Southwest Airlines has received so much criticism for its new assigned seating policy that company executives issued a statement on the issue. More than a month after ditching its beloved open seating arrangement, passengers are wondering what’s left to make Southwest an attractive choice.
If it were like any other airline, they would take their business elsewhere.
Southwest VP responds to backlash
On January 27, a month after Southwest eliminated open seating, Executive Vice President and Chief Customer and Brand Officer Tony Roach revealed how passengers were reacting to the change.
“The feedback we’ve received as we transition from open seating to designated seating has been invaluable,” he reportedly said. dallas morning news.
“We have made several improvements and will continue to refine the experience to reward your loyalty while delivering the best operational reliability and hospitality in the industry.”
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To address complaints about the seats, the company will “improve overhead bin availability near seats” and increase luggage capacity.
Obviously having to store carry-on bags away from your seat is another complaint, but it’s just one of many, as Southwest has stripped away everything customers used to love.
On the same day that open seating is canceled, plus-size passengers will also lose reimbursement if they must book additional seats. In 2025, the airline eliminated the benefit of two free checked bags.
Complaints about children being separated from their parents also increased, sparking a wave of discussion in February.
Is Southwest extorting customers?
One Reddit user even called the new policy a “racket” after finding an empty seat while upgrading his daughter’s ticket.
“It said there were no seats available and she was waiting and might need to take a later flight (the next day),” they claimed.
“So I checked the ‘upgrade seat’ option and sure enough, there were literally dozens of empty seats for sale on her flight.”
Southwest Airlines said in an email to the Daily Dot that it is keeping these empty seats for a reason and suggested that the situation described in the Reddit post was an “isolated” issue.
“We reserve a small number of seats on each flight to accommodate operational needs, such as for passengers with disabilities,” a representative explained. “As we roll out reserved seating, the last 12 passengers who check in with base fares will be placed on the waitlist for the full flight only.”
“They do have confirmed seats and will not be bumped to the next flight. We are working with our booking provider to resolve the issues our customers are seeing.”
“You lost me as a customer”
Despite Southwest’s efforts, social media commentary on the recent policy changes has been poor. Passengers used to choose Southwest to take advantage of these perks, but customers say now they are just like other airlines, just with poorer WiFi.
@AirBement14 said on
“I’ve never had such an inefficient boarding experience with @SouthwestAir in my life (I’ve been a loyal Southwest flyer for over 30 years),” @tyty_nuggets wrote. “Returning to open seating is a nightmare. Private equity ruins all good things.”
“On my fifth @SouthwestAir flight since this confusing new seat plan – OMG have they crushed the spirit and ease of this airline or something. Please God, someone, UNO turn this around. Soon,” implored @stillastar.
Roach’s statement may have something to do with all the posts about changing airlines.
“You lost me as a customer,” @joeymush tweeted at Southwest Airlines. “I’ll try to avoid you now.”
Even customers who signed up for loyalty programs now say they stay only for the protected benefits but fear those benefits will soon dry up.
“Will I continue to fly them? Yes. But not out of loyalty. Out of lockdown,” @bockius said. “My identity still protects me. My luggage is still free. I get to choose my seat. The companion pass is valid.”
“Get rid of those? I’ll leave tomorrow. Cheapest, fastest. Done.”
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