Southwest Airlines' Unique Boarding Process Explained

Anyone remember AirCal? (Founded in 1967 and bought by AA in 1987.) It had no seat assignments. There was no formalized boarding process. Just come on up. Southwest gave organization to the model . . . and monetized it.

Leff gets on the plane and throws his coat, briefcase, and shoes on seats around him to save them. He has no problem with it.

Just don’t expect to get a front seat on a wintertime flight to Florida, even if you are A1. The 20+ wheelchair passengers plus their spouse and entourage all board before you.

Southwest's Boarding is wonderful except for the pre boards at times. Many need a wheelchair to get on the plane. They then take the front preferred seats. However, by some miracle their maladies are cured by the time the plane lands. Many often run off the plane. Southwest has tried to control this issue, but to no avail. It is maddening to see people game the system, yet that is the price for "cheap" flights.

That sounds annoying as hell. I'd rather find a different carrier and pick where I wanted to be.

I thought that Southwest tried very hard to avoid taking any sort of official position on whether saving seats was permissible. Did that change at some point?

I think the previous versions of their boarding process were much more cattle call. Previously you didn't have an exact number just a letter and it got pretty chaotic. I don't hate the new process, don't love it. With all airlines not having change fees I don't fly Southwest much (ever) because they are generally quite a bit more expensive, at least out of Seattle) and I can't use their program for aspirational flights...

In my opinion, I feel that Southwest’s new boarding policy for families is discriminatory and unfair to all of us. Why are elderly or those without children being punished or treated as less important? If families want to sit together, they can book on an airline with assigned seats. I am offended by this discriminatory plan.

They don't have an official position on it. Flight attendants are basically left to enforce or not as they see fit. Most stay out of it. I've found it frustrating when boarding with a high A boarding card and find somebody planted in the exit row saying the other seats are reserved (for people who got on with C positions). Flight attendant just stood there and shrugged his shoulders.

The boarding process is consistently orderly because there's such a focus on exactly where you are in line. With the other airlines you just have a general boarding group, and the gate agents are hit or miss if they actually enforce someone trying to sneak through with an earlier group. Because everyone knows exactly where they need to be, it puts the onus on the gate agent AND the passengers to call out cheaters.

Personally, I love this system, and would like to see a variant implemented with assigned seats. Ideally this would be with front and back boarding, where Group A1-16 would be First Class, and then A17-A60 would be the seats immediately behind First and would board through the back of the plane which allows people to board quickly (because the line isn't halting every time someone is putting their bag up because the person in front of you in line is in front of you on the plane).

I had A1 once and got on board and tried to take the bulkhead window to be told by the flight attendant that they were reserving the first 4 rows for those needing assistance and I needed to sit further aft.

I think Southwest is well intentioned with the boarding process and it is actually relatively organized and works quickly... from the gate perspective. The Ops agent boarding the flights tends to be more apt to toe the line as far as rules go and doesn't seem to have an issue saying No from my observations. But they leave way too much open to interpretation after that point. The crews have free reign to handle it however they want once on board.

I will say I do really like the Southwest ground experience but I generally dislike the onboard experience. Airplanes that aren't really clean, crews making up their own rules, the annoying drink service process, etc.

Same goes for you Carol, if you want an assigned seat, you can book another airline. Families are the bread and butter of Southwest. This is one of the main reasons (along with the companion pass, and free checked baggage) that my family flies southwest. When it is just me, I just check in 24 hours early, and I have never had to worry about not getting an Aisle seat or Window.

I know someone that doesn't want to board first. He wants to choose his seatmate, choosing someone who is not obese.

It’s very annoying for a tall person to find a short person sitting in the exit seats, knowing that the tall person needs legroom. I blame the airlines for this.

Boarding Process??
With over 1700 cancellations today alone , boarding isnt anyone's focus if they are flying southwest!

What happens if you are late to the gate and boarding has already started? if you are A20 and they are lining up people for group B already ? Do you just go and stand in front of passenger B1?

I stopped reading Skytrax reviews because of non-stop comments about like "my husband is 6'5 and the economy seat was very cramped. We were not offered an exit row or an upgrade at check-in. Disgusting."

If you want the seats with leg room, you gotta pay the money to board first.

