During the earnings call<\/a>, Southwest President and CEO Robert Jordan boasted that the first quarter success is \u201cproof that our existing customer base, and the new customers we are attracting, want and are willing to pay for our new products and our product attributes. In other words, they love the Southwest product.\u201d<\/p>\n But the financial gains have not come from an increase in passenger volumes, which have been relatively flat this year. In January<\/a> and March<\/a>, Southwest\u2019s air traffic only increased 3% and 1.2%, respectively, according to Flight Business Intelligence. February data was not available.<\/p>\n Instead, the increased revenue comes from charging for checked bags and up-charges for better seats and other perks. According to Chief Operating Officer Andrew Watterson, the number of customers who were upsold increased from 20% in 2025 to 60% in the first quarter.<\/p>\n Basic ticket holders do not get to choose their seat during the purchasing process, regardless of how far in advance a trip is booked, and are instead assigned a seat at a check-in. They also board last.<\/p>\n The upsells come in three tiers, according to the company\u2019s website<\/a>, and include improved boarding position, same-day flight changes, flights being refundable rather than just credits if you cancel, express lines and, depending on tier, being able to choose your own \u201cstandard\u201d seat, a \u201cpreferred\u201d seat and even an \u201cextra legroom\u201d seat. The top tier, \u201cChoice Extra,\u201d also gets two \u201cfree\u201d checked bags and one free premium drink (but only on flights that are 251 miles or more).<\/p>\n While the changes to the company\u2019s business model have done wonders for Southwest\u2019s bottom line, especially as the industry struggles overall (see the impending bankruptcy<\/a> of Spirit), many customers have lamented the loss of what was.<\/p>\n Customer Complaints<\/p>\n One customer explained how she had a scheduled 4 p.m. flight during a work trip but, having wrapped early, arrived at the airport hours early. A 1:30 p.m. flight was preparing to depart with seats to spare but she was not able to switch to the earlier flight because she had not purchased an upgraded ticket.<\/p>\n \u201cThe basic, regular fare is not enough to have a decent, enjoyable experience anymore,\u201d she said<\/a>. \u201cIf you want decency, if you want something to be enjoyable or not a hassle, they will pull money out of you. Southwest is digging their own grave right now.\u201d<\/p>\n The biggest problem with the new plus-size policy, according to online customer complaints, is that it appears to be based completely on the subjective opinion of the airline\u2019s on-site agents. One flyer described a trip<\/a> during which she said agents bullied her into purchasing an additional seat.<\/p>\n \u201cWhat is the process for you deciding that? Just looking at me?\u201d she asked. \u201cYou have no clue if I can fit in the seat or not.\u201d<\/p>\n Ultimately, the woman was forced to purchase another seat for $176 despite never needing a second seat on previous Southwest flights. The change also moved her away from the upgraded seat she had originally paid for.<\/p>\n \u201cYou can\u2019t just look at someone and determine that they can\u2019t fit in a seat. \u2018Cause, guess what, my fat ass did fit in the seat. My armrest went completely down\u201d she said. \u201cIt\u2019s absolutely disgusting, discriminatory, [and] predatory.\u201d<\/p>\n She lambasted the policy as inconsistent, noting that, on her return flight, her size was not mentioned by a single Southwest employee. She said the airline is essentially shaming and humiliating people into buying an extra seat because they do not want to bring additional attention to themselves by pushing back.<\/p>\n \ud83d\udcf8<\/p>\n Brandon Richardson is an editor, photographer and reporter for the Watchdog. If this work is important to you, please thank him.<\/p>\n In a post on reddit<\/a>, another Southwest customer recounted a flight experience on a plane that was only 25% full. Despite having ample empty seats, half of the passengers were clumped together in a few rows near the center of the plane.<\/p>\n One redditor responded saying the airline was \u201cmaximizing discomfort for those who won\u2019t pay up. This ain\u2019t the old Southwest.\u201d<\/p>\n Passengers also have had issues with overhead bin availability amid the policy changes, including upgraded flyers having the bins over their more expensive seats taken by earlier boarders, according to a Newsweek report<\/a>.