Southwest Airlines has long been known for its unique methods. In addition to free changes and checked baggage, open seats and the peculiar boarding process were at the top of the list.

However, this approach has recently faced strong headwinds, particularly on longer routes where seating is becoming increasingly important, such as between the mainland and Hawaii.

A practice others refer to as “Jetway Jesus”: passengers use wheelchairs to board early, but are able to walk off the plane without assistance. This became a real problem. We observed this ourselves on flights to Hawaii and saw up to thirty wheelchairs lined up to board before departure, but sometimes only a handful of those passengers exited the plane in the same position upon arrival.

This has led to growing dissatisfaction among passengers and appears to be one reason why Southwest is now seeking significant changes to its procedures.

A gap in the boarding process in southwest Hawaii.

As this frequent traveler, “Guy,” noted in a comment on Beat of Hawaii yesterday:

“Unfortunately, Southwest’s unique boarding process created a loophole that allowed anyone to board ahead of those who had 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 experienced this first hand. This practice gave rise to the term Jetway Jesus. As soon as the plane lands, they are healed.”

Guy’s observation highlights a critical flaw we’ve also seen in Southwest’s current boarding system. This loophole has allowed some passengers to game the system and gain early boarding by claiming they have a disability. This often results in blocked seats and frustration for other passengers who have paid extra for priority boarding.

Multiple impacts to operations in southwest Hawaii.

This abuse of early boarding privileges has added to Southwest’s operational challenges, particularly on popular routes such as those between Hawaii and the mainland. The practice of using wheelchairs to board early and exit the aircraft after landing has led to the boarding delays we have experienced and has created a sense of injustice among passengers.

On these longer flights, where seat selection is considered more important, the effects led to greater frustration and dissatisfaction.

Possible response and policy changes from Southwest

Southwest has recognized these challenges and announced last month that it will abandon the century-old practice that once worked very well. The change could help resolve the problems observed on longer flights and improve overall customer satisfaction. At least that’s what it hopes.

By switching to a more structured and traditional boarding process, Southwest aims, among other things, to reduce the incentive for passengers to abuse their pre-boarding privileges and to be more responsive to passenger preferences.

Southwest’s internal research has shown that a large majority of customers want assigned seats anyway, especially on longer flights. While this change may not increase the airline’s appeal on Hawaii flights, it may at least bring some order to the boarding process.

Contrasting flights to the mainland in southwest Hawaii and between the islands.

We find it interesting that this phenomenon has not occurred on our countless inter-island flights in Hawaii. On the many inter-island flights we have taken, a few passengers have boarded in wheelchairs.

These flights typically last about 30 minutes. The shorter duration reduces the incentive to abuse wheelchair services, as the benefits of a better seat are minimal. This contrast highlights how flight length and the type of Hawaii trip affect passenger behavior and the challenges airlines face.

Southwest Hawaii flights are at a crossroads.

The airline is at a crossroads as Southwest considers eliminating some or all of its legacy boarding process. To ensure the best Hawaii vacation experience, it is critical to address the unique challenges presented by longer Hawaii itineraries and abuse of pre-boarding privileges.

These boarding changes are not isolated; they are part of a broader strategy to address economic pressures and improve operational efficiency, as highlighted in our earlier discussion of potential changes to Southwest Hawaii’s service offerings and fare structures.

For Hawaii, these proposed changes will likely mark a new chapter for Southwest, providing 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 profitably maintain its unique brand while adapting to a rapidly changing market.

Does Southwest with assigned seating seem like a more attractive option?