02-15-2010
06:00 PM
I have been a travel agent for 25 years. I have always loved Southwest for the ease of their policies... easy to book, easy to change reservations, no penalties, no hidden fees, name changes allowed for unused credits for unused tickets, etc. Southwest is correct that it is a long time policy, one that other airlines also have, that passengers must be able to fit comfortably in one seat, or purchase two seats. I am pretty fat myself, but understand this policy and have no problem with it. What I do have a problem with, is the humiliating way Southwest handled this incident. I have also had a client that this happened to on Southwest. It is a huge, and unnecessary embarrassment. Surely, the gate agent can access the size of the passenger, prior to allowing them to board the plane, and explain the policy to them discreetly. May I also say that many of my clients, most of whom are not overweight, purchase a second seat "for personal comfort." Perhaps Mr. Smith purchases a second seat just because he does not want to sit next to another passenger. Anyone who flies knows that coach seats offer very little space, even for the smallest of passengers. Regardless of how you feel about fat people, Southwest was wrong for the way they handled the situation.
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