Southwest Airlines passengers may soon notice a major change at the curb: skycap service is disappearing, and digital self-service kiosks are taking its place at several airports. Once known for its friendly customer service and passenger-first attitude, Southwest is shifting toward automation as part of a larger cost-cutting plan.

For decades, skycaps have been the first smiling faces travelers see outside the airport. These workers helped check bags, print boarding passes, and carry luggage — offering valuable help, especially to families, the elderly, and travelers with mobility issues. While tipping was expected, many flyers considered it worth the convenience.

But now, those human helpers are being phased out.

As of this spring, Southwest has removed skycap service from 10 airports, including San Diego International. In their place are cold touchscreen kiosks that ask for your booking number, not how your morning is going. These machines let you check in and print baggage tags yourself — but don’t expect a helping hand if you’re juggling kids and a suitcase with a broken wheel.

To make matters worse, the airline invited laid-off skycaps to apply for jobs with new third-party vendors. It’s unclear if those replacements will offer the same level of service — or any at all.

Southwest claims that skycaps are still available at 52 other airports, but there’s no promise how long that will last. With the airline under increasing pressure from investors, more cuts seem likely.

The timing of this change isn’t random. In early 2025, Southwest announced it would lay off about 15% of its corporate staff — around 1,750 employees — as part of a broader strategy to reduce expenses. These layoffs followed pressure from activist investor Elliott Management, which has pushed for major changes in how the airline operates.

Along with the disappearance of skycaps, Southwest is also pulling back one of its most beloved perks: free checked bags. Starting May 28, 2025, only Business Select and A-List Preferred passengers will continue to receive two free checked bags. Everyone else? Expect to pay up — just like on most other airlines.

This shift is striking for a company that once ran national ads mocking baggage fees. But now, Southwest is joining the crowd — removing free services and replacing people with machines in a bid to stay competitive.

If you’re flying Southwest soon — especially out of San Diego or the other affected airports — don’t assume someone will meet you at the curb. You’ll likely be on your own with a kiosk.