Southwest - WHY no assigned seats?

[Heavy Set]

I am puzzled why Southwest does not have assigned seats YET?

Today I had the very UNFORTUNATE experience of being a PAX on Southwest. I arrived at the ACTUAL gate a full 90 minutes before the depart time and was given a paper ticket with a large "C" on it - I bet "C" stands for "CATTLE." No more plastic seat-assignment cards - now people are given regular paper tickets. When I questioned how this could be that I could have 100+ passengers ALREADY IN FRONT OF ME given that I was 90 minutes early, I was told that Southwest now assigns boarding priorty from the ticket counters as well (the ones with the very, very, very long lines). So, despite being at the gate a full 90 minutes early, I was among the last 20 to board the JUNKIE 737-300. Before actually getting on the plane (I was maybe 20 feet from the entrance), my group of the last 20 passengers was told that all bin space was taken.... What? How is that convenient for me - a paying Southwest passenger with a regular carry-on? I got no reply.... When I finally boarded, I noted that the bins were FULL OF JACKETS instead of bags - in other words, there was indeed ENOUGH space to accomodate regular carry-on bags - the PAX could have placed their ratty jackets on the floor or could have held them.... Instead, I had to be inconvenienced by 25 minutes because I did not show up at the airport 4 HOURS early to get priority boarding... The business passengers behind me were rightly IRATE about the ridiculous inconvenience.... We were puzzled and very upset. I don't recall feeling that way as a PAX on Jetblue or AirTran...

A few questions for Southwest pilots or fans of Southwest:

1. Given that other LCCs like Jetblue and Airtran have ONLINE seating assignment that an elderly, sick 90-year old woman could use, why doesn't Southwest offer that service? (Southwest already produces paper tickets at the gate like Jetblue and Airtran - the software probably wouldn't impact Southwest's bottom line too bad...) Business passengers who maximize their work time and arrive at the airport later than most will be penalized and be forced to sit between two red-neck obese people in the last row. Do your higher-yield business passengers will be happy? What if they had a choice of LCCs on particular routes?

2. Does Southwest care about reducing the seating "anxiety" that many, many passengers feel (they don't have a confirmed seat)? Why not remove the "cattle-car" stigma attached to the Southwest name by assigning seats LIKE EVERY OTHER AIRLINE?

If either AirTran or Jetblue serves the same route as Southwest, I will select them quickly. The Southwest product is CLEARLY INADEQUATE (especially on trans-con flights).

Passengers seem to rave about the Jetblue product with its comfortable leather seats, its incredible live TV and its bins with copious space - enough for both jackets AND carry-on bags.... I have never heard a Southwest passenger rave about the cattle-car routine - have you? It sucks.

So, I have a recommendation for Southwest pilots - please put a suggestion in the suggestion box - spend some money to active online seat assignment to reduce "seat anxiety" and the inevitable FRUSTRATION derived from inadequate bin space.... You can't say "you get what you pay for" because Jetblue and Airtran are AS CHEAP as Southwest and their product is FAR SUPERIOR.... Cattle-car service is old-school and a definite weakness for Southwest. Watch out if other LCCs operate in the same market...

Yeah, it would be great to occupy one of the seats up front, but every other seat on Southwest sucks.......................

My 2 cents.

 

[CODs4ever]

Heavy Set

Unless somebody put a gun to your head, I'm pretty sure you had a choice when flying. Everybody knows SWA has an open-seating policy. It's a key element in their 20-minute turnarounds. I would suggest that if you don't like being stuck in the middle seat, either show up earlier, or fly a different airline. The open seat policy seems to have worked fairly well for nearly 30 years, why fix it if it isn't broken?

 

[CoopDog]

Try www.southwest.com

Before about 50 SWA pilots, poolies, and hopefuls chime in to answer your question on this board, which will inevitably lead to discussions on Delta and Leo, and how UAL sucks, blah, blah blah,....just send 'ole Herb an e-mail, and he might just let you know. If he's too busy, I'm sure someone can help you out.

With that said, get ready for the onslaught here on this board. I'd like to see if you can just hold back and see if somebody here answers your "legitimate" question. This ought to be fairly entertaining for a few minutes.

 

[moneyshooter]

And another thing....

