Unfortunately, the enforcement of this policy has made it such that I am too concerned that an ugly incident will occur if I fly your airline. There seems to be no way to know in advance if an overweight person will be hassled, embarassed, bumped from flights or forced to pay for a second seat. I know I fit in a seat with the armrests down, but there are frankly too many tales of people who qualify for this who have still had very bad experiences.
Southwest, your customer service in general is really cool, but this is a big black mark against you. I just can't risk flying with you. Until the rule is clearly understood when purchasing the ticket, and then consistently enforced and predictable, I will be flying with other airlines.
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