Southwest Airlines Ends Free Bags, Angering Customers and Raising Profit Concerns
Southwest Airlines’ recent decision to introduce a paid baggage policy is a significant shift, driven by a desire to boost earnings. This move, however, has ignited a firestorm of criticism from loyal customers who viewed the airline’s free baggage policy as a key differentiator. For many, this policy was the primary reason for choosing Southwest over competitors. The elimination of this benefit fundamentally alters the value proposition, leaving many questioning the rationale behind such a change.
The introduction of baggage fees, along with other changes like flight credit expiration and a reduced rewards earning rate, suggests a company prioritizing immediate financial gains over long-term customer loyalty.… Continue reading
Matt Underwood