Southwest says its has "some kinks we are trying to work out" after launching new boarding process
CBSN
Southwest Airlines is still working out kinks in its boarding process two weeks after the discount carrier switched to assigned seating. Edited by Aimee Picchi In:
Southwest Airlines is still working out kinks in its boarding process two weeks after the discount carrier switched to assigned seating.
Southwest officials told CBS News that one of the main issues the airline is troubleshooting is overhead bin space. In some cases, customers who are part of the airline's loyalty program and others who paid for extra legroom are finding they don't have storage above their seats because early boarders are taking up the overhead compartments at the front of the plane. This is forcing them to walk back several rows to store their bags.
The issue, which could slow boarding and deplaning, has sparked ire among loyal Southwest customers, with some taking to social media to voice their complaints.
"On a Southwest flight for work and it's actually awful. New process is terrible. I'm in row four. Boarding group 5, no overhead bin space until rows 20. Actually insane. @SouthwestAir," one X user wrote on Monday.
Some flyers are also expressing frustration with how seats are assigned. Southwest announced in July 2024 that it was scrapping its decades-old policy, which allowed customers to choose cabin seats on a first-come, first-served basis. The airline now offers assigned seats, while giving passengers the choice to pay for certain seats, including those offering more legroom.
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