All airlines have their share of customer service problems, and Southwest is no exception. But they seem to be better than most (two free checked on bags, no charge for changing flights), and they just announced that they will no longer overbook its flights, bucking a widespread airline practice.
From CNN Money:
Southwest is taking it one step further and plans to end overbooking outright by May 8, spokeswoman Brandy King said. The carrier joins JetBlue, which has long advertised that it doesn't overbook flights.
It's standard practice for airlines to sell more tickets than there are seats in anticipation of no-show fliers.
When a flight is overbooked, federal rules require that airlines first check to see whether anyone will give up his or her seat voluntarily. Airlines control how much they offer to pay, though they usually shell out a travel voucher toward a future flight or a gift card.
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