<\/p>\n The backlash has been enough for EVP Chief Customer & Brand Officer Tony Roach to send a letter to customers<\/a> to let them know the feedback has been \u201cinvaluable\u201d and that the company is \u201crefining the experience to reward your loyalty while delivering the industry\u2019s best operation reliability and hospitality.\u201d<\/p>\n The refinements, according to Roach\u2019s March letter, include adjusting how boarding groups are assigned, increased overhead bins and designated overhead bins for upgraded seats.<\/p>\n What\u2019s this mean for Long Beach?<\/p>\n It\u2019s unclear what, if any, effect the Southwest shift may have on Long Beach \u2014 passenger volumes could decline or customers may put up with the policy changes in favor of the convenience of the smaller airport over LAX.\u00a0<\/p>\n Southwest began service out of Long Beach in June 2016, holding only four of the airport\u2019s limited daily flight slots. Since JetBlue abandoned Long Beach Airport in 2020 after years of friction with the city, Southwest has grown its footprint exponentially, eventually working its way up to holding 50 of 58 daily flight slots.<\/p>\n Now, for the first time in 10 years, Southwest has relinquished slots. According to an April 13 city memo<\/a>, the airline gave up five of its daily flight slots.<\/p>\n \u201cThe airline did not provide a specific reason for their decision,\u201d according to airport spokesperson Hannah Ortiz. \u201cTypically, choices are based on a mix of considerations such as demand on specific routes, economic conditions, aircraft inventory, and other strategic network changes in the Southern California region.\u201d<\/p>\n Of its daily flight slots, Southwest regularly utilizes 39, according to airport spokesperson Lindsey Phillips.<\/p>\n Airport officials notified carriers on the flight slot waitlist of the newly available slots, but Hawaiian Airlines was the only to make a request. As a result, Hawaiian was awarded two more daily flights.<\/p>\n Hawaiian did not respond to questions about how it plans to use the flights, saying only that \u201cLong Beach is an important market in our combined network, and we will have more to share soon.\u201d The airline currently flies to Maui and Honolulu.<\/p>\n After the shakeup, flight slot allocation sits at: Southwest (45), Hawaiian (4), Delta Air Lines (3), and UPS (2). Four flight slots are unallocated, according to airport officials.<\/p>\n Breeze Airways, WestJet, Allegiant Air and Delta are all on the waitlist but passed on taking additional flight slots.<\/p>\n Regarding the backlash Southwest has faced for its recent policy changes, Phillips said airport staff has not received direct feedback. If customers do have questions or concerns, she said they should reach out directly to the airline.<\/p>\n \u201cAirlines are key partners, and their performance contributes to overall airport activity and revenue,\u201d Phillips said. \u201cWhile the travel industry continues to evolve, we are not focused on any one airline\u2019s policy changes and instead take a broad, long-term view of the market.\u201d<\/p>\n The uncertainty comes at a bad time for the airport as it is already expecting less revenue than anticipated during that last budget season. In a September memo<\/a>, Director Cynthia Guidry noted that commercial passenger activity accounts for 80% of airport revenue and that airline schedules for 2026 saw a 15% reduction.<\/p>\n \u201cWhile passenger demand has remained relatively steady, the aviation industry continues to face broader challenges, including economic uncertainty, higher operating costs and aircraft supply constraints,\u201d Phillips said. \u201cThe airport remains on stable financial footing and is proactively managing through efforts such as monitoring slot utilization, attracting airline service, growing non-aeronautical revenue and controlling expenses to maintain long-term resilience.\u201d<\/p>\n We need your support.<\/p>\n Subcribe to the Watchdog today.<\/p>\n The Long Beach Watchdog is owned by journalists, and paid for by readers like you. If independent, local reporting like the story you just read is important to you, support our work by becoming a subscriber.<\/p>\n ![\"A](\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/05\/SOUTHWEST-TOUR_8889.jpg\")
Passengers board a Southwest flight at Long Beach Airport, Thursday, May 20, 2021. Photo by Brandon Richardson.<\/p>\n![\"A](\"https:\/\/www.newsbeep.com\/us-ca\/wp-content\/uploads\/2026\/05\/SOUTHWEST-HI-SNOW_0733.jpg\")
A Southwest Airlines plane departs Long Beach Airport Thursday, March 2, 2023. Photo by Brandon Richardson.<\/p>\n