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What sort of topsy-turvy world are we living in when Southwest is the service leader?

I’m not a hugely price-sensitive customer, which is why I stayed off Southwest until this year (plus they don’t fly to any New York City airports.) But I absolutely hate being nickel-and-dimed. I likely wouldn’t notice if an airline just raised its fares $20 across the board, but I absolutely do notice every time an airline tries to charge me extra for something as trivial as a bag check, buying a ticket over the phone, or packing 51 pounds instead of 49-pounds. Judging by the reactions of customers in line with me, I’m not the only one who notices and has changed my flying preferences either.