Continental's Policy on Large Pooh Sized Customers of Size

[DeeCeeSW]

Anne, I can hear all the "Extra-Pooh-sized" DISers dialing CO now. Why fly Southwest when CO won't make 'em buy an extra seat?

Great idea. I'd better get my fat *** on it right now. Wow, I never cease to be amazed by some of you on these boards. Maybe I'll start my own forum to bash all the stick-figured DISers on the boards.

There's no need to be RUDE.

 

[Chris and Pooh]

Perhaps the Airlines could take it a step further, install bench seats and then charge passengers as an example $200 for the flight and then anyone over 160 pound pays an extra dollar per pound and anyone lighter gets a rebate of a dollar per pound, makes it fair all round then

 

[justplaingoofy]

I truly did not mean to offend anyone. If I did, I apologize. What I was trying to say was that unfornately, one doesn't know if one can fit into the seat until you are already on the plane which may make it embarassing to some. If they put a chair size sample someplace in private so that one could see if they could fit before having to board the plane would be helpful.
Disney has recently done this with one of their attractions.

Again, I am sorry.

 

[HappyLawyer]

i am apalled at your behavior!!!!!!


No, ok just kidding, as a person of size i completely agree with you, that is not right or fair and you should not be punished for that, when i book i know my dtr and mom will be sitting by me and they are both thin so there is not a problem. But if she could have put the arm rest down and just did not want too because she would not be comfy, then i would have had a big problem, that was very poor customer service on the part of the airline, and just rudness on the part of that person. I would have been p - ss-d to say the least.

I would agree with others on here about the rude comments, there are many people over 160 and they carry it many different ways, i will not say my weight, but i will say it's quite a bit but i do not seap over into anyones seat. Please be considerate of others, and not say things that are insulting, because no one is perfect and there is only one that has the right to judge any of us.

back to the op, i know this does not or will not help what happend to you, but i am really sorry it went down that way, i would never be inconsiderate and refuse to put the arm rest down, i am always trying to keep mine down to avoid my dtr from laying all over me, i'm her private pillow so she thinks-lol

 

[HappyLawyer]

I truly did not mean to offend anyone. If I did, I apologize. What I was trying to say was that unfornately, one doesn't know if one can fit into the seat until you are already on the plane which may make it embarassing to some. If they put a chair size sample someplace in private so that one could see if they could fit before having to board the plane would be helpful.
Disney has recently done this with one of their attractions.

Again, I am sorry.

I disagree, i often would wonder before if i would fit but there are some people who know they will not fit, for me, it is a seat belt thing now, i know my bottom will fit, i know the arm rest will lower, but depending on the airline i may or may not need an extener, now here is a good idea that i learned from IOA, they have rides with the seat out from, so you can see if you fit before you enter the ride, i would much rather see before going in because i would be embharassed -how ever u spell it- there should be some type of place where you can go and fit yourself to the seat and make arrangements before hand,.

 

[Marseeya]

I truly did not mean to offend anyone. If I did, I apologize. What I was trying to say was that unfornately, one doesn't know if one can fit into the seat until you are already on the plane which may make it embarassing to some. If they put a chair size sample someplace in private so that one could see if they could fit before having to board the plane would be helpful.
Disney has recently done this with one of their attractions.

Again, I am sorry.

That would be a nice idea. What I did, after I became aware that this was even an issue, was measure my computer seat to compare it to the airline seats. According to those measurements, I won't have a problem at all.

However, SWA's policy is subject to their employees' judgements. Even though I know I'll fit in that seat, I'm still fat and any attendant can look at me before I even get on the plane and make a huge issue of it.

 

[bicker]

No stiff penalties needed.

I disagree. Without stiff financial penalties for not self-identifying in advance, people will still try to work the system, play the odds, and know they can simply plan on not getting caught too often. Also, without stiff financial penalties, without any flexibility allowed, when folks do get caught, they'll still try to weasel out of the penalty.

