I have experienced a similar situation. This past August, I flew my family to Vegas to celebrate my youngest child’s 21st birthday. I purchased our entire trip, round trip tickets, hotel and car, for six online via the Southwest Airline website.
Our flight to Vegas was uneventful. However, our flight home was the most publically humiliating experience of my entire life. As I was ready to board the plan, the SW employee stopped me at the entrance to the plane, stacks of people behind me, and tells that I would have to return to the ticket counter and purchase a second ticket. Now, I had already been to the ticket counter to check my luggage, employees there saw me, knew what flight I was taking and never said a word. I made it through security, no one said a word (not that they would), but now I’m getting on the plane and you are telling I have to go back through security, back to the ticket counter and purchase a second ticket? Then I was asked if I could bring the arm rest down while seated. I explained that I could, but that it was uncomfortable. The employee said that he didn’t believe I could bring them down. So, I’m fat and a liar. And everyone waiting to board the plane is hearing this. It was humiliating.
When I asked why I hadn’t had to buy a second ticket to come to Vegas, but had to buy one to return home, the employee couldn’t answer. He did say that maybe our flight here was fully booked. He further explain the policy, and I do understand why it’s in place and agree.
I had heard of others having to buy two tickets where weight was an issue. While purchasing our tickets, I never saw anything prompting me to even give it a second thought. Maybe a question of girth should “pop” up at the time of purchase in case you fail to realize you should be purchasing a second ticket. I don't know...
Yes, the website indicates that you need to read the terms and conditions, etc., which is not an excuse, but really, who reads all that stuff. I’ve flown in airplanes my entire life without a problem, but have never been this heavy.
For me, I failed to realize I needed to purchase a second ticket, but the entire situation could have been handled more professionally, more discreetly. I would have purchased a second ticket, but honestly didn’t realize I qualified, but I do now…thank you Southwest setting me straight.
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