I do everything I can to avoid flying on SWA due to the long lines, cattle calls and the no baggage agreement thing. Just plain lousy product is what I've experienced. I made the mistake of flying on one carrier and making the switch to SWA at LAX. It's bad enough that they make you retrieve your bags, then haul them yourself to another terminal, but they don't even tell you in advance that this is what you will be in for. Add to that a lost bag experience in which they would not deliver the bag to me upon it's arrival the following day ( I was in Monterey and this was from San Jose-thanks a lot). I had a damaged bag on another trip. Finally, I had a change in schedule in which I was told there would be no charge. Upon arrival at the airport, they wanted to charge me 50 bucks or something. Okay, no big deal, whip out the credit card and they told me since the ticket was purchased by the military, I would not be able to pay for it with anything but a military Visa card. I did not have one, and they basically told me I was SOL. I missed my flight while trying to straighten this out. I avoid that airline like the plague. They say it's a people company who happen to carry passengers. I am amazed they are so successful at getting any repeat customers when their product is so junky. Now, I know all the SWA folks here will flame away, but the truth is, no one can dispute that it's a great place to work. I've seen the class act personally at the training building when they hosted the Airinc. convention. Sure makes you think it would be a great place to work. I just wonder why they aren't concerned with their product.

 

[tredding@swa]

Call

customer service @ 214-792-4223. I KNOW they would like to hear from you.... they are well known for FIXING problems and correcting the problem going forward too!

The assigned seating issue is just the way it works.... I would suggest you enroll for "Rapid Rewards" and then use the check-in kiosks at most locations, never a line, prints your boarding card. Lost/damaged bags is a different issue. you should have called them when you had the problem @ SJC.

Sorry to hear that your travel on SWA was unsatisfactory..... better luck next time??

 

[T45Flyer]

Some speculation

Although I do not have the exact answer to your question I present these thoughts:

1. Assigned seating- as CODS4Ever said, if it aint broken then dont fix it! Although you hate the prospect of being stuck in the middle seat (Me To!), a lot of people know the drill and just dont care, they would rather have the quick turnaround and just want to get from point A to B as fast as possible. I cannot tell you how many business travelers fly us EVERYDAY and tell me that they would never fly another airline because we are "always on time and very reliable". (We all know were not always on time, but nice compliment.) Add to the fact that the majority of our flights are short its not a huge inconvience to grab any seat cause you'll be there in a jiffy.

2. Seats and Bin space- All of our interiors are being redone on the Tan and Canyon Blue-Purple color. The seats are all leather and comfortable, also, no more party pits. At my last recurrent training, we were told the company is looking into the inflight entertainment systems, JBLU does have a great idea there. As far as bin space, well its a Boeing and thats all ya get, but as they say "If it not a Boeing, then I ain't going!" Just say no to Frog planes!

3. SWA is a very quick turnaround, now about 25 mins though, and a very high frequency airline. If you miss your flight, just wait 25 mins, there will be another. People love that and our freq flier program is second to none. People get free tickets after just 4 flights and the freebies have no restrictions. (I have been told). You could use 4 round trips from MDW-DTW at $80 round trip and use your freebie on the non stop from MDW-SEA. Our frequent flier programs keep a very loyal customer base. And last but not least some of out flight attendents are fun and make the flight much more enjoyable.

Hope that helps, sorry you had a bad experience.

 

[swaforme]

Heavy,

I feel that you have a legitimate gripe. Having recently gone through recurrent training we were briefed by the company on thoughts of the company and it's future service needs. They are considering both assigned seats and onboard entertainment beyond the talents of our cabin crews. When the time comes that the amount of revenue these features bring the company outwieghs the costs they will be applied.

You need to send your letter where it will do the most good and that would be to Colleen Barrett.

I'm sorry your experience was not a positive one.

Sincerely,
Lazypilot

 

[moneyshooter]

Gentlemen,
Thoughtful replies such as yours make me much more willing to take a chance yet again on SWA. I suppose I'm due for a positive experience with LUV.

 

[Heavy Set]

I too appreciate the professional replies.

I just don't understand why Southwest would put its passengers through that "seat anxiety" as I call it. Turnaround times are important, of course, but AirTran seems to move just as fast using their 717s - and yet they provide assigned seats.... I can reserve my seat online and then I don't have to worry about whether I should arrive at the airport 2 hours early or not... I have flown Jetblue a few times as a PAX and the boarding seemed organized and quick.

