Southwest Airlines updates boarding and seating system amid complaints

Southwest Airlines is refining its boarding and seating system after travelers across the country reported problems with the airline’s shift from its longtime open-seating policy.

Long Island travelers, among others, said they struggled to find overhead bin space near their assigned seats and faced higher costs due to the airline’s new fees.

The Dallas-based carrier moved to assigned seating on Jan. 27, allowing passengers to select seats in advance and pay for premium options, including Extra Legroom seats. A one-way flight from Islip to Orlando, for example, starts at $99 for the Basic option, which includes a randomly assigned seat at check-in and last-to-board boarding.

The Choice upgrade costs $134 and allows passengers to select their seat with general boarding. Choice Preferred is $204 for a preferred seat, which features standard legroom but is located in the front of the cabin, and group 3-5 boarding.

Choice Extra costs $249 for an Extra Legroom seat, group 1-2 boarding, and two free checked bags. The change marks one of the most significant updates to Southwest’s boarding process in decades.

A Southwest spokesperson told Newsday Friday that the airline will continue to evaluate the rollout and adjust the policy as needed.

"We’re always looking for ways to improve our customer experience to continue delivering the seamless and reliable travel journey that customers expect from Southwest," the airline said. "The employees of Southwest deliver the best hospitality in the airline industry alongside our best-in-class reliability, and we look forward to continuing to provide our customers with friendly, reliable and low-cost travel."

Southwest serves Long Island MacArthur Airport in Ronkonkoma, offering nonstop flights to Palm Beach, Tampa, Orlando and Baltimore/Washington. Some customers have voiced concerns online, particularly about overhead bin space. On social media, Long Island travelers said they struggled to find room for carry-on luggage near their assigned seats after boarding.

Southwest said it is already refining the process. The airline has accelerated plans to install larger overhead bins across its fleet, with about 80% expected to be upgraded by the end of the year. Boarding adjustments now prioritize Extra Legroom passengers and elite-tier loyalty members, while seat-assignment software has been updated to better space travelers throughout the cabin on less-than-full flights.