty.
Lobby for change. Southwest has a Vice-President level position (currently held by Christa Lucas) focused solely on Government Affairs. One of the position's paramount roles is lobbying for beneficial legislative and regulatory outcomes for the company and it's customers. Southwest CAN LOBBY for better pre-board qualification procedures from the federal government (not unlike those associated with parking in handicap slots). THEY SIMPLY REFUSE TO. Like so many companies these days, they are absolutely terrified of incurring the wrath of any of a number of interest groups that will claim association with those who rightfully and wrongfully use pre-boarding privileges. And they continue to refuse to consider the degree to which the current regulations and Southwest's "turn the other cheek" approach continually marginalize those with legitimate disabilities.
Southwest needs to face the fact that what was once it's primary market distinction -- open seating with a fleet of smaller, compact 737s -- is now a boat anchor given current pre-board regulations and their unwillingness to realize that their value to frequent fliers will continue to diminish given attractive alternatives that don't "live a lie".
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09-26-2023
08:38 PM
1 Love
Here's the very basic, elementary math in all this:
Southwest open seating policy + current rules/regs + Southwest's pretense that there's not a problem with abuse = The hugely unpredictable and often misleading value of A-List Select and A-List Preferred. Pretend or rationalize it all away as you will, but it's real.
Because the abuse by SW passengers is indisputable, I've taken the advice of many hand wringers and purported equity evangelists and moved to United (and I've requalified for A-List Preferred and Companion Pass status within 6 months each of the past several years).
Just as I can't stand the injustice of people parking in handicapped zones without passes and repercussions, I choose not to witness the disrespect that SW shows those with real disabilities by allowing what is so obvious to occur. Yes, United has preboarders but the issue is mute given that seating is by reservation and is not open.
I'll gladly take a predictive, row 22 seat assignment on United rather than live a lie. And (gasp) the Wi-Fi works on United and the cost is comparable.
The value of A-List Preferred to me was less about a close-to-exit seat assignment than a recognition of my loyalty to the Southwest brand. I'm as patient as anyone when it comes to deplaning. No, I'm not clairvoyant with respect to hidden disabilities, but the abuse is real and is exacerbated by SW's basic business model and unwillingness to use it's vast lobbyist clout to get more reasonable controls in place ... not too dissimilar from the extra steps members of my family have had to undertake to get their handicapped parking passes. Trust but verify is the tenet in the handicapped parking enforcement world. Quote the regs and turn the other cheek is Southwest's.
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08-20-2023
10:28 PM
1 Love
That's the point ... forcing hard decisions about a business model that doesn't work. Either buckle up, lobby for changes and ensure the wrath of <insert your favorite interest group here> or change the business model. They can't have it both ways and not continue to elicit these concerns.
The abuse is real and undeniable ... equal to people parking in disabled slots with the knowledge that they'll be perpetually ticket-free.
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08-15-2023
08:01 AM
I continually ask SW for their opinion on the regulations and whether they are employing their sea of lobbyists to find a reasonable solution. I get radio silence. They simply take the teflon approach of saying "they are adhering to the regulations".
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08-02-2023
04:33 PM
https://www.foxbusiness.com/lifestyle/southwest-flyers-photo-shows-line-passengers-sitting-wheelchairs-claims-pre-boarding-scam
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10-06-2022
10:19 PM
10-06-2022
10:19 PM
I work a lot with lobbyists. They can motivate legislative changes on the one end ... and regulatory ones on the other. It just takes Southwest's clout (and maybe even cooperation with other carriers) to prove the problem and seek some resolution. It's amazing what they'll do when the bottomline is threatened.
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I've read the frequent complaints about Southwest preboard abuse and have to admit that it frustrates me, as well. It's less of an issue for me when apparently able-bodied passengers pre-board as I think it's important to give them the benefit of the doubt given the number of hidden impairments.
It's the wheelchair boarders who claim a disability while preboarding, then (with great dexterity) retrieve their overhead luggage and make an unassisted beeline for the airport exit (multiple bags in-hand and a cell call underway) that makes me fume. And for all those out there who respond that "life is too short to get uptight about things like this", it's about the way they disrespect those with real disabilities that I'd ask you to consider if you're that altruistic.
Ok, now that the commonplace pre-board frustration is baselined, I recently had an interesting circumstance when I witnessed a family of six preboard (four children and what appeared to be their parents) ... all without apparent impairments. On the chance that someone did have a disability, isn't it still the policy that pre-boarders get one -- and only one -- companion? Interestingly, a red-shirted Southwest employee escorted them to the pre-board area ... and as they departed ... hugged each of them. He then left the gate area ... obviously not a member of the gate staff.
