Southwest Airlines has been under pressure to boost its bottom line, leading to significant changes in its policies and procedures. The airline announced the end of open seating in 2024 and introduced fees for checked bags after maintaining a “bags fly free” policy long after other carriers had started charging. Many passengers are now feeling the effects, including a lack of available overhead bins, young children being assigned seats away from parents, and massive amounts of carry-ons slowing down boarding.
However, not all passengers are in mourning for the old Southwest Airlines. Some have welcomed the introduction of a seat assignment and boarding system similar to other airlines. The airline claims that research showed more people would fly Southwest if it offered assigned seats. But many others think the changes have made the airline less desirable.
Travelers have taken to social media to express their frustration with the new policies, with some even invoking the example of Cracker Barrel, which rebranded after its attempt at change was met with resistance. Others believe that by going back on its original policy, Southwest could win fans back.
Despite concerns about the changes, Southwest claims it is working to address pain points and refine its experience. However, analysts are divided on whether the airline should stick with its new policies or revert to its old ones.
Henry Harteveldt, a travel industry analyst, believes that assigning seats makes Southwest more appealing for “brand-neutral travelers,” but he would like to see the airline drop checked bag fees to give it a competitive advantage. On the other hand, Kyle Potter, executive editor of Thrifty Traveler, thinks the genie is out of the bottle and that Southwest won’t change course despite its recent financial struggles.
Overall, passengers are divided on the new policies, with some embracing the changes while others mourn the loss of the old Southwest Airlines. As the airline continues to refine its experience, it remains to be seen whether it will find a way to balance its desire for profits with the needs and preferences of its customers.
Source: https://www.washingtonpost.com/travel/2026/02/15/southwest-new-seating-policy-anger