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My fiance and I are currently sitting in the Orlando airport in a state of utter disbelief after having paid $300 at the counter for our checked baggage, which consisted solely of essential clothing and work items. While rules are rules during times of normalcy, this morning represented a repulsive display of insensitive behavior during an otherwise trying time for all.
We needed to check 5 bags because our life is mobile right now, and after pleading with the desk representative, here was the response:
$75 for Bag 1 Overweight
$75 for Bag 2 Overweight
$75 for Bag 3 Overdimension (but underweight)
$75 for Bag 5 (Exceeded 2 Bags/Person).
We paid $337.96 for our combined tickets, and then another $300 at the baggage counter.
This was beyond excessive and incredibly disappointing to witness such behavior from Southwest Airlines during these extenuating circumstances.
During these unprecedented times, we all need to stick together, stay healthy and kind, and not take advantage of people who are just trying to get home and be with their families. We flew down to Florida with the same exact luggage pieces and weights, and Delta did not charge us a cent of overages.
Despite feeling taken advantage of at your check-in desk, we still attempted to tip your agents, as this is not their fault. However, I would expect a better message from the top down at this time.
Product or Service Mentioned: Southwest Airlines Baggage Policy.
Monetary Loss: $300.
Preferred solution: Full refund.
Location: 1 Jeff Fuqua Blvd, Orlando, FL 32827