Southwest Airlines has long been known for its unique ways. Along with free changes and checked bags, open seating and its quirky boarding process were at the top of that list.
However, this approach recently faced strong headwinds, particularly on longer routes where seating becomes more critical, like between the mainland and Hawaii.
A practice others coined “Jetway Jesus,” where passengers use wheelchairs to board early but walk off the plane without assistance, became a real issue. In our own experience watching this on flights to Hawaii, it has resulted in as many as thirty wheelchairs lined up for boarding before departure, yet sometimes only a handful of those passengers left the plane that same way on arrival.
This led to growing dissatisfaction among passengers and appears to be one reason Southwest is now moving towards significant changes to its procedures.
A loophole in the Southwest Hawaii boarding process.
As this frequent traveler, “Guy,” noted in a comment yesterday on Beat of Hawaii:
“Unfortunately, the unique Southwest boarding process created a loophole that allowed anyone to preboard before those who upgraded to priority boarding. All they have to do is declare that they have a handicap, board first, and most likely block seats for the rest of their party. I have flown Southwest and have witnessed this myself. This practice spawned the term Jetway Jesus. As soon as the plane lands, they are healed.”
Guy’s observation highlights a critical flaw we’ve also witnessed in Southwest’s current boarding system. This loophole has allowed some passengers to game the system, gaining early boarding privileges by claiming a disability. This often leads to blocked seats and frustrations among other passengers who have paid extra for priority boarding.
Multiple impacts on Southwest Hawaii operations.
This misuse of pre-boarding privileges has added to Southwest’s operational challenges, particularly on popular routes like those connecting Hawaii with the mainland. The practice of using wheelchairs to board early, then walking off the plane upon landing, has resulted in delays to the boarding process we’ve encountered. It also created a sense of unfairness among passengers.
On these longer flights, where seat selection is deemed more critical, the impact has led to higher frustration and dissatisfaction.
Southwest’s Potential Response and Policy Changes
Recognizing these challenges, Southwest said last month that it plans to drop the age-old process that once worked extremely well. This shift could help address the issues observed on longer flights and improve overall customer satisfaction. Or at least so it is hoped.
By transitioning to a more structured and traditional airline boarding process, Southwest aims to, among other things, reduce the incentive for passengers to misuse pre-boarding privileges and align more closely with passenger preferences.
Southwest’s internal research revealed that a significant majority of its customers want assigned seating anyway, especially on longer flights. This change could, if not enhance the airline’s appeal on Hawaii flights, at least restore some sense of order to its boarding process.
Contrasting Southwest Hawaii mainland and inter-island flights.
We find it interesting that the same phenomenon has not seemed to occur on our countless Hawaii interisland flights. On the many flights we have taken between islands, a small number of passengers have boarded using wheelchairs.
These flights typically last about 30 minutes. The shorter duration reduces any incentive to misuse wheelchair services since the benefits of securing a better seat are minimal. This contrast highlights how the flight length and the nature of Hawaii travel influence passenger behavior and the challenges that airlines face.
Southwest Hawaii flights at a crossroads.
The airline is at a crossroads as Southwest considers partially or entirely eliminating its legacy boarding process. Addressing unique challenges posed by longer Hawaii routes and the misuse of pre-boarding privileges will be vital to ensuring the best Hawaii vacation travel experience.
These boarding changes are not happening in isolation; they are part of a broader strategy to address economic pressures and improve operational efficiency, as highlighted in our earlier discussion on the potential shifts in Southwest Hawaii service offerings and fare structures.
For Hawaii, these proposed changes will likely mark a new chapter for Southwest, offering a more structured and potentially more customer-focused approach. As Southwest navigates these changes, its decisions will shape its future in Hawaii and help Southwest determine its ability to maintain its unique brand profitably while adapting to a rapidly changing marketplace.
Does Southwest seem like a more attractive choice to you with assigned seating?
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I’ve always avoided flying Southwest because they don’t have assigned seats. Once they change to assigned seats I may try them.
The cheating behavior doesn’t surprise me at all, with many people now it’s all about them, screw everyone else.
It’s appalling but just another example of poor behavior at airports these days. Let’s hope the change works on Southwest and people don’t do what they do on Aloha and just board early even when they are in a later zone. Or how about the growing number of people who rush from the back of the plane to deplane before those in the front – even when the flight isn’t late. And when did it become OK to cut in front of the security line? It shouldn’t matter how much you can pay Clear, you should have to wait your turn. Let’s bring aloha back to our airports and think of others before ourselves . . .
To expedite have always wondered why airlines don’t load window seat to aisle seat back to front. Loads much quicker less turmoil. First class spends less time in seats and there is so much less hastle.
My husband is a disabled veteran and he does use a wheelchair and a service dog. We flew to Hawaii last spring. There were alot of cheaters in wheelchairs. I even paid for priority just to make sure that we had extra time to board. I’m all for it. I like assignment of seats even more.
I am a real handicapped passenger.I travel with my own mobility scooter, both on and off the plane. I am also a southwest card holder. I hope I will not be penalized.
Assigned seating please.
Anyone needing a w/c should be able to show a handicap ID card.
We always fly SWA. My wife is disabled, so we bring her wheelchair with us. If SWA would require passengers to bring their wheelchairs to board early then that would alleviate most of the false claims of disability. They wouldn’t want to travel with a wheelchair if they didn’t need to.
That is nice in theory. However, they have destroyed two of my mom’s walkers when we used them instead of one of the airports wheelchairs. As someone mentioned above, she could bring her handicap sticker. Or, I suppose they could require a doctor note. I remember when I had to travel just days after surgery and one of the conditions was that I did not carry anything and that I boarded with assistance. I wouldn’t have had a handicap sticker but I would have had a doctor note.
Yes, assigned seating will be better. The old way would have worked if they had made the middle seat a little wider than the window and aisle seat.
When people unnecessarily order wheelchair services, this increases WN’s costs – which then falls back on me who has to pay for non-use of the wheelchair service upon arrival through increased ticket prices.
I purchase Biz Select – and even with A1-15 boarding – and I’m usually between A3-A7, I have to wait to board for those who need assistance and extra time.
The good news for me is that I choose a seat in the emergency exit row – which the flight attendants block from the ADA passengers from taking! If you’re disabled -how are you going to open the window over the wing to help passengers evacuate?
This has nothing to do with Elliott, rather, WN is stuck between a rock and a hard place as they cannot discriminate against those who claim a disability and with open seating, those passengers can sit wherever they want – except the emergency exit rows!
WN really has no choice but to move to assigned seating and bring back civility to the seating process.
I am Not dissing any person with a disability. If you need the assistance, by all means ask for the help!
However, I see many what I would call the fakers and their entourages of sometimes 5 to 10 people getting on board – and then as others have pointed out – do not need need the wheelchair service upon arrival!
This service costs all airlines Huge sums of money. No airline, including WN can ask you about your disability – it’s against ADA regulations. Airlines can and do ask what type of assistance you need – which could be a wheelchair and/or extra time to board among other services.
Becuase of WN’s unique boarding process – passengers have caught on to the scheme and fully take advantage of the “system”.
WN and all airlines have to pay the vendors for the wheelchair service on both ends! If you don’t use the wheelchair service upon arrival, the airlines are still billed for it – as it was already ordered.
It would be great to have assigned seating on Southwest. Many people take advantage of the wheelchair and priority boarding process because a handicap card is not required. Having assigned seating would cut down on the fraud and time to board. No more Jetway to Jesus congregations. Jamaica is especially know for this. One time it was 22 wheelchairs and 18 miracles upon landing in the US.
I just wonder how the A list members will still receive their perks.