PASSENGERS set to travel with Southwest Airlines are concerned that they will lose another perk weeks after being given a new fee to pay.
Just weeks ago, the Dallas-based carrier axed its “bags fly free” policy – one of its most beloved passenger benefits.
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Now, travelers with the airline have to pay $45 fees to bring baggage on board after previously allowing two checked bags per passengers for free.
Since the change was introduced in May, customers who aren’t A-list preferred members or flying certain business classes now need to pay $35 for their first checked bag.
Flyers with a second checked bag need to pay an additional $45.
And now it seems that another change is set to hit passengers after Southwest Airlines issued a survey last week to its Rapid Rewards members.
Customers have identified surveys as the trigger of change as one was issued last year about the baggage policy before it was scrapped.
The new questionnaire asks a select group of members about the companion pass offered under Rapid Rewards that allow passengers to choose a person who can fly with them for free.
Traveler Kristy Hanks Strickland whose husband is A-List Preferred with the airline said in a Southwest Facebook Group that they have been using the companion pass for six years.
But now “it seems [Southwest] want to change up the tiers of rewards to 5 levels and only give the highest level the ability to have Companion seat picked at booking.”
“They are so going to start making us pay for every little thing,” she wrote in the post.
“And if in St. Louis you are so F******, we have no other options here.”
“The survey I received had only in one instance and that person was the 5th or top holder, crazy miles and dollars,” she added.
“Like 140k , and another one said 2 top could get 4 companion seating passes.”
“It seems like now Southwest Airlines is now slowly starting to become like any other airlines, and is adding fees and restrictions to make more money for the investors,” another member said.
“Less people will want to fly Southwest Airlines because of these changes. I feel like its no longer about the customers.”
But a Southwest Airlines spokesperson told news outlet Chron that surveys are part of the company’s “due diligence” to know what is important to its members.
“We regularly conduct surveys and collect insights to guide our decisions,” they said.
“We’ll continue our efforts to track preferences and sentiment on many aspects of our loyalty program to ensure we remain competitive and know what our customers and members value most.”
They noted that the survey also includes questions about other tier benefits, not just the companion pass.
The company has been overhauling its business model following the change in passengers’ spending habits since the pandemic.
The U.S. Sun has compiled a list of the four big changes rolled out by Southwest Airlines.
But Southwest is not the only airline rolling out changes with rivals like Delta, United, and American Airlines adding destinations, more expensive seats, and investing in airport lounges.
