Southwest Airlines Boarding; A Blast from the Past

Southwest Airlines has again proven that running an airline – at least from a customer’s perspective – doesn’t need to simply fluctuate between chaos and more chaos.

On the way back from the Blog World Expo conference in Las Vegas last week, I had a chance to try out the airline’s new passenger boarding system. I’d give it 9 out of a possible 10 points.

In the recent past, the trick was to check in early online to be selected for the “A” team – the first 50 seats.

Problem was you’d still need to line up early at the airport gate since seating in the “A,” “B,” or “C” group was first come first serve. If you checked in late online and showed up within 15 minutes of boarding time, a “B” passenger could easily wind up in a middle seat.

Unfortunately, the Southwest system airline used until last week also meant either standing in line at the gate for half and hour, or sitting on the floor, something that turned my wife off to the carrier from day one.

Boarding 2007

Now things have changed. Passengers still check in online for an A, B or C pass, but now the computer adds a number at check-in. If I’m “A 21,” for instance, I don’t need to stand in line any longer.

Until boarding time the other day, everyone in Vegas sat – in chairs mind you – reading or talking, not sitting on a hard floor.

Near departure time, we all found our way to the proper line in groups of 25 for a few minutes wait and sequenced ourselves just fine.

We all boarded with no fuss although a few Southwest employees told me some customers were miffed at the change.

For those of you wondering, yes … this numbering system is an electronic version of what Southwest used a decade ago when the first people at the gate received plastic cards with their boarding sequence.

Nice to see an airline realize that maybe simply tweaking an old system is better than trying to reinvent the wheel.

Now, if I could just get Southwest to send me an e-mail 24 hours in advance of departure time to remind me to check in.

So why only a 9 out of 10, despite how much I say I love Southwest?

Every company – even Southwest has room to improve.

I remember when they only gave out peanuts. Now it’s nuts and snack boxes.

Next thing you know these folks are going to be serving food!

Technorati tags: Southwest airlines, airline travel, Blog World Expo