Size issues have once again resulted in a passenger being forced from an airline. The most recent episode was last week on a Southwest Airlines flight from Las Vegas to Sacramento. A 5-foot-4, 110-pound woman had already stowed her bags and was buckled in her seat when she was asked to leave the plane to provide room for a large person to sit in two seats. The late-to-arrive large person was a 14-year-old girl whose parents had only purchased one seat, a violation of the airline’s “Customer of Size” policies.
The passenger said in an interview with the Sacramento Bee that she was surprised when she was told to deplane, and airline employees berated her for expressing irritation. "It didn't seem right that I should have to leave to accommodate someone who had only paid for one seat," she said.
"We know this was awkward and we should have handled it better," said Southwest spokeswoman Marilee McInnis, adding that normally the airline would ask for volunteers to give up their seats. In this case, however, flight attendants may have been rushing to make room for the teen in order to save him from embarrassment.
Southwest is the same airline that made headlines earlier this year when it removed blogger and director Kevin Smith from his seat for being too large and needing to “squeeze” into his seat. Southwest said his removal was for the "safety and comfort of all customers," maintaining that a large person could block passengers seated nearby from exiting quickly in the event of an emergency.
Southwest generally requires large passengers to buy two tickets. The airline has even gone so far as to now have an online “Customer of Size” FAQ (Frequently Asked Questions) document. It addresses multiple concerns, including whether a pregnant woman has to buy two seats: Southwest says a pregnant woman does not occupy two seats if she can lower the armrests. While the policies only apply to Southwest, they could influence other airlines to adopt similar restrictions.
Southwest Airlines “Customer Of Size” Policy Information
Why ask large Customers to purchase additional seating?
We could no longer ignore complaints from Customers who traveled without full access to the seat purchased due to encroachment by a large seatmate whose body extended into the neighboring seat. These Customers had uncomfortable (and sometimes painful) travel experiences, and it is our responsibility to seek resolution to prevent this problem.
What is the cost of the additional seating?
If the Customer is holding an advance purchase, discounted fare, the second seat will be sold at the same discounted fare. If the Customer has purchased one of our low, unrestricted full fares, the second seat will be sold at the Child’s Fare.
What is the definitive gauge for a Customer of size?
The armrest is the definitive gauge for a Customer of size. It serves as the boundary between seats and measures 17 inches in width. Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seating should proactively book the number of seats needed prior to travel.
I am a large person and use a seatbelt extension, but I fit in one aircraft seat. Do I have to purchase two seats?
Our policy does not focus on weight, and the seatbelt extension is not the determining factor. We use the ability to lower the armrests as the gauge, as the armrests are truly the definitive boundary between each seat.
Are all overweight people subject to the policy?
Many Americans are "overweight" or "clinically obese." A number of overweight or obese people occupy only one seat. In fact, many Customers may use a seatbelt extension but occupy only one seat, and these Customers would not be asked to reserve a second seat. If a Customer cannot lower the armrest (and is unable to comfortably travel with it in the down position), he/she is required to pay for the additional seat occupied. Again, we will offer a refund if the flight does not oversell.
I’m large but can be seated with the armrests down. Aren’t your Employees wrong to question me?
If a concern exists, we shouldn’t ignore it even if it’s difficult for both parties to discuss. Condoning an unsafe, cramped seating arrangement onboard our aircraft is far more inappropriate than simply questioning a Customer’s fit in our seats.
Why not make your seats wider or add a few wide seats on your aircraft?
Our ongoing goal is to operate a low-fare, low cost airline, and the costs of reconfiguring our fleet would be staggering and would ultimately reflect in the form of higher fares for our Customers. Purchasing two seats on Southwest Airlines is significantly less expensive than purchasing one first class seat on another airline.
If a flight is "open," why are you charging for an additional seat?
A Customer of size has no way of knowing at the time of booking if his/her flights will be full. The inconsistency of charging for the extra seat on one occasion and not others leaves the Customer not knowing what to expect and not having a full understanding of our policy. Thus, we require the additional purchase despite booking levels.
Why can’t two large Customers share their second seat?
Open seating cannot guarantee that there will be an entire row open for two Customers to sit together and share the middle seat on each leg of the trip.
Why can’t a large Customer sit with a family member who doesn’t mind being encroached upon or a small child/person who doesn’t take a full seat?
Open seating cannot guarantee that two people will be able to sit together. In addition, we must treat the smaller person (despite willingness or personal relationship) as a valued Customer who deserves the use of a full seat. Most importantly, we have to consider the safety aspect of the family member whose movement (especially in the event of an emergency) could be compromised if encroached on by a large seatmate.
If a Customer has broad shoulders, will he/she have to buy a second seat?
If a Customer cannot lower the armrests, the additional purchase is necessary. Simply having broad shoulders would not necessarily prevent another Customer from occupying adjoining seat. The upper body can be adjusted, but the portion of the body in the actual seating and armrest area doesn’t have this flexibility.
Why isn’t this information on your tickets, referenced on the booking/reservations pages of your web site, or questioned by your Reservations Employees?
We estimate that the Customer of size policy affects far less than half a percent of our Customers, and ultimately, it is the responsibility of a Customer with a unique and unusual need to communicate with us upfront so that we may best serve him/her and all others onboard. We won’t know of an unusual need unless the Customer tells us.
Resources:
Southwest Airlines Boots Skinny Passenger Off Plane for Fat Passenger
http://abcnews.go.com/Travel/fat-fly-southwest-airlines-skinny-woman-booted-off/story?id=11262521
Petite Flier Booted Off Southwest http://www.sacbee.com/2010/07/24/2911747/petite-flier-booted-off-southwest.html#ixzz0uwnaNZ5R
Southwest Customer Of Size FAQ: http://www.southwest.com/travel_center/cos_qa.html