The reality of the two seat rule is that it's uncomfortable for those of us who are fat to be squeezed into a seat that's too small for us as well. Having two seats is a benefit that those of us who are larger than one seat appreciate.
This is not about whether or not we have to pay for two seats. Yes, this is a hardship for some people, but there is no one who can legitimately argue that if you use more than one seat, you should pay for more than one seat.
The problem is the way that SWA staff deals with fat passengers. People have been humiliated, forced off of flights in front of other passengers, forced to buy a second seat on a return trip when they fit perfectly well into one seat on their first leg, and it's all based on the subjective "eyeballing" of SWA staff. The policy is not enforced equitably, the policy is not enforced politely. Customers being treated differently based upon which employee they happen to interact with, and customers being treated rudely and cruelly are serious customer service problems, regardless of the root issue that causes the treatment.
Treat people with respect, kindness, discretion and fairness. Have an objective standard that can be determined without embarrassing anyone. None of this is too much to ask, and in fact is the only thing that is appropriate in a service based industry that relies upon consumer goodwill for its continued success. Whether we're talking about passengers who are fat or thin, rich or poor, business or leisure travelers, black or white, male or female is immaterial. Everyone should be treated as if they're the only passenger that SWA will ever have.
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