The budget airline’s controversial policy changes are more of a hit with employees than consumers—but they’re still projected to drive sales.

Jordan described the new baggage policy as part of a broader transformation designed to meet evolving traveler expectations and improve Southwest's profitability. It is expected to net the airline $4 billion in profit.

Southwest Airlines' CEO Bob Jordan is doubling down on the company's controversial changes ending unassigned seating and free bags for most customers. Both policy changes caused controversy among passengers as they were perks Southwest offered for years.