We all have bad days as PAX - it's not like flying on the Pan Am Clipper in the past... I just want to know if Southwest would consider changing its boarding policy given that it now uses the same printed, paper tickets that everyone else uses - the infrastructure seems to exist - plus, its very popular website could probably be adjusted to select seats. Doesn't Southwest want to do away with that "Cattle Car" stigma? Jetblue and Airtran and I am sure Song all have assigned seats....

All airlines pad their timetables, so turnaround times don't seem as important if passengers are frustrated with the lame middle-seat in the back row that they were forced to take because they showed up "just" 40 minutes before the flight...

Just letting off some steam... I hope you guys at Southwest can make some "high placed" suggestions because I saw first-hand today that higher-yield business travelers don't appreciate the cattle-car routine... Southwest is the last airline without assigned seating - it is probably time for a change (and it likely won't cost too much given the existing infrastructure)...

 

[enigma]

I too appreciate the professional replies.

I just don't understand why Southwest would put its passengers through that "seat anxiety" as I call it. ..........................




All airlines pad their timetables, so turnaround times don't seem as important if passengers are frustrated with the lame middle-seat in the back row that they were forced to take because they showed up "just" 40 minutes before the flight...

I'm only a SWA wannabee, so this is only my outsider-looking-in opinion. SWA puts its pax thru "seat anxiety" because that's the main reason they are able to board 137 people in less than 15 mins. For comparison, it usually takes 40mins for my LCC carrier to board an MD80. The next time you fly an "assigned seat" carrier, get yourself into group one, and then watch your fellow travelers board. You will see them stand in the aisle with their thumb up and locked as they: fiddle with overhead space, make a cell call, ask the FA's about seating assignements, talk to their kids, etc, etc, etc,. They take their time because they know that their seat is theirs. On SWA the pax get their behind in a seat, right now. No fiddling with the perfect overheadbin arrangement, no playing with their backpack as they block the aisle; because they KNOW that every second they waste is costing them the chance at a decent seat.

Airlines pad their timetables. Yes, but not to affect turn times, they pad so as to look good on the DOT stat sheet. SWA probably pads as well, but padding has nothing to do with turn time. For SWA (once again, opinion only) padding is practiced only to achieve schedule integrity. SWA's "secret" is efficiency, in order to be efficient, they do everything possible to avoid wasted time. Time is money.

regards,
8N

 

[sfomarc]

You have to remember that SWA started as a very short haul low cost carrier serving the Texas market. At the time we were known for ten minute turns and very short flights. Who cares if you get a middle seat for a 30 minute seat right? But now things have changed. We are flying coast to coast and most turns are 25-40 minutes.

I do know that not having assigned seats does board the AC faster than with assigned seats, but I too agree there has to be a better way.

As for entertainment, I think it will come someday. The more pressure by our passengers the faster it will happen.

Cheers

 

[chperplt]

I do know that not having assigned seats does board the AC faster than with assigned seats, but I too agree there has to be a better way.

America West assigns seats, but puts group numbers on the boarding cards, and boards that way. They don't seem to take any longer to board than SWA.

What cattle car style boarding does is make for a quicker check in.

 

[thebluto]

Just another $.02

If SWA resorts to 1st class seating, I'm pulling my app (which I did get in before the 1 Apr deadline). For SWA to become like everybody else, it would be killing the goose that laid the Golden egg.

There's a reason SWA has been so successful, and it's not being like United/Delta/Nothwest/Continental/American/... The reason: Low Cost! Someone told me Herb used to say SWA wasn't competing with all the other major carriers, it was competing with Greyhound, Continental Trailways and with the Interstate Highway system.

Throw in all the expensive gadgets and amenities, as well as a hateful Union vs. Management philosophy and SWA will tank just like its arch rival Braniff.

I say keep it the way it is. It's about getting from Pt. A to Pt. B inexpensively. You want entertainment, buy a book.

I want a job with a company that's going to be there in the long haul; that's not going to furlough at the drop of the DJIA.

Pour me a glass of Kool-aid please, I'll gladly drink.

 

[SWA/FO]

A lot of other airlines board early. They even push early. If your running for an SWA flight that leaves at 8 am...you got until 8 am to get there. Recently, I had to run to jump onto NWA.. with 15 minutes to go...nobody was waiting to board and they were wraping up the paperwork. They pushed 10 early.

I would write/call SWA in Dallas about your experience. They are in a better postion to help then most people on this board can do.

