03-19-2021
11:33 AM
And now... the rest of the story: I received a response from SWA on 03/18/2021. ... "Customers who encroach upon any part of the neighboring seat(s) may proactively purchase the needed number of seats prior to travel in order to ensure the additional seat(s) is available. The armrest is considered to be the definitive boundary between seats; width between the armrests measures 17 inches. That said, our Customer of size policy is designed to ensure the Safety and comfort of all Customers onboard our flights. We have given our Agents guidelines for helping them assess if a Customer may be in need of a second seat, and we rely on them to maintain consistency in our application of this policy.".... As stated before, this isn't about the funds (which SWA refunded). I would gladly pay for an extra seat so I and seat mates could be more comfortable. While the policy appears clear that the definitive boundary between seats / armrests is 17 inches... I guess the gate agents have a superpower ability to make the assessment of size. I'm unclear why SWA doesn't allow people to pay a non-refundable fee for an extra seat to make everyone more comfortable.
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Well... I've followed the complaint process and received a refund, however never received any correspondence about the extra seat policy. Personally, I think SWA should create a new, non-refundable fee set for extra seat so anyone could purchase one. It would be a win-win... SWA could keep the revenue and passengers could be more comfortable on both sides of the arm-rest.
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02-23-2021
08:45 AM
As I stated... I've been a raving fan of SWA and often refer to them as a role model for their culture. Heck, when COVID first started... I called SWA to donate some money hoping that any little bit would help. I've submitted a complaint requesting a refund and additional clarification about their policies to ensure this doesn't happen in the future.
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02-22-2021
01:46 PM
Sorry for the long post.. I have been a raving fan of SWA for many years... however, an incident that occurred yesterday is making me question my relationship. Over the years, I have gained a few pounds, which I've recently has made traveling less comfortable. I realized that I couldn't have my arms next to me without infringing on the person next to me... so I either need to lean forward or cross my arms. I don't particularly appreciate it when the person sitting next to me has their elbows touching my stomach. (While I don't feel obese, my doctors tell me BMI is over 35, and, wear XXL Shirts and size 40 pants at 5'9") So, I finally decided to purchase an Extra Seat for my and my seatmate's comfort. I called and made the reservations which went well. When I checked in for my flights, I received a security document to get through TSA and directed the gate agent. I presented my confirmation numbers and the boarding documents I received, and the gate agent said, "you don't look fat enough" for the extra seat. I explained that I don't particularly appreciate having my arms squished and that to support SWA, I purchased a non-refundable Business Select Extra Seat. She eventually "approved" and printing my boarding pass and reserved seat ticket. Upon boarding the flight (Business Select A2), the person scanning in the tickets said I needed to leave the boarding and visit the gate agent. The gate agent said the flight was full and that I couldn't have the extra seat. Eventually, I asked for a refund of the ticket and let me board the flight as they ended the A section. Once the flight was fully boarded - I noted several vacant middle seats directly around me. So, their reason for denying my extra seat was incorrect. I was embarrassed and horrified at this entire process. Do the gate agents have the ability to accurately guess a customer's weight and size to determine if a second seat is allowed? I want to know what special training the gate agents have and how they apply the rules. (this is not a money thing... my wife and I look for flights that meet our requirements for connecting airports and times. We often fly American Airlines First Class for my comfort. )
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I too rely upon Wi-Fi on flights during working hours. Most of the time it works great... but, there is no guarantee. I don't know the underlying technology that allows me to use Wi-Fi at 38,000 feet... but, I've got to assume it's rather complex - so, I tend to be more forgiving to airlines than I am for my home internet provider. I was an American Airlines weekly flier and their system would cut out 1 hour offshore. I am much happier with SWA's Wi-Fi performance.
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Amazing flight attendant! She was so helpful to everyone... helping place bags in overhead bin; holding coffee cups for people so they could get into their seats; and even holding a baby to allow the mother to get settled in. I was so impressed that I gave her my last Kick Tail certificate! (how do I get more?) Question: how do you find employees like that? please share the secret sauce so I can forward to my HR team! Thanks! Len
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07-27-2019
05:12 PM
07-27-2019
05:12 PM
I’ve been wondering the same thing. It was announced and then disappeared!
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