"This is how you destroy a brand. This is how you destroy customer preference. This is how you destroy loyalty. And this, I think, is going to send Southwest into a financial tailspin," airline industry analyst Henry Harteveldt, of Atmosphere Research Group, told CBS News senior transportation correspondent Kris Van Cleave. "Southwest, with these changes, becomes just another airline."

"When 97% of your customers say they fly you because of your 'bags fly free' policy and you make dramatic changes to it, you are telling almost all of your customers, 'Your business doesn't matter to us anymore,'" Harteveldt said. "We are watching an airline self-destruct. This is the equivalent of deliberately sailing a ship into an iceberg."

https://www.cbsnews.com/news/southwe...ny-passengers/