I will say at SWA - we pre-board Mother's with babies, older folks and jumpseaters. Other carriers board their Gold Star double check plus frequent flyers, then the single check plus, then silver check plus, then people traveling with some kids. Oh yeah, the jumpseater always last (with no bin space available - I feel your pain). I always hear SWA flight attendants anouncing that folks should not put their coats up in the bin to after the bags are up there...

Customer service is very important to SWA. While in pilot training they hand out the book "Hard Landings" to read so that we don't become like everyother carrier.

Funny...some people on this board say they don't want to be like a LCC or SWA for that matter...but do they ever think we don't want to be like them?

 

[generaltso]

I actually like the board process on southwest. I often have to book last minute tickets, usually on Southwest since it ends up being cheapest (and I live by BWI). On other airlines usually the last minute tickets end up being middle seats. On southwest I can book the day before and then show up a couple hours before and almost always get a window or aisle.

 

[Yahtzee]

Just letting off some steam... I hope you guys at Southwest can make some "high placed" suggestions because I saw first-hand today that higher-yield business travelers don't appreciate the cattle-car routine... Southwest is the last airline without assigned seating - it is probably time for a change (and it likely won't cost too much given the existing infrastructure)...

Heavy Set,

Please tell me you don't expect to get a Ruth Chris steak at Ryan's prices.

SWA does business their way for a reason: It works for them. IMHO, SWA isn't trying to be everything for everyone. They are simply trying to provide a good product at a fair price. Some folks don't like SWA and never will. However, you have some valid points and I'm sure some of the SWA guys here will forward them up the chain.

But please reread SWA/FO comments: "Funny...some people on this board say they don't want to be like a LCC or SWA for that matter...but do they ever think we don't want to be like them?"

I think SWA/FO hit the nail on the head.

Yahtz

 

[trainerjet]

People fly Southwest for the same reason that people eat at McDonald's, even though the food is crap, and they know before they order that the food is crap. Even though across the street, you can pay the same money and get food that, while maybe not gormet, is certainly less crappy. They know if they go to McDonald's, they will get exactly what they expect to get on a consistent basis, even if it is consistently bad.

They have been conditioned over the last 30+ years to accept this as "value". A new company could start today, offering the EXACT same product at the exact same price, but people would reject it automatically as inferior. They would not accept the "cattle-car" boarding procedures at any company except Southwest...guaranteed. Yet, they gleefully arrive at the airport hours before departure to be among the first in line to jump at the chance to participate in it at Southwest. Just as they wait in the drive-thru behind 16 cars at McDonald's for the opportunity to fork over their money for a Big Mac and fries.

 

[Falconjet]

Pre-boarding with kids

My wife flew to PHX fro LIT last month with our 6 and 8 year old kids and weren't allowed to pre-board. Evidently you have to have very young kids to pre-board, 3 and under or something. So bringing the kids along may not help.

 

[Heavy Set]

Yahtzee,

It is clear that Southwest has done well with its business model. I am simply suggesting that the unassigned seat deal needs to be reviewed in light of the fact that all other LCCs (including Song) offer assigned seats - and the majority of passengers probably prefer to have assigned seats. Now that the plastic boarding passes are gone - and replaced with regular paper tickets, Southwest should consider this a great time to remove the "cattle car" stigma. That is all I am suggesting...

Your point about Ruth Chris Steaks is not valid. Jetblue offers cheap tickets too with few frills and caters better to business travelers who don't want to worry about last-minute seat assignements... As I said earlier - this is not a "you get what you pay for" situation because both Airtran and Jetblue are AS CHEAP and yet offer seat assignments - that's all I care about at this point..............

Just trying to make some helpful suggestions.... I consider this to be a competitive disadvantage for Southwest when they compete head-to-head with Airtran, Jetblue or Song at comparable prices.... Nobody likes to have "seat anxiety" - and I will avoid Southwest as a PAX (although I'd love to sit up front if I had the chance) if I have a choice of another LCC until this is fixed - no disrespect to the fine Southwest professionals on this board.... I don't think it would take much to fix - some new website software and a few extra input keys on the check-in computers (the paper confirmation tickets already exist) - that would probably reduce some of the customer frustration...


Just my 2 cents.

 

[Yahtzee]

Heavy Set,

In retrospect, I should have let the coffee kick in before typing the post. I regret placing it as I was still trying to wake up from last night's vampire shift.

