02-16-2010
08:10 AM
I think your policy is a good one and is, in fact, quite generous in that if the second seat that you require people of size to buy isn't needed because the flight is not full that you will refund that money to them. What more could people want???
However, as someone who has flown next to an obese person who (technically) could get the armrest down but were nonetheless spilling out all over me, I think that the "armrest test" is not enough.
Depending on the way their weight is distributed, some people of size can get the armrest down but still really encroach on other passengers. Also when they wedge the armrest down like that I fear that they would not be able to get out of the seat easily in an emergency. I guarantee you that this was the case when it happened to me.
While this particular situation was not handled very well from a customer service perspective by your employees, I beg you to please please still require people of size to buy two seats. Besides the comfort of those around them it is truly a safety issue.
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