Southwest Airlines is adjusting its new assigned seating policy after feedback from some of its most frequent customers about overhead bin space and restrictions on switching seats.
The Dallas-based carrier began using assigned seating across its network at the end of January, replacing its longtime open-seating model. Company executives had predicted customers would welcome the added certainty of knowing their seat assignments before boarding.
But some A-List Preferred members — the airline’s top-tier frequent fliers — have raised concerns in recent weeks. Among the complaints: passengers often must stow carry-on bags in overhead bins far from their assigned seats, and the new system limits their ability to change seats once on board.
In a letter to A-List Preferred members, the airline said it is “refining the experience” in response to feedback.
Southwest said it will adjust how boarding groups are assigned in an effort to improve the availability of overhead bin space near passengers’ seats. The company also said it is upgrading aircraft cabins with larger overhead bins to help accommodate more carry-on luggage.
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