If you hadn't have already replied, I would have deleted the post. But, I'm accountable for my mistake (making a post while groggy) and so it stands.

My apology to you if you feel I was in any way making a personal attack on you or the "high class business travelers". I think your points will certainly get reviewed by SWA and hope you have more positive experience in the future.

You offered some valid constructive criticism that can only help SWA and for that you are to be commended.

Peace

Yahtz

 

[HoursHore]

[QUOTE
Today I had the very UNFORTUNATE experience of being a PAX on Southwest. [/QUOTE]

Were you in Russia? Or Iraq? Did you not have a choice of carriers?

Personally I avoid SWA for anything involving more than one leg or multiple ac. Haven't been able to shake the sting of a trip to Tahoe from midway I took in college. I think we stopped at STL, MCI, PHX, and then tahoe, took forever and had to swap aircraft a few times, which means I had to stand in line again. Since I was in college and its all I could afford, I gladly put up with it. I since have been able to afford to ride on the hub and spoke carriers, and before 9/11 they would get me there much faster, however, since they cut back on their schedules, more often then not I have a 2-3 hour layover at the hub.
But I have since flown SWA on a couple one leggers, and have been very impressed. My impression of SWA's on time perfomance is outstanding. But it is easy to excel when my main other airline choice is UAL, which is going for some kind of record when I fly them for never leaving on time. I am speaking has a customer here, and not as someone trying to break into the airline gig.

Of course I would still love to work for SWA no matter how many legs a day I had to fly.

 

[chase]

Heavyset

Heavyset,

I flew twice on AA this weekend. On both flights delays were incurred when the assigned seating system went tits up. In one situation the passengers & FAs stood around in the middle of the aircraft while a discussion ensued about who's seat was it anyway. After some strong arm tactics ensued the situation was resolved but not before we pushed late.

Same situation on the 2nd flight when a group of passengers (approximately 30 kids) were arranging their own seat assignments & confusing everyone. It wasn't until the FAs finally (& very reluctantly) got involved but again after the push time.
With SWA when large groups are booked together we pre-board them often times for them to sit together (not necessarily at the front of the aircraft though) without impacting the flow of everyone else.

As for overhead space, many of the bins on the AA flights had jackets or things that could be placed under the seats. Not once did the FAs request that passengers refrain from placing anything in the overhead bins except for suitcases or items that wouldn't fit under the seat on the PA system....this is done on a routine basis by our FAs when they are told by the ops agent the plane is going to be full. Near the end the FAs in the rear told the front to start checking bags but way too late...we had to take bags back up front which added to the late push.

All of these scenarios have happened on SWA while I've been flying & I'm sure every major carrier. No system is flawless yet each of the systems AA & SWA employs have their advantages & disadvantages & can be either a goat-rope or flawless depending on the TYPE & ATTITUDE of the passengers boarding, along with the willingness of the FAs & ops agents to detect problems before they get out of hand.

If price is a major concern, SWA/JB/AT is probably the way to go. If reserve seating is that important then only the later two & other major carriers are your cup of tea. We're not an airline for everyone but the customers who do fly us regularly do so for some pretty sound reasons (2nd largest domestic carrier behind DAL).

While I know Colleen & the folks at HHQ listen to everyone comment/complaint, they do respond favorably to constructive comments on suggestions of improvements for customer service. It's been visited before but feel free to bring it up again. Otherwise enjoy your travels & hopefully SWA will get the chance to prove ourselves to you again sometime. Cheers,

 

[General Lee]

"Were you in Russia? Or Iraq? Did you not have a choice of carriers?"----quote from above

Those really are stupid questions. Sometimes the only choices are Southwest and maybe one other carrier, or maybe Greyhound. Maybe this was his first experience with Southwest, and it didn't sound like a good one. He brought up some good points---like "If they already have paper tickets, then why can't they assign a seat?" That makes sense, and other LCC's are doing it right now. Yes, price is king right now---but you have to conform to your customers' needs. Overall, I have had good experiences with Southwest, and they have been very nice to me on the jumpseat (pre-9-11) and have given me seats in the back. Everytime I do ride on them---I do see differences with my own carrier---and sometimes question why they do certain things. But, overall they run a great airline, have nice and young people working the back, and have a consistant product---which some people love. I have not ridden on them for flights over 1 or 2 hours, so I do not know what it would be like to fly a transcon with them---like PVD--PHX or BWI--LAX. Most pax who need entertainment will bring their own DVD players or have gameboys---so that might not mean much. I do know that SONG will try to add different types of entertainment---live TV for Free, along with games, and pay-per view movies, along with your own CD choice list--giving you the ability to create 12 songs of your own to listen to. Eventually they will fly transcons, and maybe compete with SW---but at different airports--not BWI etc. If SONG's prices are close to SW's, it will be interesting to see who wins the customers over. Song's seat per mile costs will be coming down soon---thanks to some pay cuts from the Delta pilots---and then we will see.

