Southwest Airlines is currently facing a backlash following its controversial end to the 'bags fly free' policy. Rather than reversing the decision, the airline is engaging in damage control through press releases and an aggressive social media campaign. Recently, a humorous Instagram post referencing local sports angered customers, highlighting a disconnect at a sensitive time. Despite a slight increase in stock prices since the announcement, customer dissatisfaction may impact future sales significantly as loyalty wanes in reaction to changes in policy.
This is such a tone deaf post on the heels of destroying your brand identity and alienating your loyal customers.
This is incredibly tone deaf. I've been a loyal Southwest customer and a RR cardholder for years, but now I'm going to be exploring other options after all of these policy changes.
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