Southwest Airlines did the unthinkable just over a month ago and ditched its beloved free baggage policy, charging for bags for the first time in its history. Our recent survey shows many once-loyal Southwest flyers have already started looking at and booking with other airlines.
In our recent online survey of nearly 700 travelers, more than two-thirds of respondents who said they regularly flew Southwest are now considering (or already booking) other carriers as a result of that baggage policy change.
Our online survey was conducted from in May and June – the period just before and after Southwest officially ditched its free baggage policy. As of May 28, most new Southwest tickets no longer include two free bags as usual. Instead, the airline is charging $35 per bag each way on all fares except its priciest “Business Select” fares.
While the vast majority of respondents said they rarely (if ever) booked with Southwest in the first place, those travelers who previously booked with sent a loud signal: These changes have them looking elsewhere.
Of the 230 regular Southwest flyers surveyed, more than 150 – or just over 66% – said they were “booking flights on other airlines that I previously booked on Southwest.” Meanwhile, Just 33% of respondents said they're continuing to book flights with Southwest as normal after these changes.
Sure, this might not be a scientifically precise survey in line with political polling. And surely, some travelers will swear they'll never fly Southwest again only to book a ticket when the price is right.
Still, this survey makes it clear: The biggest change in the Southwest's storied history is also proving to be incredibly unpopular.
Once beloved by both Wall Street and everyday travelers alike for posting consecutive profits even with customer-friendly policies, the airline has been struggling financially in the post-pandemic travel boom. It's been under immense pressure from an activist investor, Elliott Management Group, to make changes that will make them more money … by doing what its competitors have been doing for years.
And that led them to the biggest change in company history, something airline executives swore was untouchable less than a year ago: Charging for bags.
It's the cornerstone of a major transformation that also includes killing off “Wanna Get Away” fares and replacing them with stingy basic economy tickets; revamping its Rapid Rewards loyalty program; expanding to sell its fares on Google Flights and later, Kayak and Expedia; nixing its polarizing open-seating model in order to start charging for seat assignments instead; and eventually even installing extra legroom seats across its fleet.
Charging for bags is a billion dollar business – literally: U.S. airlines made more than $7 billion on luggage alone in 2024, according to federal data. American, Delta, and United each pulled in more than $1 billion in bag fees last year.
That's what Southwest is after … but the rollout hasn't been smooth. The airline still can't charge for bags online, meaning Southwest flyers who want to bring a bag will have to pay on the spot at the airport.
Methodology
Thrifty Traveler conducted an online survey between May 5 and June 21, 2025, to gain insight on travel sentiment. A total of 670 individuals responded, consisting of subscribers of its free and paid travel news and flight deal newsletters. The survey was voluntary and consisted of multiple choice and open-ended questions related to travel plans and specific airline policy changes.
I will only use them if if if I MUST…if there’s no other alternative. I used to use them exclusively. Arrivederci!!!
I refuse to fly Southwest. I gave up my A-list. I gave up my points.
I’m using other airlines paying more money, and I’m not as happy. I’m Not happy with their service, but I will not go back to Southwest.
It’s the principal. They changed for money and on principal, I will not support them.
I noticed years ago that SW was often not cheaper than others but once I learned about their res systems / policies I loved the flexibly/ ease and was a SW convert and was willing to pay a bit more. I never checked a bag so that was not a benefit for me. With that I would have been happy to NOT pay for something (since nothing is free, it’s just baked into a cost.), but know that passengers don’t get to not pay for something, if the airline says there is something free, the airline just raises all prices (ala what happened w basic/ economy). Maybe there’s a very short little transition time window so that when the news is focused on the change that cost increase is not immediately picked up.
They have lost me, family and all business travel of my affliated organizations . They were exclusively used but no more. The loyalty came their distinctive and their similarities with other airlines. Be distinctive, you build loyalty by offering what others dont. It isn’t all economic
I began flying SW out of JAX almost exclusively since 1997. Pice and connections were my priorities as I never check bags domestically. I’ve not been happy with the “Jetway Jesus” phenomenon either. But as prices rose and some connections became “wrong way” (JAX-BWI-LAS rather than JAX-BNA-LAS) I began looking to other airlines in the last year or two, such as Breeze (JAX-LAS nonstop). For a recent trip to PHL, it was cheaper to go AA, which had a PHL-JAX nonstop whereas SW was mainly BNA and MDW….both wrong way! Even if SW is cheaper by $25 a ticket, if their connecton adds 2-3 hours to the trip I’ll pay a bit more.
