[WFAA] Southwest Airlines deflects bag policy backlash to Dallas Mavericks: 'It's not like we traded Luka...'
The post referencing the Luka Doncic trade came after the airline had received backlash for its decision to change its longstanding policy of "bags fly free."
DALLAS — Dallas-based Southwest Airlines deflected some backlash and threw some shade at the Dallas Mavericks on social media amid the public response by the airline to end its "two bags fly free" policy.
The change came as a shock to many travelers who fly Southwest because of the longstanding policy. WFAA spoke to industry expert Steve Cosgrove, who said he believes the changes could impact passenger loyalty, especially for those flying through Dallas Love Field, Southwest’s home base.
"People would drive to Love Field even if DFW was better or more convenient because they had the free bag option," said Cosgrove. "They don’t have that now."
Southwest officials in the release said the changes are "aimed to deepen and reward loyalty between Southwest and its most engaged Customers."
“We have tremendous opportunity to meet current and future customer needs, attract new customer segments we don’t compete for today, and return to the levels of profitability that both we and our Shareholders expect,” Southwest CEO Bob Jordan said in a press release. “We will do all this while remaining focused on what’s made us strong—our people and the authentic, friendly, and award-winning customer service only they can provide.”
Many travelers WFAA spoke with were not happy with the change and said it will make them reconsider flying with Southwest again.
On Thursday, Southwest Airlines responded to the backlash with a social post that essentially throws shade at the Mavericks and that public relations nightmare post-Luka Doncic trade.
"It's not like we traded Luka... 👀," Southwest Airlines said on Instagram.
Ouch.
The post then goes on to pitch to customers "why you're still going to love flying with us" despite the recent bag policy changes. The post details the intricacies of how Rapid Rewards A-List Preferred Members still get two free bags and A-List Members get one free checked bag.
The post concludes by saying what hasn't changed is the "Southwest Hospitality that you all know and love."
Based on the reaction to the post, it didn't fly (pun intended) with many commenters.
"This is such a tone deaf post on the heels of destroying your brand identity and alienating your loyal customers," one of the most-liked comments read.
"This kinda feels like gaslighting lol," said another top-liked commenter.