03-19-2024
10:39 PM
03-19-2024
10:39 PM
Flight 5981 LAX to PHX
16 Mar 2024
We were extremely disappointed with the boarding process. After the A group boarded there were 40 children plus their parents and grandparents. The gate agent told me that there were 40 children in the group. Many of the families did not have children 6 or under but they were allowed to board with this group. This meant that at least 100 people boarded between Group A and Group B. We were B1 and B2 and did not get to sit with our grandchildren. It is my understanding, as well as, SWA definition of family boarding that only families with children 6 or under can board between Group A and B.
Many of the people in back of us that had paid for Earlybird were angry and just as unhappy as were with the boarding process.
We have noticed on some of our recent flights that the youngest children in a family looks much older than 6. I have never seen a gate agent question the age of children boarding between Group A and Group B.
As these examples demonstrate the boarding process is broken. We would like to know what SWA is going to do to improve the boarding process and make it more fair to those who have paid for Earlybird boarding.
We have some suggestions:
Strictly enforce the 6 and under rule
Require that 6 and under passengers have an indication on their ticket that they are eligible for family boarding. You require an indication on preboarding passenger’s ticket.
Limit the family to 2 adults just as you do where only one person can accompany a pre-boarding passenger.
Move family boarding before Group A. Most other airlines preboard families
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