Southwest Airlines
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Disappointed by Southwest’s Role in Deceptive Chase Card Perks
I expected better from Southwest Airlines. When I applied for the Chase Southwest® Rapid Rewards® Priority Credit Card, I did so under the assumption—based on how the card was advertised—that both I and my authorized users would get the free checked bag benefit. This turned out to be completely false. The real rule? Authorized users only get the free bag if flying on the same reservation as the primary cardholder. This is a huge limitation that was not made obvious in any of the marketing. The fine print technically covers it, but Southwest is complicit in this misleading messaging. The airline promotes the card across its channels and website, using language that implies the benefit is broader than it is. That’s a problem. When customers make decisions based on half-truths, that’s a breach of trust. Southwest could’ve stepped up—clarified things, taken responsibility for how the benefit was marketed, or even helped resolve the issue once I raised the concern. Instead, I was passed off to Chase, who predictably denied everything and refused to help. I’m extremely disappointed in Southwest for allowing this kind of customer experience to be associated with its name. The airline's image has always been friendly and customer-focused. This experience made it feel like just another corporation using loyalty as a trap.