On Tuesday, Southwest Airlines said it would ditch one of its most beloved perks: free checked bags. Instead, customers will have to pay to check their bags unless they’re a top-tier member of the airline’s frequent flyer program.
You can imagine that customers had feelings about the change. For the most part, those feelings ranged from disappointment to frustration that Southwest was eliminating one of the things they appreciated most about the airline. I wrote yesterday that it was a risky move considering how much of its brand is connected to the airline’s customer-friendly policies. The fact that so many people have pushed back seems to support the idea that this change is going to be rough for Southwest.
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