02-16-2010
02:43 AM
As a loyal Southwest customer who recently requested a refund for 1/2 my flight as the gentleman next to me need his seat and 1/2 of mine, I have a few comments. Removing an obese passenger is challenging. Why don't you put up a "walk through" similar to the baggage bin (to see if your bag fits) in the gate area to address this issue prior to individuals boarding the flight. I don't disagree with removing a passenger who cannot safely fit in one seat or is using space purchased by other passengers, but it would be less of a challenge for the individual, your employees, and your other passengers to address it before the passenger gets on the jetway.
I recently watched one of your Las Vegas employees address this situation with a passenger prior to departure, and I had to walk away to avoid telling the passenger he had serious issues. Your employee (a gate agent) approached the gentleman as he didn't fit in the seat in the gate area, and the seat was clearly larger than the airplane seat. He was rude an inflexible to the gate agent, and she did a great job of handling a challenging passenger and situation diplomatically. I found the situation easily resolved prior to boarding, and I think this was best for all parties involved.
MY SUGGESTIONS: address it before boarding, don't change your safety/comfort policy, and press the FAA to address this issue for all passengers.
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