Southwest Airlines does things very differently than its rivals.
That's a positive for customers who are happy to not pay for checked bags and to not have lots of extra costs tacked on for things that really should be included in the ticket price. The airline's customers, however, have mixed opinions on the airline's unique boarding system.
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Southwest Airlines (LUV) -) does not give passengers ticket assignments. People holding a ticket must check-in for their flight 24 hours before its departure time. When they do that, the airline assigns them a boarding group, A, B, or C, and a number one through 60.
The plane is then boarded by group (A is first) in numerical order. You can buy access to the A 1-15 spots a couple of different ways and, on most flights, you can pay for "Early Bird Check-In," which automatically checks you in before check-in opens to regular ticket holders.
Southwest offers family boarding for people traveling with young children after the A group boards. It also lets its A-List or higher loyalty members who do not have an A boarding group number board at that same time before the B group.
There's only one way to get on a Southwest plane before the A group, having a ticket marked "PBRD," which is short for pre-board. That creates problems for the airline, according to View From the Wing's Gary Leff, one of the world's top travel experts.
"This is largely on the honor system, and as we know most people lack honor," Leff said.
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Image source: Tim Boyle/Getty Images
The problem with Southwest's pre-boarding system
Leff's article shared a social media post from a Southwest Passenger, Anthony, who said he paid extra to board in the A 1-15 positions. Those positions go to people who buy a "Business Select" seat or who purchase an upgrade at the airport if any positions in that group remain available.
Southwest responded to that passenger by showing that its hands are tied when it comes to deciding which passengers qualify for pre-boarding.
Since many disabilities aren't visible, we're unable to question the validity of preboarding requests. We're sorry for any frustration caused today. (2/2) -Anthony
— Southwest Airlines (@SouthwestAir) October 15, 2023
Leff pointed out that there are some people who will take advantage of the airline's inability to have any sort of policy in this area.
"Some unscrupulous people request wheelchair assistance at the airport when they don’t need it, using their ‘injury’ for a whole bunch of benefits," he said.
People who board early get first pick of seats and access to overhead bins. The last people to board end up in middle seats and can sometimes be forced to gate check their bags.
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This problem is not unique to Southwest as preboarding has advantages on United Airlines (UAL) -) as well.
"It also gets around basic economy restrictions at United which are enforced by boarding group, netting a free carry-on bag," Leff shared.
Southwest Airlines could fix the process
Leff shared a number of social media posts of what's often referred to as the "Southwest Miracle," people needing a wheelchair to board, but not to get off. He also shared a potential solution suggesting that pre-boarders not be allowed to sit in certain seats, including the first few rows.
Southwest does not allow preboard passengers to sit in exit row seats, which generally have more legroom. Sitting in an exit row obligates a passenger to help in the event the plane needs to be evacuated in an emergency.
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In most cases, Southwest deboards its planes based on where people are sitting. Passengers in the front get off first, with the process moving in order to the back of the plane.
Passengers who need wheelchairs are generally some of the last off the plane as they wait for chairs to be brought down the jetway.
