#CustomerTrust

Southwest Airlines’ recent decision to end its iconic “bags fly free” policy in favor of $35 and $45 fees for checked bags has sparked controversy, demonstrating the high cost a brand can incur by ignoring fundamental consumer psychology, according to new analysis from Forbes. The abrupt policy shift, effective Wednesday, is anticipated to raise revenue by $1–1.5 billion but may cost the airline as much as $1.8 billion in lost market share, raising doubts about the long-term wisdom of the move (Forbes).