Thee only reason I chose southwest was because of the free bags. Now that they no longer offer the option what’s the point of making them my first choice. There just like all the other airlines might as well shop around now. BAD,BAD choice southwest. Just saying 🤷♀️
The changes plus the rhetoric of it’s CEO that indicates passengers are disposable has not been a plus. Add that they sell tickets on flights then decide they don’t want to fly there anymore and for me this airline is out of business.
The psychological effect of taking their main branding recognition “Bags Fly Free” and suddenly charging wasn’t thought through.
The people who have boarded hundreds or even thousands of flights had no problem binning their roll a-boards. Now, it’s not so easy. The “pre-board” gaming immediately got out of hand because they want to bin their bags too. Everyone who uses their top tear perk, Companion Pass is no longer guaranteed an actual seat for a ticketed companion will be available at boarding (non rev pax). Their tickets are on par with the prices of the non-“value” carriers. Their entire line of loyalty perks are valueless.
I will no longer fly with Southwestern, everything has gotten so expensive I won’t be able to afford a ticket any longer due to the change and I’ve been very loyal to that company for a long time fly every year no longer
I was attracted to Sw years ago when they offered nonstops to Nashville and Florida locations. The ease of their website and ability to buy down purchased tickets when a sale arose thereby earning lifetime credits for my next flight. The free bags and open seating were a good deal in lieu of higher prices. Now that there is no difference I’m looking at nonstops on other airlines and comparing fees. I doubt we will fly SW again. Glad to see the wheelchair brigade might end as this was my only irritant.
My family has flown Southwest 100% of the time for the last 11 years. Not anymore. Last time I checked the direct flights cost more plus baggage fees. My sister has their credit card and still had to pay for her bag because she is not the primary cardholder. Another airline has more flights to choose from and now with no difference in price, I won’t be on Southwest
I’ve only flown southwest for the last 15 years and prior to that it was the airline I used most often. Their free bag policy was especially great when we had kids and needed to lug things like strollers along with us. However, with all the changes they’re making we decided they’re no longer worth flying. Why should we fly in a budget airline when they charge what nicer ones do? We’ve already ditched their card in favor of American and I booked our fall flights with AA last week. Elliot investment group is going to drive southwest out of business. It makes you wonder if that’s their goal.
Hedge Funds are not good for companies- look at what they did to Sears as one huge example. That is what is happening to Southwest- destroying loyalty and their brand. Are they improving their computer system with all this money or is it going to investors? Their old system made it easy for families and friends to sit together unlike most airlines. Even loading was faster on their planes or so it seemed. With free bags it meant more room in the overhead bins for the rest of us! It is sad to see and I sadly predict it will be the end of SWA.
The past 3 years I been flying southwest and totally happy with everything . But now with costing for baggage. Yes I am looking at other airlines airport parking fees. Now baggage paying.. I fly once a month .
I myself am one of these (potential) passengers, in a similar way. For me it’s not just looking at other airline fares…it’s considering the cost of driving vs. flying. I was planning a trip to Vegas the other day, one in which I would prefer to check a bag if it involved a flight. Prior to this year, it would be hard for the cost of driving from my residence to Vegas to beat Southwest’s fare or point deals plus the no baggage fees. But now, depending on the dates, the cost of driving *can* beat it, especially when you factor in the other costs of flying such as airport transit to and from your hotel.
I used to love Southwest because they seemed more customer oriented than other airlines, now I feel they are no longer customer friendly and instead of putting the customer first they are putting profits ahead of customers. Now, since all airlines are pretty much the same I will chose based on the cheapest price regardless of the airline
How about you survey more than less than 2 planes worth of people…?
Loyalty to Southwest just goes so far. Now that they want to be like other airlines, then we start comparing them to other airlines. Good-bye folks, it’s been swell for 15 years.
Facts !!!! Moving foward southwest will not be my top pick because of bags
100%. Been with Southwest for many years. No more. Just flew with them and was charged $70 each way for my wife and my bags. That was the last flight.
There is a REASON why I call the new SWA upper management ‘Them’. Elliott Asset Management took the best things about the airline, the very things that made it money, and trashed them. We (wife and I) are 150,000-mile SWA Rapid Rewards fliers. We are now looking at Delta (at least you can get what you pay for there…)