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June 07, 2006
Southwest gets an "A" for blogging about seat controversy
Websites to help travelers secure a coveted "A" boarding pass on Southwest Airlines have floated into existence, and the Wall Street Journal says today the company is sending them cease-and-desist letters.
The barnacle websites charge $5.95 per flight to automatically log into your Southwest.com account at the moment boarding passes become available and secure you into Group A. (Southwest's no-assigned-seats policy divides passengers into A, B and C boarding groups on a first-come, first-served basis.)
Southwest contends the existence of third-party firms creates an unfair advantage among regular-joe customers vying for seats, and customers employing the firms violate the terms of use of their tickets. It's an interesting free-market issue, and debate is likely to be contentious.
Glad to see that Southwest won't be cluelessy absent from the discussion. On the company's blog, Interactive Marketing Manager Jill Howard Allen explains the company's rationale for its fight. (She should mention the WSJ story, though.)
The WSJ article also surfaces an oldie-but-goodie pet peeve: Reporter omniscience. "Many fliers hate the carrier's boarding process," reporters Ron Lieber and Susan Warren write. What's "many?" Where's the supporting data? Comments on Southwest's blog suggest otherwise. C'mon, Journal. You're better than that.
Nonetheless, I'll take Southwest's simple and fast-moving boarding process over the complicated and long first-boarding systems of Platinum Premier, Silver Premier, Gold Premier, and regular Premier any day.
Other blogs that reference Southwest gets an "A" for blogging about seat controversy:
» Southwest takes on seating controversy from BKM Blog
Kudos again to the Southwest the Southwest Airlines blog. On the same day the Wall Street Journal article appeared about the cease and desist letters they are sending out to companies which help customers secure A boarding seats, they post [Read More]
I think comments on the SWA site support their boarding policy because only people who fly SWA go to their blog. I avoid them like the plague, BECAUSE they don't have seat assignments. And because their service is so-so. And they're late alot on the route I fly. And their price is usually more than the other airline. I could go on.
How does someone know whether they like or don't like SWA's boarding process if they don't fly SWA ("avoid them like the plague")?
With assigned seating, you basically get first come/first served based on when you buy your ticket. With SWA, you get first come/first served based on when you get your boarding pass.
Both systems board in groups, but SWA's way is usually faster, which is part of the reason their fares remain low. Doesn't seem like that big a deal to me.
I, too, will take SW and their quick, simple, efficient boarding policy over any other airlines. My flights are always on time, the service is always excellent, and their price is always the best. That is why the Wright amendment needs to be repealed - this coming from a Dallas frequent flier. I would rather be a "C" boarding pass on Southwest flying out of Love Field, than to pay more to fly the inneficient AA out of the inneficient DFW airport
Thanks Jackie for referencing our blog again. We know that both the Boardfirst and seating policy issues are sensitive and strike a chord with Customers and non-Customers. This is the first time we have broached a truly sensitive subject head-on with the blog and we are appreciative of the feedback - both good and bad...afterall, that's the whole reason for the blog in the first place. If we just wanted to hear ourselves talk we'd shut it down and sit around the water cooler telling each other how great we are.
To Kathy - I completely understand your reasons for not flying us but hope you will give us another chance sometime. We can't be all things to all people, but we do try hard and would love to win back your business. We are consistently #1 in on-time performance and Customer satisfaction and, although, we don't always have the lowest price (since our lowest fares sell quickly on some routes) we do help drive down fares in the markets we serve so that people like you can reap the benefits of free market competition.
Angela
It sounds like a bit of sour grapes (as one of the Southwest bloggers put it).
Sure, it spoils their ability to control parts of the boarding experience, but on the other hand, some customers have decided that the experience can clearly be improved upon and have voted with their wallets for the innovative service that the internet companies are offering.
Give the freedom to do so, markets will innovate if there is sufficient demand. And those who would prefer to control the market and to stifle innovation that removes their control will sqeal.
Legitimate market-driven innovation or legitimate company-control? My vote is for innovation.
Sitting in any airport waiting lounge and hearing the announcer proudly welcome their highest paying customers first, will never make the regular Joe feel important. In fact, since the top paying, first-class customers are usually seated at the front the aircraft, they should board last.
As Joe six-pack boards to make his way to the lowly, economy, back of the aircraft, he has to wait every 4-6 rows as some carry-on laden traveller tries to squeeze their packages into the overhead storage.
Double- and triple-amen to that, Jeff. The pernicious Wright Amendment was a sweetheart Sopranos deal if there was ever one.
Thanks for all of the comments and thoughts! If everyone agreed on everything, it would be a really boring world wouldn't it?
Interesting, Here in Europe with Easyjet, when you print an online boarding pass you automatically get assigned to the last boarding group (I guess it maximises how late you can arrive at the gate)
