Southwest Airlines is making some changes to its new boarding and overhead bin policies after receiving feedback from customers. The airline recently ended its historic open seating and single-file boarding processes, but some early growing pains have prompted a few tweaks. In a letter to customers, Southwest acknowledged the need for improvements and pledged to make changes to its overhead bins after some customers expressed frustration about the new setup. The airline plans to add new onboard signage to ensure only customers sitting in its new extra-legroom seats can use the overhead bins above those seats for their luggage. This move comes after some travelers complained about purchasing higher-priced seats only to find the bins above their seats already occupied. Southwest is also aiming to create "better balanced boarding groups" to improve the boarding and deplaning process. The airline has introduced checked bag fees, pivoted from open seating to assigned seating, and revamped its boarding procedures to an eight-group setup in the last year. In a recent interview, Southwest's chief customer and brand officer acknowledged the need for improvements and said the majority of customers have found the new process calmer and smoother. Time will tell how customers view the new policies in tandem with the myriad of other changes the airline has made in recent months.
