It seems to me that the customers should not be allowed on the plane if they know it will be over the limit. The Southwest agent waited until the last minute. She knew how many passengers there were prior to boarding and could have addressed it then.
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I was on a flight out of Buffalo to BaItimore. The flight was full, with 143 seats occupied. After everyone is boarded, the gate agent gets on and announces that 5 people had to get off or the plane could not depart. The gate agent said it was because of the weight with all of the passengers. I am curious about this because I fly SWA frequently with a completely full plane. In the past year I flew 25 round trips, of which about 75 percent were full, with every seat occupied I never heard any mention of before of the plane being too heavy with all the seats occupied. Is this a new policy that all the seats cannot be filled? My question is why did the agent allow all 143 passengers to Board and then get on and announces that passengers had to get off? If there are only 138/143 seats truly available then you should only book to 138. Seems like very bad service. Also she told the passengers that there was another flight available at 7 pm, but that flight was actually cancelled. For reference this was Flight 1794 from Buffalo on May 15, 2018.
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