A long-time Southwest Airlines customer says they are deeply disappointed with the airline’s recent policy changes. They have flown with Southwest since childhood and often chose travel destinations based on the airline’s routes.
Loyal Customer Feels Alienated
The customer says a series of shifts in policies gradually pushed them away. They understood concerns around wheelchair assistance, pre-boarding, and baggage fee changes. But a recent incident felt like the final tipping point.
Carry-On Bag Forced Into Check-In
During a flight to Atlanta, the customer was told to check their carry-on bag. The gate agent cited a new rule about bags with expanders. The customer explained that the bag was not oversized but was still forced to check it.
Bag Size Within Policy Limits
The bag measured 14.5″ x 9.5″ x 22″. This is well under Southwest’s oversized baggage limit of 62 inches in combined dimensions. The customer says the flight had enough space and was not full, which added to their frustration.
Shift in Priorities Raises Concerns
The customer believes Southwest is now prioritising strict rules and profit margins over traveller comfort. This sense of disillusionment has led them to end their long association with the airline.
