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Southwest Airlines' long-running free bags policy has had a welcome side effect: Its fliers were less likely to complain about having to gate-check their carry-ons.
But the airline's newest policies, which take effect late next month, could change that, since travelers who soon will have to pay for bags likely will be more inclined to battle for space in the overhead bins. That, in turn, could mean more grumbling from passengers who wonder why they're asked to check bags—then see bins that appear less-than-full once they board.
"We do expect a decrease in checked bags at the ticket counter," a Southwest spokesperson said in a statement provided to Investopedia. "However, we are working to keep the travel experience seamless and as hassle free as possible for our customers and our employees."
This is a common complaint with U.S. Airlines. Karah Preiss of Delta Air Lines(DAL) posted her frustration on X in September last year, after she was “forced to gate-check only to see a bunch of empty overhead compartments when I got on the plane.” Hate having to wait on a bag that I didn’t check.
"Across the industry, boarding is the most consistent barrier to an on-time departure and the boarding process can be slowed down by customers needing extra time to store their bags due to lack of overhead storage," a Delta spokesperson said in a statement to Investopedia. "We use optimization tools to predict when overhead storage will be full, and while sometimes customers are required to check their bags at the gate, it is always a last resort."
Last fall, I had the same experience after flying from New York City to Boston. The gate agent announced that passengers in higher-numbered boarding groups would have to check carry-ons because there wouldn't be overhead bin space when it was their turn to get on the plane.
I followed the instructions, but there was still plenty of room, even directly above my seat, when I got to my row at the back of my plane. I had to wait for my bag almost as long as I waited in the air.
Why does this happen? Travel expert Gary Leff of View From the Wing has written extensively about the topic over the years, saying that the issue is "one of the two most common airline complaints (after nicked luggage) that’s accompanied by photos."
Leff attributes part of the problem to agents who "don't want to gate check bags at the last minute when it might delay the flight" by a few minutes; they'd rather check the bags pre-emptively, the thinking goes.
"There's little incentive to make sure customers can get on with their bags," Leff adds. "There's every incentive to avoid low ratings for delayed flights a gate agent is working."
Southwest Airlines Has Largely Avoided These Complaints—Until Now
Southwest Airlines (LUV), until now, has not been criticized by passengers for this. Southwest Airlines (LUV) has always allowed two free checked baggage.
However, Southwest announced in March—following months of disputes with activist investor Elliott Investment Management—that it will be implementing radical changes, including charging for checked bags. Leff expects the Dallas-based carrier to increase “carry on confiscations”.
As such, Southwest may join its peers in getting tagged on social media posts when customers are forced to gate check their bags and then discover that there's plenty of overhead bin space—which could hit anyone from an everyday traveler to the occasional pro wrestler.
