Southwest's New Baggage Fees: A Threat To Its On-Time Arrival Rate?

Kenji Nakamura

4 min read

Post on May 29, 2025

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Increased Baggage Handling Time

The introduction of Southwest baggage fees has the potential to significantly increase baggage handling time, impacting various stages of the travel process.

Longer Check-in and Boarding Processes

The new fees may incentivize passengers to opt for smaller carry-on bags, leading to several potential bottlenecks:

• Longer security lines: More passengers carrying their belongings onto the plane will increase congestion at security checkpoints, causing delays for everyone.
• Increased gate-checked baggage: Passengers with oversized carry-on bags will be forced to gate-check them, adding to the workload for ground crews and further slowing down the boarding process. This also means more time spent at the gate, potentially missing connection times.
• Boarding gate congestion: The increased volume of carry-on bags will inevitably lead to congestion at boarding gates as passengers struggle to find space in overhead bins. This can significantly extend boarding times.

Impact on Ground Crew Efficiency

The shift towards more carry-on luggage puts a strain on both flight attendants and ground crews:

• Flight attendant workload: Flight attendants will spend more time managing overhead bin space, potentially delaying the closing of aircraft doors and leading to delayed departures.
• Increased ground crew workload: Ground crews will face a larger volume of gate-checked bags, increasing the likelihood of mishandled baggage and delays in baggage delivery.
• Missed connections: Delays caused by increased baggage handling times can lead to passengers missing connecting flights, causing significant inconvenience and impacting overall customer satisfaction.
• Higher error rates: The increased workload could lead to a higher frequency of baggage handling errors, resulting in lost or delayed luggage.

Potential for Passenger Behavior Changes

The new baggage fee policy is likely to influence passenger behavior in ways that could negatively impact Southwest's operational efficiency.

Increased Carry-on Baggage

To avoid baggage fees, many passengers will attempt to squeeze more items into their carry-on luggage. This leads to several foreseeable problems:

• Oversized carry-on bags: Passengers may bring bags exceeding airline size restrictions, leading to disputes with airline staff and further delays at the gate.
• Baggage disputes: Increased arguments between passengers and airline personnel regarding baggage size and weight limits will consume valuable time and resources.
• Departure delays: Resolving disputes over baggage will delay departures, directly impacting Southwest's on-time performance.

Last-Minute Baggage Decisions

The introduction of fees may also prompt passengers to delay decisions about what to pack, potentially leading to missed flights:

• Late arrivals at the airport: Passengers rushing to make decisions about what to pack might arrive late at the airport, missing their flights.
• Forgotten items: The stress of packing under pressure may lead to passengers forgetting essential items, resulting in complaints and increased workload for customer service.

Economic Impact on Passengers and Southwest

The new baggage fee structure could have significant economic consequences for both passengers and Southwest Airlines.

Shifting Travel Patterns

Passengers may opt for alternative airlines with more lenient baggage policies, impacting Southwest's profitability:

• Decreased market share: Competitors offering more inclusive baggage policies might gain market share.
• Revenue loss: Southwest might experience a reduction in revenue if passenger numbers decline due to dissatisfaction with the baggage fee policy.

Increased Customer Dissatisfaction

Negative experiences stemming from the new baggage fees and associated delays could severely damage Southwest's reputation:

• Negative online reviews: Dissatisfied passengers are likely to share negative reviews online, harming Southwest's brand image.
• Reduced customer loyalty: Frequent fliers might switch to other airlines due to the inconvenience and added costs.

Conclusion

Southwest's new baggage fees represent a significant departure from its established model. While the aim is to boost revenue, the potential for increased baggage handling time, shifts in passenger behavior, and subsequent operational disruptions cannot be overlooked. The true impact on Southwest's historically impressive on-time arrival rate remains uncertain, but the potential for negative consequences is substantial. Continued monitoring of on-time performance data and comprehensive passenger feedback is crucial. The long-term implications of these new Southwest baggage fees and their overall effect on the customer experience demand careful consideration. Are these Southwest baggage fees truly worth the risk to their hard-earned on-time arrival reputation? Only time will tell.