Southwest Airlines Community

We're just a family of 4 who takes 4-5 trips a year. You probably haven't noticed--but we haven't been on board much in 2010. Boarding procedures became less famly friendly a couple years ago. Then you started charging extra to board as an A group member (I tried it once and still got a B --not happy). Now. . .this? All you left is "we don't charge for bags." I feel like it's just a matter of time I know that you have to make money. I get it. It's a business. But every one of the changes I mentioned above was rolled out under the banner of "it's better for the customer." I'm sure some of them were better for somebody, but none of them were better for me. I'm not grabbing my toys, going home and saying "never again, SWA!" But I can tell you, while we once went only to swa.com when it was time to plan a trip . . .that's no longer the case. I think we flew you once this year. Not sure what 2011 will hold. When treated right --your customers like me will be nothing but loyal. I think you've lost that. ... View more

Kevin- I laughed out loud when I read your comment that families with kid naturally head to the back of the plane. Check again!!! Two kids, a carseat and all their crap---yeah, we're going to sit in the first row available. Business travelers want off planes fast? So do families with children. Someone always has to go the bathroom (and gosh knows Mom and child can't fit in an airplane lavatory together). The spiteful part of me wants to look for the smug business traveler who loves all the changes and when I board after the A's (because I have a lap child and cannot check in online), I will sit right behind or next to him/her. While I am usually a tyrant about keeping my kids feet from kicking and voices down, I may ease up. You wanted on before us--these are the consequences. Sorry that sounds ugly. Southwest has reared it's ugly (and some would say greedy, head)--how can you expect your customers not to follow suit? Where's the LUV, Southwest!???? ... View more

One last thought . . . When I called SWA customer relations number, the agent I spoke with FLAT OUT told me that this decision was to make business travelers happy, because they were "where the money is at." That may be true, but I was astonished that he was so proud to admit it. This airline has had bad press much of the summer regarding passenger dress issues and used "family airline" as their defense. I think I'd like to see that "family airline" attitude in place for things that are important, including allowing families a few extra moments to get down the jetway, get strollers collapsed (without hurried people trampling them to get 'a better seat') and get their families seated together. ... View more

It's fine to say that families have the option of obtaining an A boarding pass, thereby no longer needing to pre-board. What about families with lap-children? You can't check in online...eliminating any and all possibility of obtaining an "A" boarding pass. Discriminated against for having infants? That's not exactly what I'd call "family friendly." And while I've heard business travelers are tired of watching families get to board first--just wait till we all get on AFTER you and choose the seats next to, in front of, or behind you. You'll be wishing you got on after us and had a choice. There was never any mandate that people had to stand in line for an hour prior to boarding. To call this part of the cure for that problem is ridiculous. People created the disease---they can end it any time by taking a seat in concourse. ... View more

You write, " Everyone has the same shot at checking inà ... View more

I'm not sure why SWA thinks people will suddenly stop standing in line, simply because a number exists. This change in policy has a huge negative affect on families with lap children and when I called SWA today, they had no answer to my concern and the rep, Brittany, just kept telling me (5 times I counted) that this change was "better for everyone." If you travel with a lap child, you CANNOT check in online. You must do so at the airport, no more than 4 hours before your flight. Suppose you arrive at your airport 1.5 hours before your flight. No way you're getting an A boarding pass. However, your spouse and older children are able to check in online. They receive A boarding cards. SWA encourages online check in, but now, an entire family is penalized (read: boards later), because a lap child is involved. How is that possibly fair? Since individuals with disabilities still participate in normal preboarding (as they should), families with small children (in particular "lap children") are the only ones getting the short end of the stick. How does an airline that is "family friendly" possibly justify that? Worse yet, because they have been touting "family friendliness" as the reason for some of their bad press lately (i.e. telling women in short skirts and low cut shirts to cover up?). I would love an explanation for this! ... View more