I’ve lived and breathed Southwest Airlines for years—their Denver-to-Austin route makes up about 80% of my travel—so I’ll admit I was skeptical heading into their new reserved seating system. After seeing so much negativity on social media, I wasn’t sure what to expect, but my first experience last week offered a much more balanced reality.
The Boarding Experience
As an A-List Preferred flyer (a benefit from work and a lot of traveling), the transition felt relatively smooth. I noticed a few key shifts in the atmosphere:
- Reduced Stress: While boarding didn’t necessarily feel faster, it felt significantly less frantic. People seemed calmer knowing exactly where they were headed.
- Bin Space: On my flight out of Denver (Seat 10D), I had no trouble with overhead space. On the return from Austin (Seat 5D), the bins near the front filled up quickly, but there was still room nearby. The gate agents were proactive about asking for volunteers to check bags, but the approach was professional rather than high-pressure or rude.
- Flexibility: Even with assigned seats, the “Southwest spirit” seems intact. I saw a group of teenagers swap seats to sit together once we reached altitude; since it didn’t displace anyone, the crew and passengers handled it with total ease.
Service and Value
The “human” element of the airline remains its strongest suit. On both legs, the flight attendants were genuinely helpful, and the pilots kept us well-informed—even during a 30-minute taxi delay in Austin due to tower issues.
It’s true that Southwest has evolved; prices have crept up and credit policies have tightened. However, as long as the information is transparent and the service remains this consistent, they’ve kept my loyalty. It’s a different experience than it used to be, but for this frequent flyer, it’s a change that actually feels more relaxed.