Southwest Airlines is currently under fire on social media platforms due to a proposed seat design update set to be introduced across its fleet in the coming year.
The airline's announcement of the new Recaro seats has been met with criticism from some customers, with one likening the new design to "lawn chairs."
The new seating arrangement is part of a broader revamp of the cabin interior. Southwest Airlines stated that the seats were specifically designed to include a "multi-adjustable headrest cushion for enhanced head and neck support." The airline further claimed that the design offers "ultimate comfort while maximizing seat width and overall support."
The updated cabin interior is part of the airline's attempt to improve the overall onboard experience, based on "extensive research covering Customer and Employee perceptions of color, comfort, and their aspirations." The airline also conducted customer research and product testing to select the global supplier for the aircraft seats.
However, the proposed changes have not been well-received by customers who have only seen images of the seats on social media. A TikTok video showcasing the new design has already attracted nearly 15,000 comments, with many users expressing their dissatisfaction with the perceived discomfort of the seats. Some have even stated that they plan to switch airlines due to the change.
One user commented, "What I'm seeing is hardrock seats." Another asked if there was "an option to just stand," while a third stated a preference for walking over sitting in the new seats. Several users indicated they would be opting for Delta Air Lines in the future, with one stating, "You just earned yourself a Delta customer," and another claiming to have "aggressively" booked a Delta flight after viewing the video.
In response to the backlash, Southwest Airlines clarified that the social media video does not provide an accurate representation of the seats. The airline stated that the seats maintain the average seat width and pitch on Southwest Boeing 737 Max 8 and -800 aircraft, and exceed the width currently available on the -700 series aircraft.
The seat itself features a custom ergonomic cushion with additional padding on the headrest, backrest, and bottom cushion, according to Southwest.
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