Southwest airlines came under fire this week after a passenger exposed the company’s “crazy” baggage policy.
“I just had a crazy experience on your flight!” Dr. Keith Harley Jr. shared via X on August 19. “Your gate attendant did not allow me on the plane, because I had a picture in my hand that was a 8×10 peice of paper basically,” he added, tagging the airline.
Good afternoon, Keith. We’re sorry about any confusion with our carryon policy. You may carry on one bag and one personal item. If the photo was an additional item to the two mentioned, it would be considered a third carryon. Please know you can always put it in one of your… https://t.co/mQmfkYdFNv
— Southwest Airlines (@SouthwestAir) August 19, 2025
“She said it was considered a third item! Really Bad Service.”
While Southwest apologized for the “confusion” Dr. Harley endured, they doubled down on their baggage policy.
“You may carry on one bag and one personal item. If the photo was an additional item to the two mentioned, it would be considered a third carryon,” a rep for the airline responded via X. “Please know you can always put it in one of your carryon items if you wish.”
The airline encouraged the frustrated passenger to send more information as they “expect Employees to be professional and kind in these situations.”
Other social media users were left baffled by the public exchange, with many suggesting the doctor fly with another airline going forward.
“It might be of interest to you that [United] does not count reading material as a carry on. Since what you were carrying had words on it– easy to say it was reading material,” one user tweeted. “They might be a better choice for your future flying needs over Southwest.”
Another responded to the airline, writing, “So you’re saying we should fly United, who would not consider reading material a personal item. Got it.”
Other would-be passengers pointed out the absurdity of Southwest’s policy, with some questioning if a magazine, a toothpick, an iPad or a paper boarding pass would constitute a third item.
Southwest recently updated their baggage policy, ending their long-standing two free checked bags policy. Beginning May 28, passengers were no longer offered two free checked bags with their tickets.
