For over 50 years, Southwest Airlines maintained an open seating model, but research indicates 80% of customers and 86% of potential customers prefer assigned seating, prompting the change.
The move away from open seating aligns with extensive customer feedback indicating dissatisfaction with the chaotic boarding process and a desire for a more orderly experience.
Southwest's decision to assign seats is part of a comprehensive strategy to modernize the airline, enhance passenger experiences, and include features like premium seating and redeye flights.
The transformation marks a significant departure for Southwest Airlines, encapsulating a broader trend of airlines adapting to evolving customer needs and preferences in the airline industry.
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