A viral post criticizing Southwest Airlines renewed attention this weekend on passenger complaints surrounding the Dallas-based carrier’s sweeping business changes, including assigned seating, baggage fees and a new boarding system.

Nick Sortor compared Southwest to Spirit Airlines in a July 18 post that drew more than 480,000 views.

“Congratulations to @SouthwestAir on becoming the new Spirit Airlines!” Sortor wrote.

He accused Southwest’s board of turning “one of the best airlines in the country to literal trash” within a year and complained that the airline was no longer inexpensive.

Sortor did not identify a particular flight or policy failure. His post nevertheless amplified criticism that has followed Southwest since it abandoned more than 50 years of open seating on January 27.

Assigned seats create new boarding problems

Southwest said customers wanted greater control and fewer questions about where they would sit when the airline announced the overhaul in 2025.

The carrier now divides seats into Extra Legroom, Preferred and Standard categories. Fare, seat location and loyalty status determine when a passenger boards.

Under the former system, passengers who found a full overhead bin could choose another row. Assigned seating requires them to reach a designated row even when the nearby bin has filled. Travelers have reported storing luggage several rows away or checking carry-on bags at the gate.

The bin pressure also followed Southwest’s 2025 decision to end its policy allowing every passenger to check two bags without charge. As previously reported by The Dallas Express, the changes moved Southwest closer to the pricing and boarding systems used by competing carriers.

Southwest modifies the rollout

Southwest acknowledged the criticism and began modifying the process. Tony Roach, the airline’s executive vice president and chief customer and brand officer, said in a customer message reported in March that passenger feedback had been “invaluable.”

The airline moved A-List members into Group 1 beginning April 30. A-List Preferred members now board before Group 1, according to Southwest’s current benefits information.

Southwest also reserved some overhead compartments for Extra Legroom passengers and continued installing larger bins that can hold up to 50% more bags. The airline expects approximately 70% of its fleet to have the larger compartments by the end of 2026.

Despite the complaints, Southwest ranked first in The Wall Street Journal’s 2025 airline scorecard for its operational performance, limited tarmac delays and relatively low complaint rate. Most of that period preceded assigned seating.

Southwest has shown no indication that it will restore open seating. The airline instead continues adjusting boarding privileges and cabin storage while travelers adapt to a system that increasingly