I totally agree with southwest's boarding progress to a point more and more people are using wheelchairs and hopefully rightfully to get pre-boarding so even if you upgrade to A1, you could still be in row 5 which is no big deal but when you sit back and watch you see abuse of the system that's what aggravates me. Anyhow it's still my airline been flying on them for 30 years and still here to talk about it!

Couple of new thoughts to add to this thread. (Full disclosure -- I'm one of those who luv the Southwest boarding process).
First SW has many continuing flights where the plane arrives, many but not all passengers disembark, and others stay on to a following stop. If you've flown Southwest and continuing on, you know the routine. Stay in your seat until the crew completes the count of through passengers, then you are free to change seats. Guess which seats become the favorites at that point. So if you are boarding a through flight, the A1-A15 passengers may not find their preferred seats up front.
Something else that SW does to make the boarding process more efficient is to offer two free checked bags. That really reduces the blockages in the aisle as passengers as less likely to be stuffing oversize luggage into the overhead.

I blame your parents.

The only negative with this process, there are heaps of people that pretend to be disabled and get on before others without paying the extra price to get early boarding. And they get off the plane first as well. I have seen many miracles were people that use canes, fold them up and can walk faster than I can getting to baggage area. I have seen people use wheelchairs to get on the plane that are totally cured and can walk on their own getting off the plane. I have written to Southwest about this situation on several occasions, but of course, they cannot ask you to prove you are disabled, and can't force you to stay on the plane until others disembark.

Yes. You get to cut the line if your boarding group has already gone just like the other airlines.

But on the clown car with wings that is WN, you don’t have that option.

I would not say "love it or hate it", but Southwest boarding system is better than the mob scene 15 minutes before boarding on any other airline - domestic or international.

SW airlines has become the bus station and buses for the U.S. I'd rather drive my own vehicle. I recently flew from Nashville to Heathrow on British Air and almost believed I was flying Southwest.

The real issue for the unorganized boarding processing is caused by the outdated terminal structure. Meaning is are no waiting area for lines to be formed prior to each boarding to be called. If you look at big hubs in Asia , you will find huge empty space for each class to wait in line. Good examples (from my memories): HKG, HND, NRT.

Am I imagining it, or is Ben's previously fractured bromance with AmericanAirlines now back on the rails, and his ire is now focussed on SouthWest's deficiencies?

Perhaps there is a bit of both that could be good. The Southwest boarding procedure with an assigned seat. Regarding the comments about people not really being disabled, why can't they require proof? This reminds me of the service animals where airlines finally had to implement and enforce stricter rules due to people taking advantage of the system.

Very true.

That's the real issue. The flight attendants not enforcing the rules. So people get away with doing what they are not supposed to do and then will continue to do so.

I don't like it my husband was in B group with a low number and I was in C group last person to board the plane I was lucky that I still got to sit with him other wise I would of been pissed

Linda, wheelchairs are used largely for the airline's convenience. I hope you do nor begrude the truly disabled that facility.
There are also many who need assistance as they are unable to walk long distances through terminals with luggage who are eligible for assistance. The airlines one-size-fits-all solution is to put all these passengers into a wheelchair and deliver them to the boarging gate, or perhaps to the door of the aircraft. After that 99% are on their own. Crew (except in the US) will help with stowage of hand luggage.
So the idea is to minimise the time it takes an employee to get a passenger from point A to B to fulfil their legal obligation; nothing more.
Oh, and consider that that person in the wheelchair would give anything to be ablebodied enough to be able to breeze through without anyone's help.
I think something like 99% need the assistance, contrary to what you seem to think.

I do and here’s a piece of trivia for you. Haven’t tested it recently but a few years ago I tried calling 800-4-AIRCAL and it was still a working number at AA. Somebody from group reservations answered.

The big problem with this system is that it punishes people who have difficulty checking in online or who have a delayed connecting flight. So if your flight doesn't let you check in online for some reason and you have to wait until you are at the airport, you are at the end of the queue. And if you are connecting, and your connecting flight is delayed, even if you paid for priority boarding, you don't get any benefit because if you aren't there in time, you can't get a decent seat choice.

The boarding process is actually to turn around and go back home because your flight is cancelled.

Trust me - it is as annoying as hell. And this - and the lack of assigned seats - are two of the main reasons why I avoid WN like the plague.

