Major transformations are on the horizon for Southwest Airlines, as the company reassesses its traditional open seating policy. At a recent employees’ discussion, the CEO of Southwest Airlines, Mr. Gary Kelly, disclosed that the company is re-evaluating its long-standing open seating process as it seeks to improve operational efficiency and passenger satisfaction.
Presently, Southwest Airlines stands out among other major carriers due to its unique open seating policy. Unlike other airlines that assign specific seating before boarding, Southwest allows passengers to choose their own seats once they’re in the aircraft, with boarding order determined by the time of check-in. Though this system has served as an integral part of the Southwest brand for decades, growing concerns about efficiency and customer satisfaction are prompting a re-evaluation.
Mr. Kelly’s announcement follows a period of introspection for the company, which, like many others globally, has been hit hard by the impact of the COVID-19 pandemic. The widespread travel restrictions and a sharp decrease in passenger numbers have led airlines worldwide to reevaluate their business models and seek innovative methods to boost efficiency and recover from their losses.
The open seating model served us well for the last 50 years, said Kelly, as he acknowledged the critical importance of this policy in shaping Southwest’s identity. However, he emphasized that it’s necessary to review and revise this model in order to ensure the prosperity of the company in the coming years. Now we’re in a different era and we should reconsider this strategy, Kelly added.
Southwest’s current open seating strategy isn’t simply a straightforward ‘first come, first serve’ system, but rather a complex process involving various check-in times, fares, and boarding groups that can lead to confusion among passengers. However, it is the signature practice of Southwest that differentiates it from its competitors. The move to abandon open seating would be historic and potentially risky as it might draw ire from loyal customers who have grown accustomed to this aspect of the Southwest experience.
Specific details about the switch from open seating to assigned seating have not been released yet. Nevertheless, it is clear that the change will aim to improve the boarding process, make it more efficient, and therefore enhance the overall air travel experience. Evidently, the benefits of assigned seating, including minimizing congestion during boarding process, allowing families to sit together, and perhaps even reducing passenger stress, are the driving force behind the tabled changes.
Whilst the decision to alter its seating policy is a significant one, it’s not the first time Southwest has considered such a move. Back in 2017, the airline ran a limited test of assigned seating but decided not to implement it after receiving a mixed response from the customers.
Altogether, the potential changes reflect Southwest Airlines’ commitment to modernizing and maximizing customer satisfaction. As the industry evolves, so too must the airline. Mr. Kelly and his team certainly understand this, dedicating themselves to maintaining Southwest’s position as a competitive carrier in the rapidly changing world of aviation.