It is like parking in some neighborhoods: If you just give $5 dollar tickets when you have time to police the area, three or four times per month, then people will just consider the $20 the fee for parking in the area. It's only when you tow, charge a $75 towing fee, make the car owner go down to the impound lot in person, during business hours, and pay a $50 parking ticket on top of the towing fee, that people will stop parking where they're not supposed to.

The real problem with these sorts of situations is the inconsistency in application of the rules. There should be very clear rules, rules that ensure everyone gets at least what they paid for (i.e., the entire 17" of the seat), and the rules should be enforced 100% of the time, without any flexibility.

 

[pearlieq]

Anne, I can hear all the "Extra-Pooh-sized" DISers dialing CO now. Why fly Southwest when CO won't make 'em buy an extra seat?

Wow--that was pretty snotty.

I happen to be one of those "Extra-Pooh-Sized" DISers, and I fully agree with the OP, and COS policies, and abide by them fully. I don't travel without an extra seat, and I wouldn't dream of forcing another passenger to be squished or uncomfortable because I'm larger.

That was really uncalled for to paint all large people with the same brush. I usually really enjoy your posts and think you're very sensible. I'm disappointed in you.

 

[robinb]

For those of you who were offended, insulted or hurt I would like to apologize.

I left the original comment in place because I think editing out what you say is cowardice. Plus, it's been quoted a few times . I didn't write what I did to insult or hurt people. I wrote it as a funny/sarcastic/ironical juxtaposition between CO ignoring their own rules and SWA enforcing their own rules to the hue and cry of many DISers who are considered COS. I was way off the mark.

I didn't write it thinking "How can I hurt as many overweight DISers as possible?!?". I also didn't write it thinking "How many overweight DISers would this insult?" So, in fact, I did not consider how what I said would effect other people. I usually do and I had what I can only describe as a brain fart/disconnect yesterday. I try hard to be considerate of others as I expect them to considerate of me. We all make mistakes and this is one of mine.

PS: I added this to my original post.

 

[pearlieq]

For those of you who were offended, insulted or hurt I would like to apologize.

I left the original comment in place because I think editing out what you say is cowardice. Plus, it's been quoted a few times . I didn't write what I did to insult or hurt people. I wrote it as a funny/sarcastic/ironical juxtaposition between CO ignoring their own rules and SWA enforcing their own rules to the hue and cry of many DISers who are considered COS. I was way off the mark.

I didn't write it thinking "How can I hurt as many overweight DISers as possible?!?". I also didn't write it thinking "How many overweight DISers would this insult?" So, in fact, I did not consider how what I said would effect other people. I usually do and I had what I can only describe as a brain fart/disconnect yesterday. I try hard to be considerate of others as I expect them to considerate of me. We all make mistakes and this is one of mine.

If you'll pardon the pun, that's very big of you.

 

[debden]

Last night I boarded my flight and sat down in my aisle seat in the first few rows of coach.

The couple who were booked into the seats next to me showed up, and I immediately knew there was going to be a problem. They were very large. I got up to let them in, and the woman put up the arm rest between us, then spilled over into my seat by four-five inches. I asked her to put it down, and she declined, stating that she couldn't fit with it down. I immediately went to find a flight attendent. I was told "sorry, it's a full flight and there's nothing I can do." So I asked for a complaint respolution officer.

I had to walk up the jetway to talk to that person. He told me the flight was sold out and there was nothing he could do.

I suggested there were several seats in first class, and he could move them or me. He told me that wasn't an option, unless I wanted to pay the difference. I told him that wasn't an option, and that the situation was unacceptable, and that I wanted a supervisor. He told me that it could take a supervisor up to half an hour to arrive, and they were closing the plane's door in ten minutes.

I told him that he needed to figure something out other than punishing me for being able to fit into a seat. He then had the nerve to tell me he would take me off the plane because he felt that I would be rude to the people seated next to me. I hadn't said anything to her other than asking her to not raise the armrest. I never raised my voice, refered to them as "people of size" rather than many other hurtful names, never cursed. I was very calm, and the only thing I said was that it was unacceptable and the situation needed to be resolved--that I had paid for a full seat and expected the use of a full seat.

