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Southwest Airlines said Thursday that it plans to drop the open-boarding system it has used for more than 50 years and will start assigning passengers to seats, just like all the other big airlines.
The airline said it has been studying seating options, running tests and surveying customers. Southwest discovered that preferences have changed over the years and the vast majority of travelers now want to know where they are sitting before they get to the airport.
Southwest’s unusual boarding process started as a fast way to load passengers and limit the time that planes and crews spend sitting idly on the ground, not making money. It helped the airline operate more efficiently and even squeeze a few more flights into the daily schedule.
It was one reason that Southwest alone among U.S. airlines remained profitable every year until the coronavirus pandemic.
Here’s how it works: Instead of being assigned a seat when they buy a ticket, Southwest customers check in exactly 24 hours before departure to secure their spots in boarding lines. In the beginning, the first 30 to check in were put in the coveted “A” boarding group, guaranteeing them a window or aisle seat. Dawdlers landed in “B,” which was still OK, or “C,” which would often result in a middle seat.
The system became less democratic over time as Southwest let people pay extra to guarantee a spot near the front of the line. Despite that, many Southwest loyalists still love open seating. The airline thinks they will adapt.
“I know there are going to be customers who say, ‘I want to stay with open seating.’ It’s a minority,” Southwest CEO Robert Jordan told CNBC, “but we had the same thing when we switched from plastic boarding passes. We had the same thing when we took peanuts out of the cabin. I’m convinced we can win them over.”
The airline said surveys showed that 80% of its customers—and 86% of “potential” customers—want an assigned seat. Jordan said open seating was the top reason that travelers cited for choosing another airline over Southwest.
In addition to the seating switch, Southwest also plans to sell premium seating with more legroom–matching a practice that is standard among other large U.S. carriers–and to offer redeye flights for the first time.
Southwest said redeyes will start flying in mid-February on nonstop routes including Las Vegas to Baltimore and Orlando; Los Angeles to Baltimore and Nashville; and Phoenix to Baltimore, with more routes added over time.
The changes come as Southwest is under pressure from Elliott Investment Management. The hedge fund argues that the airline lags rivals in financial performance and has failed to change with the times. It wants to replace Jordan and Chairman Gary Kelly.
Southwest also faces increased scrutiny from the Federal Aviation Administration after a series of worrisome flights, including one that dove within 400 feet of the ocean off Hawaii, two that flew at extremely low altitudes while still miles from landing at airports in Oklahoma and Florida, and another that was discovered to have rudder-area damage after an unusual “Dutch roll” wiggle during a flight.
Southwest announced the seating move and other changes on the same day that both it and American Airlines reported a steep drop in second-quarter profit despite higher revenue.
Airlines are struggling with higher costs and reduced pricing power, especially on flights within the United States, as the industry adds flights faster than the growth in travel demand.
Southwest, based in Dallas, said its second-quarter profit fell 46% from a year earlier, to $367 million, as higher costs for labor, fuel and other expenses outstripped an increase in revenue. The results met Wall Street expectations.
American Airlines also reported a 46% drop in profit, to $717 million, and said it would break even in the third quarter—well below Wall Street expectations of 48 cents per share profit in the July-through-September period.
American “did not perform to our initial expectations” because of a since-abandoned sales strategy and an oversupply of domestic flights, CEO Robert Isom said. He said the airline was responding with a strategy that boosts profits and “makes it easy for customers to do business with American.”
American cut its forecast of full-year earnings to between 70 cents and $1.30 per share, down from a previous prediction of $2.25 to $3.25 per share.
Shares of the leading U.S. airlines rose after the opening bell Thursday. Southwest Airlines Co. gained 3% and American Airlines Group Inc., based in Fort Worth, Texas, rose 5% in late-morning trading. Delta, United, Alaska and JetBlue also gained.
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Don’t feel sorry for any of these airlines. They each gave flight attendants and pilots over the top raises that were far beyond necessary. Now they will either expect the customer to foot the bill for that or want a bailout from the government. No thanks! I will miss the Southwest method of boarding. It had everyone up, organized, and ready to go instead of the hour long boarding process by the legacy carriers–people in all different boarding groups standing there, crowding, and blocking the currently called group to board.
What precisely is an “over the top raise that is far beyond necessary?” Ever known a flight attendant or an airline pilot? Flight attendant seems like a glamourous job, and that’s how it was always promoted. But it can be a really lousy job. You deal with idiot passengers (especially since COVID), drunks, you only got paid when in the air and not when sitting on the ground. The airlines were having trouble staffing. How much do you pay as an employer when you can’t get the staff to keep your product (in this case airplanes in the air) going? What ever it takes, or you shut down the business.
Personally, I stopped flying Southwest because of the boarding process. I usually travel on business. I’m 6’3″. I don’t usually have the two hours to wait around a gate to get the boarding pass that allows me to get the seat I want. I often ended up in middle seats, towards the back. With the screaming babies and bratty kids. I gave it up, and fly with airlines that promise me a seat in advance, and often upgrade. Might cost a bit more, but I arrive at my destination ready to do business, and not worn out from the travel…
@Tim S. Pilots got 30% and Flight attendants got an immediate raise of over 17%…that is over the top in my book.
“As far as I am concerned, companies that participate in negotiated labor market corrections can rot.”
lol imagine being so angry at the world.
the airlines will be fine.
Enjoy driving, Gary!
I am sure as heck not going to blame flight attendants or pilots for negotiating fair compensation.
At least their jobs cannot be outsourced. I know people like you wish their functions could be performed for $1 an hour by some 12–year old child in Bangladesh just so you could save a few dollars on a plane ticket. No thank you, I am happy to pay to ensure American workers get a living wage.
Blah, I loved open seating. No sitting down and then getting back up (up to two times) to let other passengers in and adjust their luggage. It was pick a seat, sit down, let’s go.
Unless you were buying first class seats this was an excellent boarding process
I fly with them a lot and loved the current process just like the previous comments. I’m puzzled because SW is saying 80% of their customers would rather buy a seat so I guess it’s only the 20% that are on here making comments. Being sarcastic here because I’ve only met a few people who didn’t like the current process making me question their survey percentages. I don’t think they’re lying. I just think maybe they weren’t asking the correct questions to determine customer preferences. I won’t like the new system and costs probably, but we’ll see. I’ll give it a chance.
Boo, I like the open seating as well.
As someone who is 6’6″, I am happy for this change. Not happy about longer boarding times, but it is what it is.
Big mistake. I doubt they surveyed their most loyal A-list flyers to come to this conclusion. What’s next? The robber baron hedge fund guys at Elliott want them to charge for luggage too. Another company the hedge fund guys will bleed and destroy.
Probably less about the boarding process and more about an opportunity to charge more per seat for extra room, aisle seat, etc., just like the other larger airlines. How long until they charge for bags like everyone else?