Bye Bye---General Lee

 

[Heavy Set]

It's all about IMPROVING the product...

Chase,

My intention was to offer constructive advice to improve the Southwest product - I hate unassigned seats and the resulting "seat anxiety," and as a paying passenger I should be able to express my opinion.

Have you ever flown Jetblue? How about AirTran recently? You would know that Jetblue offers a much better customer experience. Leather seats, cool 24-channel live TV, big and wide bins in the Airbus and assigned seats that you can pick yourself on the Internet - very appealing product. Sure, most people fly Southwest for the cheap tickets. Most people also shop at Wal-Mart for the cheap beer and cases of fattening candy.

Given that Southwest has the existing infrastructure (a great website and paper confirmation tickets) and no plastic boarding passes any longer, the change to assigned seats should be a no-brainer. Do you like the fact that your airline is referred to as the "Cattle-Car" airline? I wouldn't. Make the change and the stigma disappears and passengers will be happy not to deal with "seat anxiety" again.

I flew Southwest this past weekend because my other choices were out of seats - I did not seek out Southwest. Yes, it helped that the tickets were not too expensive, but I looked elsewhere first because of past negative experiences. After this experience, I will absolutely avoid Southwest as a PAYING PASSENGER if at all possible until a change is made - no disrespect to the Southwest pilots on this forum.

Southwest is the only airline in the country with unassigned seats. That, in my mind, is a competitive DISADVANTAGE. Someone should look into it. I am offering constructive feedback - that is all.... Evolution is a good thing sometimes...

Cheers

 

[Sierra-Hotel]

Heavy Set,

Thanks for your constructive comments and I hope you do shoot off a email to Customer Relations as I know for fact that they LUV customer feeback. Saying that, you must realize that Southwest will not be all things to all people. I know alot of people (including me) that enjoy having to pick my own seat. I was a CSA and Ops Guy at WN for almost 3 years and I heard very little complaints on the open seating issue,and until it becomes that much of an issue....I really don't see them changing it. However I do hope you fly SWA again and let us try and make up for your previous flights!

General Lee,

When you address any topic that concerns JetBlue,Southwest,Airtran or any other LCC, you always seem to end your post with some kind of threat. That's really immature and not even about the topic at hand. But then again people who feel threatened make idle threats to make it seem that they are okay. I hope you find some peace in the future!

 

[General Lee]

Sierra Hotel,

Idle threats? My a$$. What are you talking about? You seem to think that all of the legacy carriers have no clue what they are doing, and that you are astride a mighty horse called Southwest. Gimme a break. Delta has had it's ups and it's downs, and right now they are in a funk. I was just stating my confidence that we will make the necessary changes to compete on your Low Fare level, and that we might have a product that customers will enjoy. You are the one that seems defensive---I just stated that I think it will be a good test of customer likes and dislikes. We shall see what happens, and in the mean time------relax!!! (And watch out for those lime green 757's----oh wait--there was another threat---oooops--Sierra Hotel was right!!!)

Bye Bye-----General Lee

 

[Tailwheel]

HeavySet:

Here is Herb Kelleher's business model that has led to over 30 years of continued and sustained profitability and the statistically safest airline in the world.....

"Southwest is a low fare, point to point, short-haul, high frequency, non-interlining, satellite operating, on-time, Customer-caring, fiscally conservative, simple airline" -HK

They also have the fewest customer complaints of ANY other airline.

What they are is what they are. Southwest will never be like "all the other airlines" so it's impossible to compare. In fact, they pride themselves on NOT being like the others!!!

Honestly, your complaints seem frivilious. You, of all people, being in the industry should know how Southwest operates. Besides, your lack of overhead space "heartache" could have happened anywhere.

Better luck next time.

