Southwest Airlines has some lofty goals for 2023.
From the boarding process reorganized to Upgraded Wi-Fi connection, the Southwest travel experience will receive some major updates in the coming months. The Dallas-based airline shared a series of updates at a recent media event at its headquarters, and TPG was invited to learn more about what’s to come for passengers. by Southwest.
Operators have detailed what passengers can expect to see in the coming months — and there’s a lot to like. This is the latest.
Old route before new route
When the pandemic hit, Southwest, like much of the airline industry, fell into crisis. Airlines cut many of its routes and park a piece its fleet.
More than two years later, demand has finally returned. The airline has largely recovered to pre-pandemic levels, but there are still some routes, mostly longer domestic routes, that have not yet returned to schedule.
Andrew Watterson, Southwest chief executive, told reporters that next year the airline will continue to focus on rebuilding its network, with the goal of getting most of its pre-pandemic routes back up and running. in the third quarter of 2023.
While Southwest added about 18 pins to its route map During the pandemic, the airline is not planning another blockbuster year of new cities. That growth is opportunistic, said CEO Bob Jordan, who shared that many of these new cities were considered pre-pandemic.
Over the next year, Southwest is primarily focused on resumption, which hopefully means more nonstop flights in your market.
Network depth on new cities
In addition to restoring connectivity, the airline will also ensure that it delivers frequencies in existing markets.
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For example, some routes are currently unavailable for business travelers making day trips departing in the morning and returning at night. That’s something Watterson and the networking team are working to address as the airline fully recovers.
Southwest plans to bring all pre-pandemic frequencies back in existing markets, which will hopefully help the airline win business from some customers who are booking based on time and schedule.
Wi-Fi is better here
In recent years, one of the biggest complaints from frequent Southwest passengers has been the reliability of in-flight Wi-Fi.
Tony Roach, Southwest’s vice president of customer experience and engagement, said the airline is well aware of the problem. He reiterated that the airline has a plan upgrade its entire fleet of Boeing 737s with better Wi-Fi access.
Existing aircraft will continue to be equipped with Anuvu (formerly Global Eagle) connectivity, but hardware, including wireless access points, will be upgraded to deliver more bandwidth and latency lower.
To date, 260 aircraft have been upgraded and the airline plans to complete 350 by the end of January. It is expected to complete the entire fleet by the third quarter of 2023. Roach noted that the systems are being upgraded. The upgrade has resulted in markedly better performance and reliability.
In addition to upgrading existing providers, Southwest will launch Viasat connectivity on Newly delivered Boeing 737 MAX 8 aircraft starting in the first quarter. Viasat has historically provided one of, if not more, most reliable in-flight internet connectionso tourists should be excited about this new supplier.
Wi-Fi will still cost $8 a day, Roach said, but the airline is working on ways to integrate both providers into a fixed, all-day rate.
Ask about Will Wi-Fi finally be free?, Roach mentioned that upgraded systems could theoretically support free internet access, but Southwest would need to buy more bandwidth to do so. (Airlines Tried Free Wi-Fi This Summer to learn more about the system’s capabilities.)
Source ports are coming
Southwest’s history of operating shorter domestic routes means it doesn’t necessarily innovate the passenger experience.
However, in recent years, the airline has made increasingly longer flights, including New and expanded route to Hawaii from various cities in the West, such as Las Vegas, Phoenix, San Diego, and Los Angeles.
These flights typically last more than five hours, and Southwest is addressing a major pain point of these long-haul missions with the addition of power ports.
There will be USB-C and -A ports at the back of each seat, capable of delivering up to 60 Watts of power. Roach said there won’t be any 110V power outlets, as those would add weight to the aircraft.
Power port will be available on new 737 MAX 8 models as of June 2023followed by a larger retrofit after the new delivery is complete.
New overhead bins and seats
Baggage checks at the gate will (hopefully) be less likely on future Southwest flights.
That’s thanks to the new, larger luggage compartments that will debut on the new MAX 8 aircraft next year. These bins can hold up to six standard size roll boards, if they are arranged on the sides instead of the back.
