Southwest Airlines: Bag and change fees are ‘really big irritants’ for customers

    Southwest Airlines chief revenue officer Andrew Watterson affirmed the airline’s position on baggage and change fees, stating: “Bag fees and change fees are really big irritants; they piss the customer off” (Skift, 15-Aug-2018). He pointed out the airline wants “repeat” customers, adding: “And it doesn’t cost 25 bucks or 50 bucks or 100 bucks to check a bag or have a carry-on bag. Really that’s just a way to get more revenue out of the customer”.