 

[vx9.tc]

Forgive me if someone already mentioned the answer to the original question, but...
IMHO we board the way we do because the "cattle car" boarding process encourages a behavior that SWA desires. That is, people ready and willing to board when we say go, so they can get something they desire.
Now look at it from an assigned seat point of view. If I've got an assigned seat no problem, I take my time 30 mins prior to boarding getting another beer. Hit the bathroom then grab a paper and stroll on over to the boarding area. I don't really enjoy all the crowded aisles as people put there bags up so I wait for the final boarding call before making my way to the jetway. No hurry, I've got an assigned seat. This type of behavior may be a bit exaggerated to make a point. But, you've got to admit there is a different mindset with an assigned seat. I'm sure there are many other reasons for no assigned seats, but I believe this is the big daddy.

Now a few comments about the middle seats. They are definitely the most comfortable wrt seat cushions (least used). Look at the positive times you got a "good" middle seat, and forget the bad experiences. Sometimes I'll fly cross-country just to non-rev the BUR-LAS on Fridays and LAS-BUR on Sundays to experience some of the best middle seats we have to offer. Can anyone vouch for me here?

 

[N1atEcon]

seats again

Ok I know you will think my comments are biased because I work for SWA. I will give some examples of why I choose to fly on SWA in the past. Now granted some people do not like our boarding process. and since we live in a free country they have many choices i always chose SWA when i had a say in it here is why. I used to work for Executive Jet out of CMH. While i was there i heard countless (and i mean countless) stories of guys who said "if it wasn't for SWA getting me to work i would have to quit or move." I also heard countless stories of all the other majors whom wouldn't help out a fractional guy trying to get to work or get home. I never once had to use this gift but for those who did i know they said "thank god for the great pilots at SWA." So i tried to give a little back by requesting SW flights. Next, a few reasons why i flew on SWA. In CMH you have several choices of carriers to get home on. The majority of the time I flew home i had problem on other carriers . Twa would have weather in ST Loui. "im sorry sir but you missed your connection." United, Oh god that work action deal in 2000 was a mess. Cancelled flights ect. America WEST and the "mechanicals/now cancelled" yikes! US Air, lets see i got yelled at by a flight attendant for asking for a klenex. For her benefit I was in uniform and i think she thought i was jumpseating. ha ha Little did she know my ticket was bought that a.m. for $1129.00. Another FA did apologize for her rudness. NWA was actually pretty good and so was Delta. But to go LAS from CMH the SWA flights were always on time. As for middle seats. It's all odds. just like with assigned seating. You don't always get a window. Unless you plan way ahead and i dont. some folks love SWA some don't. Thank god we live in America and we can make our own choice.

 

[Heavy Set]

Do you refer to all paying PAX as frivilous?

I wonder what percentage of TOTAL COMPLAINTS relate to seating issues? Probably a high percentage... Everything else seems to work well - cheap fares, nice service, high frequency, etc. Why not try to fix one of the glowing problems (lack of assigned seats)? What, Southwest is incapable of change or too stuck in its ways? I don't think so... What about using industry best practices? Wouldn't that help Southwest's competitive position vs. the aggressive upstart LCCs that are winning passenger market share? Am I off base here?

Tailwheel,

People used to think that Eastern and Pan Am had great "models" too. I am less concerned about an airline's past as I am about its future... My complaints are not frivilous - as you suggest. My complaints echoed those of the business passengers behind me who were astonished that they had to SCRAMBLE for seats. Do you think they thought their concerns were frivilous? Do you cater to customers or do you stick to your old-school "my way or the highway" attitude? I know how Southwest operates - and I don't like ONE ASPECT - the unassigned seats...

Quit arguing the problem - just fix it. It is in Southwest's best interest to LISTEN to paying customers who might have more options in the future. Get it? I can't wait for AirTran, JetBlue, ATA or Song to bolster their West Coast presence so that low-fare passengers have more choices...

I am not trying to be threatening or disrespectful - I am trying to offer some good feedback that might IMPROVE Southwest's product offer... Southwest has proven that it can change for the better - now passengers no longer have to hang on to plastic boarding cards. Instead, regular paper tickets with large "A", "B" or "C" printed on them are issued - now just include a seat assignment and we will all be happier.....

Please don't waste time arguing - just fix it and continue your kick a$$ domination of the skies... I am just one of many (including the high-yield business passengers behind me) who would appreciate it...

Thanks