Sunday, July 12, 2009

Thoughts on the Law of Unintended Consequences: Luggage

Most airlines now charge a $15 fee for checked baggage. The rationale behind the decision is simple: if everyone checks a bag for $15, it adds up to quite a bit of money.

Unintended consequence: to avoid the checked baggage fee, many people are now switching to carryon-only travel. This increase in carryons creates havoc while people are boarding the plane. Boarding takes longer, turnaround time is slower, and customer satisfaction decreases.

So was it worth it?

2 comments:

Shelly said...

NO!

Matt said...

Heck no! I typically fly Southwest as they are the last of its kind - not charging for luggage! It pains me to fly other airlines for the very reasons you list - turn around time and carry on debacles. I love SWA!