I have tried it and hate it. If it was so great other airlines would have adopted it.
I have no issues queueing up in a particular spot but it's always chaos I'm onboard as everyone tries to save seats and bend the rules. It is so much easier when a computer does the assignments for you.

The $30. (one-way) early-bird check-in is a terrible scam by Southwest. It is an all or nothing proposition. What I mean by this is no matter what happens Southwest steals your money even if they do not provide the service you think your buying. Case in point say you've purchased a ticket with automatic check-in if that flight changes for any reason you lose your status for early check-in and must pay again. Under no circumstances will your $30 be refunded or applied to another flight. I said never again fly Southworst when the airline changed my flight and refused to honor my early-bird status on the new flight they had changed. I was told sorry we're keeping that money your welcome to pay us again if you want early-bird check-in. This is nothing short of stealing.

Ive only flown Southwest once because a company was flying me out for a conference. I absolutely hated the entire experience and will never willingly fly them again, its just not for me.

Happy for those that are loyal and love flying Southwest but its a no from me dawg.

Also some people have clotting issues and need specific aisle seats so they can move their legs while being seated. After the flight they need to stand and move to keep from getting blood clots. You can’t see all disabilities from the outside.

I am not young. I have had to sit on the floor or on my suitcase in line to have a chance of getting a decent seat. I travel alone. It would be even a worse problem if I was traveling with others. Crazy system meant for agressive youngsters.

Those who have priority boarding (wheelchair etc.) should not be allowed to sit in the 1sr row (bulkhead) thus allowing those traveling business select to sit there if desired.

Agree with other commenters: my preference is to select a seat in advance. Don’t have the time to go online 24 hours in advance to get a boarding position. I’ve paid for the position, then have to deal with all the games people play to block seats with their sweaters, saving for friends, etc. For long flights, I go business class, and there’s no similar option on SW.

Other airlines want some SW customers, so they created Basic Economy. With my status, I wouldn’t loose much with BE, except I’d get fewer points. The whole “point” of the loyalty point system is to lure you into doing something you wouldn’t do otherwise, such as take one airline over another, use a different credit card, reserve a car or hotel through a certain website, or just fly to top off your status. And, I’ll admit that it works on me, so I don’t fly Southwest or Basic Economy and I stick with preferred airlines to earn status, and occasionally take mileage runs. Perhaps I’m a pawn doing my master’s bidding, but I’m happy and I get the seat that I want. Hey American, you’ve been dangling Concierge Key in front of me for too long, just tell me what to do. Your wish is my command.

It's a trip how people act like WN's boarding process is rocket science. You have a letter and a number. Is your letter or number called? Get up and stand at the clearly-marked posts and signs. It wasn't called? Just stay seated.

Literally the only difference between this and other carriers (and I'm a TOTAL AvGeek) is that there's no assigned seating. Never have I seen a confrontation ensue. But I'm also aware that the general public even can't read maps...

Are you joking Tom? Do you know how difficult it is for we disabled people to even get dressed, go to and through the airport and hopefully arrive at our destination for medical care? Be happy you have the privilege of having the ability to work and travel freely. We hope this never happens to you. You must be a narcissistic sociopath. We feel sorry for your family to be afflicted with such a selfish person in their lives. Shame on you.

Hate the seating process. We switching to Delta. Too many wheelchairs checking in and abusing the process. And if you get on a bus to the plane, this order is A COMPLETE FAILURE. IE...CABO

The wheelchair issue is out of control! People are falsely claiming a need for the wheelchair or they put one disabled family member in the chair and the rest of the family is allowed to board with them. This is so very wrong. I pay extra every trip even though I could legally claim a medical pre-board. To have one wheelchair passenger and the rest of the family group board ahead at no extra cost is WRONG! Southwest must correct this situation immediately!!!

@Linda: wheelchair users can be ambulatory. That means they may be able to walk short distances. This doesn’t mean they don’t need a wheelchair. Unfortunately we don’t do Angela great job on educating about disabilities in the US.

How much is the extra price to get early seating?

$15-$25 depending on the length of the flight,l flew from Pitt-Houston and paid $25 for early board seating.

What a bullshit system. I had two passengers on the same ticket, and though I checked in together, they gave us different positions. How is this even justified. Same ticket, same reservation, checked in together and yet separated willfully for some unknown reason. Pretty insensitive and brutal. All I can say is I am shocked and disgusted.