Ultimately a connecting flight didn't show up, and there were seats left open, so I was able to move across the aisle to an unoccupied seat.

I think Continental's handling of the situation was unprofessional, bad show, and VERY poor customer service.

If you fly CO, beware that they will allow other people to take over your seat, and not do anything about it.

I will be calling Houston today--the situation was unacceptable, and I want an apology and for clarification of their policy. If it actually is that they don't force large passengers to buy a second seat and allow them to hang into other passengers seat, I'll never fly them again. With the obesity rates in this country, it's pretty good chances that you'll end up sharing your seat in the future.

Anne

ducklite,So sorry this happened to you.That complaint resolution officer (if you can still call him that!) handled the situation very poorly...in fact he did not 'handle' the situation at all! I have a feeling if it had been a man complaining he would have handled it differently....IMHO....
I travel three or four times a year and so far,knock on wood,I have not run into this problem and hope I never do! You handled it with alot of tact and diplomacy.My hats off to you!! As another poster said I would not have handled it as well....
Hopefully Continental can resolve this issue and make sure the next time this happens you get to talk to a 'qualified' CRO...
Debbie

 

[Disneylvr]

I'm sorry you were offended. It was meant as a nod to all the heated discussions in which Anne and I have take part over SWA's policy on making a COS buy an extra ticket. Many people who are COS are upset by SWA's policy and the enforcment of that policy. Many people don't want to buy an extra seat and have said so. Honestly, I agree with you. I think SWA has the best policy ... if there are extra seats, an extra one is yours for free and we'll give you your money back. If there isn't, you'll need to pay for it.

You have to admit that in Anne's case, those fat people were rude and didn't care how their weight effected her.

I don't have a problem with purchasing an extra seat, I have done so and will continue to do so if I am going to be seated in an aisle with a stranger. It isn't fair to them if my hips are spilling in their space. Continental should of enforced their policy and made the COS purchase an extra seat in Anne's situation.

Now that our dd has been added to our family the 3 of us comfortably share a 3 seat section with no problems. I do have issues with SWA in that they make 2 large adults purchase an additional seat each so our famly of 3 would have to purchase 5 seats when we can comfortably share 3. For that reason we choose airlines that have assigned seating.

 

[pearlieq]

Now that our dd has been added to our family the 3 of us comfortably share a 3 seat section with no problems. I do have issues with SWA in that they make 2 large adults purchase an additional seat each so our famly of 3 would have to purchase 5 seats when we can comfortably share 3. For that reason we choose airlines that have assigned seating.

Have you been told this by SWA directly? DH and I would both qualify as COS, but since we travel together, we simply book the seat in between us--we only pay for one extra seat for the two of us.

SWAs contract of carriage specifically states that passengers who purchase a COS seat get to pre board in order to be certain of getting seats together. We've flown SWA many, many, many times and have never had a hassle in doing it our way.

 

[ClarabelleCowFan]

I had the same experience on AA a few years ago and at that point I was supposedly an "elite" level.

AA talked a good game on the phone, but thier total customer service experience is pretty much "we got your money sit down and shut up"

I'm on the AA "no fly" list for speaking up and complaining. Hands down the worst customer service in the airline industry - Continental is a close second. I'm relieved that Delta looks to be okay for a little while longer - I'm elite with them and have never had a problem that wasn't resolved quickly and efficiently.

 

[kaytieeldr]

Have you been told this by SWA directly? DH and I would both qualify as COS, but since we travel together, we simply book the seat in between us--we only pay for one extra seat for the two of us.

SWAs contract of carriage specifically states that passengers who purchase a COS seat get to pre board in order to be certain of getting seats together. We've flown SWA many, many, many times and have never had a hassle in doing it our way.

