Southwest Airlines, under increasing pressure and stung by customer rebukes about its new assigned seating policy, is doing something about it.
In a letter to customers from Executive Vice President Chief Customer and Brand Officer Tony Roach, the Dallas-based airline laid out how it plans to ease some of the customer unrest.
The No. 1 carrier at San Antonio International Airport and Austin-Bergstrom International Airport is “refining” the process by which boarding groups are assigned to “improve overhead bin availability near your seat while maintaining the fast boarding and deplaning process you expect from Southwest,” Roach said…