Southwest Airlines Community

everyone seems to think that the employees need more training...well no one is offering any input on exactly how to approach someone who needs to buy two seats? no one is offering what to say to the people they are spilling over into their seats while that large Customer is sitting right there? everyone seems to have their opinion on what is wrong or right but it's easy to complain instead of offering real solutions. How and when would you tell that Customer? at the ticket counter with others listening? in the gate area with others watching? at the jet way door in front of other Customers? no one wants to be uncomfortable and wants to put the burden of telling a person they need two seats on the airline...so be it.... but you should be ashamed for criticizing when it's the Customers who've complained to have the policy enforced to begin with.... I'm done with all this...and I will continue to fly Southwest. ... View more

I've read many of the comments both positive and negative but the real issue is not clearly being addressed. It's not that he chose to go standby after already purchasing a second seat on another flight, it's that when he went stanby he should have recieved his second seat on that flight as well. The policy is clear and the fact that he can put the armrest down and not need an extender is not the deciding factor. That only meets the safety portion of the policy. The second seat is purchased for his comfort as well as for those around him. It is ALL refunded even if the flight is full to capacity. This is because on any given flight it may be full or it may not be. In fairness to those traveling alone who may not have a "friend" who doesn't mind if they occupy part of their seat. As for the others who say they didn't mind if he sat there, generally they say that at the time and then complain in private that they really did. I've seen these "Customers of size" linger away from their gate in order to avoid anyone mentioning the policy (that they are well aware of) so that when it comes time to line up they can call "foul" in front of others. If they took the time to inquire in private, they would know they will get all their money back and thanked for being proactive. You can't say to someone today is your "lucky"day the flight is not full and say to someone else "sorry you'll have to buy another seat " at the last minute. I've also overheard the employees telling the Customer that they can have that second seat at the same low fare of the original one purchased rather than a full price to make it as easy as possible to meet everyone's needs. He knew what he was doing the whole time but of course the airline will always apologize for any part they played in the situation. KOODOS for doing your best to satisfy ALL Customers equally. ... View more