The fallout from Southwest Airlines’ (SWA) bombshell announcement is still unfolding. In case you missed it, Southwest revealed yesterday that they are ending their long-standing “two bags fly free” policy and introducing a Basic Economy fare. This means flight changes will no longer be allowed and flight credits will now have an expiration date. Here are all the details, or if you prefer social media updates, I created a quick video breaking it down, which is embedded below.
@johnnyjet Breaking News: Southwest Airlines announces changes to long-standing customer-favorite policies. #southwest #southwestairlines #breakingnews #fyp #foryoupage #traveltiktok #traveltok ♬ original sound – Johnny Jet
The news above follows Southwest Airlines’ announcement last September, when they revealed that they would be eliminating their open seat policy and offering ‘Premium Seating.’ On top of that, the Dallas-based airline laid off over 1,700 jobs (15% of its corporate and leadership workforce), marking the first time in SWA’s history that employees were laid off. Even CEO Bob Jordan admitted, “This decision is unprecedented in our 53-year history.”
These changes stem from Elliott Investment Management, a hedge fund in West Palm Beach, Florida, which purchased a large stake in the company and began pushing for immediate changes to secure a quick return on investment (ROI). In my opinion, I think they made a major mistake, and in doing so, have turned Southwest into just another airline, just like all the others with fewer unique selling points.
Unsurprisingly, customers and employees are upset. Here are just a few of the comments circulating on social media:
View on Threads
@the_georgedavis: Asked my Southwest pilot this morning – “What’s the sense inside the company right now?”. He started weeping. This once proud airline is clearly heading downfall. Fast.
Asked my Southwest pilot this morning – “What’s the sense inside the company right now?”. He started weeping. This once proud airline is clearly heading downfall. Fast.
Bob Jordan: crook!@SouthwestAir
— George Davis (@the_georgedavis) March 12, 2025
@justapatriotmom: Loved open seating! GONE
Loved bags fly free! GONE
Have only ever flown @SouthwestAir as a 53 yo adult as well as my 3 adult children. GONE
Loyalty to your customers is gone so loyalty from your customers is also gone.
Loved open seating! GONE
Loved bags fly free! GONE
Have only ever flown @SouthwestAir as a 53 yo adult as well as my 3 adult children. GONE
Loyalty to your customers is gone so loyalty from your customers is also gone.— 🇺🇸🇺🇸 Twin Mom 🇺🇸🇺🇸 (@justapatriotmom) March 12, 2025
A hedge fund bought a huge piece of @SouthwestAir less than a year ago and they’ve already lost all customer loyalty. They’re competing with @dallasmavs for hardest fall off of all time.
— Matthew Lee Moore (@MatthewLeeMoore) March 11, 2025
@SmithAms025: @SouthwestAir why did you have to take away our hope? You gave us hope during this time and now you’ve proven you are exactly like all the other stingy corporations that will do anything to save a penny. Me along with many others think less of you now and won’t be loyal.
@SouthwestAir why did you have to take away our hope? You gave us hope during this time and now you’ve proven you are exactly like all the other stingy corporations that will do anything to save a penny. Me along with many others think less of you now and won’t be loyal.
— Ashley Smith (@SmithAms025) March 12, 2025
Well @SouthwestAir you have lost my loyalty. Rude and unhelpful employees caused us to miss our flight today. On the heels of no more free bags. Terrible customer service. #SouthwestAirlines
— Nicole Northcutt (@nicolenorthcutt) March 11, 2025
It seems to me that Southwest and its investors made a significant misstep, and both customers and employees are voicing their frustrations. If you flew Southwest yesterday or today, let me know in the comments below what the mood was like on your flight.
And if you’re in the mood for a little reminiscing, here are a few stories we’ve covered about some of the things that have made Southwest Airlines special over the years. Get your tissues ready for some of them.
–Is this Southwest Airlines flight attendant the friendliest you’ve ever seen?
–Southwest Airlines flight attendant draws huge cheers after fun and unique safety announcement
–Southwest Airlines does it again when flight attendant makes bride-to-be cry on flight to Austin
–Southwest Airlines: Viral video shows first graders boarding a plane, many for the first time
–Southwest Airlines flight attendants and passengers make birthday unforgettable for little boy flying alone
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