Like Walter I'm a tall guy (6'7") and the exit row means a lot to me. I'm also a very loyal Southwest customer, and based on my hundreds of flights with you I know I need to be in the first 10 or so on board to get a window or aisle exit seat. I was happy to get the email advising me based on my past travel that I'm on the A-List, so you will "reserve the best boarding pass number available". But, is that best available after Business Select? What is the actual assignment hierarchy? If the Business Select seats are filled first the message I get is you value the infrequent flyer paying a few dollars more on a particular flight over a loyal, frequent, but thrifty customer who plans ahead (not exactly the Southwest Way). Another thing I think you should try which costs nothing and potentially solves the problem for any really tall customers regardless of which group they're in - the gate agent looks at the passengers and if there are any really tall people, says as part of the pre-board announcement, "We've got some really tall people here, please be kind enough to let them sit in the exit row." Not a guaranteed solution, but people are for the most part considerate given a chance and a reminder.
My two cents on the rest of the changes - I share the concerns but I think the new system will still be better than the other airlines and if it's not I think you will figure that out and fix it. I also like the fact you're responding - hang in there Kevin, your best customers will give it a chance.
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