With travel slowly resuming and airlines still in a world of financial hurt, Southwest Airlines this week did what experts have long said was inevitable: ditched its coronavirus pandemic policy of keeping middle seats open.
Passenger reaction was swift and predictable, with thousands commenting on Southwest's Facebook and Twitter accounts. Some blasted the decision as putting profits over passenger and employee health, and many said they won't fly Southwest as a result. Others said they understand it's a business decision.
"I have a reservation for mid December which I will now be canceling. I prefer an airline that values lives over profit,'' a Facebook user from DelawareSouthwest Airlines President Tom Nealon said on the airline's earnings call Thursday that it will take time for passengers to warm up to the idea of fuller planes again because travelers love the idea of an empty middle seat, pandemic or not.
"Just to be clear, the open middle seat, it was really not one of our safety components,'' he said. "This was really about customer confidence and getting them comfortable traveling again.''Yes, you can get a refund if you bought Southwest tickets before Oct. 23 for flights in December and beyond. Southwest is sending affected passengers an email with a link to request a refund. The airline usually issues travel credits when flights are canceled, but in this case will credit travelers' original form of payment. Don't dawdle, though. You have to request it by Oct. 31.to keep the middle seat open on your flight. Southwest only sells extra seats toif the thought of a packed plane freaks you out.
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