Along with the new crates, Southwest will install next-generation seats on these planes. They’re decked out in blue leather-like material and feature adjustable headrests for extra neck support.
There’s a document and storage pocket behind each seat, along with a standard-size tray table. The yard will measure 32 inches.
Southwest first publicly showcased the new cabin model during a media day event, and TPG’s Summer Hull was pretty impressed with the layout. It may not be the most comfortable seat for a six-hour flight, but it should fit most passengers.
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ZACH GRIFF/THE POINT
A redesigned boarding family
Southwest boarding different planes. There are no assigned seats and instead, passengers are boarded by seat number. After boarding, you can choose any open seat.
This could be quite stressful for families who might be nervous about finding seats together. Historically, Southwest has provided family boarding after all passengers in Group A have boarded.
There are 60 boarding slots in group A, so sitting together as a family can be a challenge on busy flights.
In the coming weeks, the airline will pilot an improved family boarding program that allows two adults and children six years and younger to board. before group A. In exchange for skipping the boarding line, families will have to sit in the back of the plane.
Depending on the results of the trial, Southwest may consider rolling out this change more broadly.
Turns are more important than ever
When Southwest was founded in 1971, the airline was famous for its 10-minute flights. The airline will cancel one flight and reschedule the next in 10 minutes, allowing it to fly with multiple frequencies on any given day.
According to Watterson, new regulatory requirements, weight and balance paperwork and larger aircraft all add to turn-around times, but the airline remains focused on minimizing the number of minutes it takes to get off. plane and board the plane.
If it could drop just a few more minutes after each turn, the airline could add one more frequency to each given aircraft. That should bring in more revenue without too many extra costs, Watterson said, since most of them are fixed anyway.
Initiatives like digitizing pre-departure paperwork and improving signage in gate areas are two ways Southwest plans to reduce turn times in 2023 and beyond.
Expect many ‘golden hour’ flights
According to Watterson, as Southwest adds more frequencies to its network, expect to see more flights during the “golden hour.”
These flights, which typically operate from 7 a.m. to 7 p.m., are (perhaps unsurprisingly) the most popular. He emphasized, minimizing turn-around time to increase one flight during the day is extremely important.
Flexibility is here to stay
Southwest has had the most flexible ticket policy in recent years.
All airline fares can be changed or canceled up to 10 minutes before departure without incurring any additional fees, other than possible fare differences. Opposite to former airlines of the United States used to charge a change fee of $200 (or more) and you’ll save big on modifications to trips with Southwest.
During the pandemic, most major US airlines matched Southwest and permanent change fee reduction, but Southwest did not rest on its laurels. The airline announced in June that Flight Credits will never expireand it recently introduced a new fare product, called Wanna Get Away Plusallows you to transfer flight credits to others.
Southwest executives reiterated that this flexibility will continue through 2023 and beyond. The purpose of these policies, Jordan said, is to promote repeat business.
deal with frustration
Southwest’s technology hasn’t always been the most powerful, but it’s getting better.
It recently launched the ability to add babies in laps on its website, which previously required a visit to a full-service check-in counter. Digitizing this function saves families a lot of time and allows them to check in online without going to the airport reception.
Additionally, the airline is now selling upgraded A1-A15 boarding slots directly in its mobile app. This surcharge, which ranges from $30 to $60 depending on the distance traveled, was previously collected only within an hour of departure at the airport.
These are just two of the latest examples of how the airline is digitizing the travel experience. Executives have mentioned that many initiatives are underway, but they have not revealed any details.
New airport infrastructure
This year, the company announced renovations and expansions in two key markets, Denver and Phoenix.
Executives have hailed these projects as key to growth, particularly in Denver, where Southwest will now have access to 40 gates because of it fierce competition with United there.
Looking ahead, Southwest is excited about opening new station in Kansas City, where it works with local officials to customize the design for its operational needs. The facility is expected to open in February or March 2023.
