The airline got rid of its open seating policy this year.
After five decades of open seating, Dallas-based Southwest Airlines switched to assigned seating in January. The recent shift has not endeared the brand to passengers; instead, it has had the opposite effect. Customers are complaining about the lack of overhead bin space, families being separated, and non-priority passengers cutting in line.
Until this year, Southwest was the only U.S. airline to allow people to choose their seats on a first-come, first-served basis. On top of that, it checked two pieces of luggage for free. Those perks are now gone with the brand overhaul. Travelers must pay a fee for priority boarding and to check their bags—just like other airlines. Since announcing these changes, customers have split into two groups: those celebrating what they expect to be a less chaotic boarding process, and those lamenting the loss of a key airline differentiator.
Even as some passengers are willing to pay more to select seats, the end of open seating is a loss keenly felt. On social media, frustrated customers say they can’t find overhead bin space at their assigned seats, and families can’t sit together without paying extra.
On a Southwest flight for work and it’s actually awful. New process is terrible. I’m in row four. Boarding group 5, no overhead bin space until rows 20. Actually insane. @SouthwestAir
— FIRE STRICKLIN (@gator_hbc) February 10, 2026
These are self-inflicted wounds. In 2024, checked bags brought U.S. airlines $7 billion in revenue, and Southwest wants a share. In the past, the airline generously offered two free checked bags. Without this advantage, passengers are more likely to carry all their luggage on board, as seen in recent photos. This shift risks making boarding less efficient.
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Yet Southwest maintains the changes are for customers’ benefit, saying bundles provide more options. It now offers eight boarding groups depending on tier status, fare type, and seat location. Those paying extra for legroom or preferred seating board first, and the top tier still gets free checked luggage.
While customers may need time to adapt to the new policies, the airline has noticed mounting complaints. In an email to customers, Tony Roach, chief customer and brand officer, said Southwest is working to make boarding smoother. The airline is also increasing overhead bin capacity by 50% on 70% of its planes by year-end, and adding signage to reserve space for extra legroom passengers.
Related: Dear Southwest Airlines: Please Don’t Get Rid of Your Open Seating Policy! I Beg You!
New Horizons
Southwest has made several policy changes in the past year. In addition to ending open seating and charging for checked bags, the airline restricted lithium batteries in mobility devices and tightened refunds for extra seats that had benefited plus-size travelers. The new boarding process also now requires wheelchair users or those needing assistance to self-identify at the gate; they previously received automatic pre-board passes.
The skies have been turbulent for the airline in recent years. Southwest suffered a meltdown over Christmas 2022 due to outdated technology, drawing criticism from customers and a fine from the Department of Transportation. In 2024, Elliott Investment bought a significant stake in the airline and started pushing for changes. Southwest complied, losing its competitive edge. Without free bags and open seating, the airline now resembles other carriers, but without the premium benefits of lounges or services that legacy airlines offer.
As a result, Southwest has lost favor with many loyal customers for altering its course in pursuit of profits.
Related: What Happened to Southwest Airlines? A Deep Dive Into Its Decline
