Southwest Airlines announced the end to its open seating policy, which may cause some stress for passengers.
Nguyen’s husband drops her and the kids off curbside at Dallas Love Field to get ready to board theirflight. She’ll check the kids in for the flight while he parks the car and brings out any heavy luggage. The ease of flying together as a family and the cheap airfares for six people have kept the Prosper-based family loyal Southwest customers for over 10 years, even before they had kids, she said.
Bacon, 40, has three children with special needs. Because Bacon’s children needed to travel to Houston from their home in Midland for doctor appointments, Southwest has provided cheaper airfares and frequent flight times for the four of them to get where they need to be.She’s been flying with Southwest since she was a child and has remained a loyal customer of the airline.
“If you’re a busy family and you don’t hit the check-in window right on the nose, that causes anxiety,” Greene said. “This is a way to solve a lot of those friction points the current open seating process has introduced.”Marbue Brown, an airline customer experience analyst, called it a “monumental” change for the airline. Brown is the founder of“The environment we’re in now is not the same as it used to be 50 years ago when they put this policy in place,” Brown said.
Bacon said she hopes Southwest will work out those details and communicate with families on how the policy will work. She hopes this won’t change the happy memories she’s made over the years with the airline, like the time a Southwest gate agent allowed her daughter to sing “Happy Birthday” to her over the PA system at Midland International Airport or friendly pilots allowing her children in the cockpit.
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