As an airline employee I must say that dealing with this issue is the hardest part of the job. For those who have never been put in that situation you really have no room to respond to the issue. Each passanger is different and all people carry their weight differently which makes it even harder to approach when needed. We all do our best and are as sympathetic as we can be in such a sensitive situation. Before commenting on this I highly suggest reading the policy when it comes to this issue because Southwest unlike many other airlines is highly accomadating when it comes to refunds for the second seat.
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