Say what you want about the old way of doing things with no assigned seating, but I knew how it worked. I was usually able to get a seat I liked and not have to worry about carry-ons.

So I just got my first Southwest tickets under the new scheme of things. I selected "Choice", which I thought allowed me to select my seat. However when I got to the seat selection, it would not save my seat choices. Looks like I paid extra, and I'm still going to be sitting in the middle seat.

Am I missing something?

What did they say when you called them?

Call them? Why would I do that when I can get free advice online?

Anyway, I got an e-mail telling me I haven't selected a seat yet. After fiddling with the app, which seems to be the only way to do it, I finally got aisle seats reserved.

I was reading some online posts about the new seat selection process. Lots of people complaining that they paid extra to select a seat only to end up being reassigned when they board. Lots of complaints from people who paid for aisle seats being moved to middle and families who want to sit together being separated.

When they called Southwest to complain and request refunds, they were told that "Choice" is just that - you are paying extra for the privilege of selecting a seat. The choice is not guaranteed and may or may not be honored when you board. No refunds.

TXTransplant said:

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I was reading some online posts about the new seat selection process. Lots of people complaining that they paid extra to select a seat only to end up being reassigned when they board. Lots of complaints from people who paid for aisle seats being moved to middle and families who want to sit together being separated.

When they called Southwest to complain and request refunds, they were told that "Choice" is just that - you are paying extra for the privilege of selecting a seat. The choice is not guaranteed and may or may not be honored when you board. No refunds.

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Welcome to Spirit Airlines 2.0!

I have a Chase SW Priority card that I've used for years. Flying SW in late June for the first time since the switch.

The way I understand it, using that card/being a priority card owner got me the lowest rate but got priority seats and no matter what I keep those seats. Then 48 hours before departure, free upgrades to anything with extra legroom if available. Add in 2 free checked bags per person though we are only carrying on.

So we'll see how it goes.

Bunk Moreland said:

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I have a Chase Priority card that I've used for years. Flying SW in late June for the first time since the switch.

The way I understand it, using that card/being a priority card owner got me the lowest rate but got priority seats and no matter what I keep those seats. Then 48 hours before departure, free upgrades to anything with extra legroom if available. Add in 2 free checked bags per person though we are only carrying on.

So we'll see how it goes.

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My experience going to DC a couple of weeks ago was fine. The boarding process is definitely less chaotic than it used to be. We were delayed by a few hours on our flight back from Baltimore because their crew didn't make it and they had to whistle up replacements. So not that different from the old Southwest. The later in the day you fly, the more likely you are to get delayed.

TXTransplant said:

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I was reading some online posts about the new seat selection process. Lots of people complaining that they paid extra to select a seat only to end up being reassigned when they board. Lots of complaints from people who paid for aisle seats being moved to middle and families who want to sit together being separated.

When they called Southwest to complain and request refunds, they were told that "Choice" is just that - you are paying extra for the privilege of selecting a seat. The choice is not guaranteed and may or may not be honored when you board. No refunds.

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I think SWA is not following their own policy then. I just dug into the fine print on everything seating and there is nothing on their site that says Choice seats are not guaranteed. It pretty much says all over the site that seats are selected at booking, but then that's it.

Here is the only language I've found related to this which suggests that Choice is guaranteed.

Quote:

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No, with assigned seating, you'll select your seat during booking for most fares, and it will be saved for you.

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I'm not disputing your post by the way because I've seen people online say this has happened to them as well. So, I think there is still fog of war going on internally with their new process, or they are being deceitful.

Former definitely happened because I've been flying under the new process since very early on and in the first few weeks they were miscommunicating stuff all over the place at the gate and once on the planes simply because of old habits or just forgetting their training.

I've only flown once since the change and the seats at check in were definitely not the seats I selected at booking.