Actually, I think the COS policy indicates preboarding as a discreet way to check if the passenger needs to purchase a second seat. The published COS policy http://www.southwest.com/travel_center/cos_qa.html states
"Why can't two large Customers share their second seat?
Open seating cannot guarantee that there will be an entire row open for two Customers to sit together and share the middle seat on each leg of the trip. "

 

[seashoreCM]

If [the airline] (snip) then I'll never fly them again.

I'm on the AA "no fly" list for speaking up and complaining. .

Hmm. Is it actually expected you should not fly them again?

Or, put it another way, if you do get some compensation and you do fly them again and you do experience the same problem again, would the airline be entitled to deny compensation the second time?

In my opinion, no, the airline can be expected to give decent customer service with the court system used repeatedly if needed.

As far as getting on an airline's blacklist when it was the airline's fault including poor customer service, I dare say you would have a case for getting reasonable value, not just magazine subscriptions, out of your remaining frequent flier miles.

 

[Alice Sr.]

I'm on the AA "no fly" list for speaking up and complaining. Hands down the worst customer service in the airline industry - Continental is a close second. I'm relieved that Delta looks to be okay for a little while longer - I'm elite with them and have never had a problem that wasn't resolved quickly and efficiently.

Are you kidding? They won't let you fly on their planes because you complained about bad service?

 

[Esmerelda]

I have emailed USAir (my upcoming flight) to inquire about their policy on this topic. I will be very interested to see their response and I will post it if anyone is interested.

The last time I rented a car at National in Orlando, they gave us the worst looking car. It have several scratches...nicks...even a small dent or two. I went around the car three times with my video camera to have proof of what I was driving off in. The guy at the booth was looking at me strangely. Since he had refused to write all of the damages down (or give me anything to document it on)...I took it upon myself to have a very good record of it. I have learned in life that having a camera can be an invaluable tool. I think had I been on the OP position, I would have probably snapped a photo of my seat to have proof of how little of the seat was really mine. Pictures are worth a thousand words.

Edited to add: I was NOT referring to taking a picture of the person next to me...just my seat. If the side of the next person is in the photo and the armrest is up...then I can prove my point to an airline or whomever I need to take it too. I was not trying to embarrass the next passenger...I just want to use my seat that I paid for..end of story.


Esmerelda

 

[ducklite]

I have emailed USAir (my upcoming flight) to inquire about their policy on this topic. I will be very interested to see their response and I will post it if anyone is interested.

The last time I rented a car at National in Orlando, they gave us the worst looking car. It have several scratches...nicks...even a small dent or two. I went around the car three times with my video camera to have proof of what I was driving off in. The guy at the booth was looking at me strangely. Since he had refused to write all of the damages down...I took it upon myself to have a very good record of it. I have learned in life that having a camera can be an invaluable tool. I think had I been on the OP position, I would have probably snapped a photo of my seat to have proof of how little of the seat was really mine. Pictures are worth a thousand words.

Esmerelda

Ummm...well, yes I did have my camera. In fact I was flying back after a photo shoot in NYC. But I use a DSLR and would have had to pull it out, put on a lens, put in a memory card, not to mention it was set for taking photo's in a nightclub, so the ISO would have had to be reset--and for it to be a good shot there are a few other things that would ahve to be set--I was not prepared to take a photo on a plane.

It's not like having a little pocket sized digital I could whip out like in that commerical with Steven Tyler walking through teh restaurant and the girls knocking over the table to take the photo.

Anne

 

[Disneylvr]

Have you been told this by SWA directly? DH and I would both qualify as COS, but since we travel together, we simply book the seat in between us--we only pay for one extra seat for the two of us.

SWAs contract of carriage specifically states that passengers who purchase a COS seat get to pre board in order to be certain of getting seats together. We've flown SWA many, many, many times and have never had a hassle in doing it our way.

I refuse to fly SWA but I have friends that were told this and it was based only on looking at them. They hadn't even boarded the plane. Because the do not assign seats they cannot guarantee two Pooh-Sized passengers can sit together so, at least at some airports, they require them to buy an extra seat each. I am glad your experiences have been different.