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

Southwest Airlines made a number of controversial changes - to its boarding process and the addition of baggage fees. What made Southwest different from other airlines seemingly vanished in a few short months,

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.