A complaint to Southwest will inevitably result in a canned response from their CRM system about their adherence to regulations and their lack of control of preboard eligibility. My solution is to push Southwest to direct their legislative and regulatory lobbyists -- no question they have them -- to get better rules in place. Just as their well-publicized $2 billion investment in better Wi-Fi, power ports and bigger overhead bins is getting attention, they need to direct their balance sheet to seeking more equitable (and enforceable) pre-board regulations.
Southwest's open boarding policy has it in a real bind when it comes to the diminishing value of A-List Preferred and paid upgrades. No baggage fees, Companion Passes, no change fees, etc. only go so far when viewed against the perks of competitors.
As a long-time A-List Preferred customer, I'm seriously questioning the value given the clear pre-boarding abuse and Southwest's hand wringing.
And as a side note, that flight with the six-member pre-board family -- there were a total of 23 preboarders. The flight was delayed given the lack of available wheelchairs.
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10-06-2022
06:40 PM
10-06-2022
06:40 PM
I've read the frequent complaints about Southwest pre-board abuse and have to admit that it frustrates me, as well. It's less of an issue for me when apparently able-bodied passengers pre-board as I think it's important to give them the benefit of the doubt given the number of hidden impairments.
It's the wheelchair boarders who claim a disability while pre-boarding, then (with great dexterity) retrieve their overhead luggage and make an unassisted beeline for the airport exit (multiple bags in-hand and a cell call underway) that makes me fume. And for all those out there who respond that "life is too short to get uptight about things like this", it's about the way they disrespect those with real disabilities that I'd ask you to consider if you're that altruistic.
Ok, now that the commonplace pre-board frustration is baselined, I recently had an interesting circumstance when I witnessed a family of six pre-board (four children and what appeared to be their parents) ... all without apparent impairments. Isn't it the policy that pre-boarders get one -- and only one -- companion? Interestingly, a red-shirted Southwest employee escorted them to the pre-board area ... and as they departed ... hugged each of them. He then left the gate area ... obviously not a member of the gate staff.
A complaint to Southwest will inevitably result in a canned response from their CRM system about their adherence to regulations and their lack of control. My solution is to push Southwest to direct their legislative and regulatory lobbyists -- no question they have them -- to get better rules in place. Just as their well-publicized $2 billion investment in better Wi-Fi, power ports and bigger overhead bins is getting attention, they need to direct their balance sheet to seeking more equitable (and enforceable) pre-board regulations.
Southwest's open boarding policy has it in a real bind when it comes to the diminishing value of A-List Preferred and paid upgrades. No baggage fees, Companion Passes, no change fees, etc. only go so far when viewed against the perks of competitors.
As a long-time A-List Preferred customer, I'm seriously questioning the value given the clear pre-boarding abuse and Southwest's hand wringing.
And as a side note, that flight with the six-member pre-board family. There were a total of 23 pre-boarders. The flight was delayed given the lack of available wheelchairs.
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I'm A-List Preferred with Companion Pass (had it in 2021 and requalified for 2022).
During my past two trips with my companion/wife (one in late-October, one in late-December), she was auto-assigned the A boarding position right behind me. Never had that happen before.
Does anyone know if this is a new policy (that would be awesome!), or a incentive program that's expired/expiring?
Thanks!
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01-05-2022
04:41 PM
01-05-2022
04:41 PM
As an A-List Preferred customer for the past few years, I completely agree that pre-boarding is out of control and that the market value of Southwest status is rapidly dwindling.
Southwest also makes it hard to argue with their standard “auto-gen” response that they are just following federal regulations.
So here’s a proposed solution. Like all airlines, Southwest has a significant lobbyist presence in DC. Rather than pushing the company in a general way, let’s get them to expand their response to:
a) we agree there is a problem (what SW gate attendant doesn’t hold their breath many times per day as large family groups and the otherwise healthy and spry pre-board) but our hands are currently tied, BUT;
b) we are actively lobbying for changes to federal regulations to better ensure this accommodation is not abused.
I think it’s much more effective for concerned customers to push Southwest to acknowledge the problem and describe how they are lobbying for regulatory change.
As Southwest often monitors these thread, here’s your chance. What say you? Regardless of the regulations, is there a problem or not and what are you willing to do about it with your influence?
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