For us COS on Southwest following the rules

[kamcgrory]

My husband followed all of the rules and policies on Southwests' COS website. But since they oversold the flight, they took away his extra seat, even though it had been pre-paid for. So, even though he was following SW policy according to their website
"Customers who encroach upon any part of the neighboring seat(s) may proactively purchase the needed number of seats prior to travel in order to ensure the additional seat(s) is available. The armrest is considered to be the definitive boundary between seats; width between the armrests measures 17 inches. The purchase of additional seats serves as a notification to Southwest of a special seating need, and allows us to adequately plan for the number of seats that will be occupied on the aircraft. In turn, this helps to ensure we can accommodate all Customers on the flight/aircraft for which they purchased a ticket and avoid asking Customers to relinquish their seats for an unplanned accommodation. Most importantly, it ensures that all Customers onboard have access to safe and comfortable seating. You may contact us for a refund of the cost of additional seating after travel. Customers of size who prefer not to purchase an additional seat in advance have the option of purchasing just one seat and then discussing their seating needs with the Customer Service Agent at their departure gate. If it is determined that a second (or third) seat is needed, they will be accommodated with a complimentary additional seat(s)"
, they still did as they felt.

Since of course I was sitting next to him, and I am not petite, but certainly do not take more than my space, had to share my seat with him, so I was pressed up against the window for 4 hours. We paid for the extra seat for a reason. But SW can take it away when they want? So for everyone out there feeling like they got robbed of seat space when they thought the person next to them should have purchased an extra seat, please don't think that they may not have.
Please, no haters. We are embarrassed and upset about this as it is. We were not headed to Disney, and he is also an A+ member of SW. Thank you for just being a sounding board, and God Bless.

 

[sam_gordon]

I'm sorry you experienced this. But think about the alternative for a moment... if they would have allowed you to keep the extra seat, that means someone doesn't make that flight.

 

[kamik86]

Were you given the compensation like someone that was bumped from a flight involuntarily? That is what I would expect would need to happen.

This has been something I wondered about because if you insisted on keeping the seat you paid for that would mean someone has to be bumped and if your the one saying you wont give up the extra seat I would imagine the airline would choose to bump you.

 

[rwdavis2]

Did you call and get clarification?

 

[seashoreCM]

The airline did not follow its rules, although it may have been an oversight or due to inattention on its part.

The airline should have (probably would have) given your husband back his second seat provided you, complained about his taking part of your seat, prior to departure. You would have been within your right to use my suggested procedure of summoning the captain and ground complaint resolution officer for a conference as a last resort prior to departure.

One theoretical next step would be that your husband would be singled out for deplaning for taking up two seats but he has the instant defense of having booked two seats in advance.

If your husband booked and took two seats causing someone else not make the flight, then that is standard operating procedure. The optimum method of resolving this is, if the flight was oversold with DH holding both his boarding passes, they should ask for volunteers.

In this specific case I would write for compensation even without having the aforementioned complaint. Having both DH's seats refunded in cash looks reasonable to me.

 

[PlutoPony]

Post this question on Flyertalk. The Southwest forum is very active and there are several COS who post there regularly. They are very well versed in SW policies and will give you a better answer than you can probably get by contacting SW.

 

[NotUrsula]

Write to SWA (yes, snail mail!) and let them know what happened. Include the date, the departure airport and the flight number. Clearly state in the letter what reasonable compensation you would like to have (extra miles, a voucher for a free second seat on another flight, etc.).

IME, SWA corporate is very good about responding to situations like these, and will make it a point to review the case and educate the agents in question if they failed to properly follow policy.

 

[lost*in*cyberspace]

I'm sorry you experienced this. But think about the alternative for a moment... if they would have allowed you to keep the extra seat, that means someone doesn't make that flight.

So? How is this relevant? The seat was not available for anyone else, period. It's the same as if a person was actually sitting in the seat.

OP, you absolutely need to send a formal complaint to Southwest:

https://www.southwest.com/contact-us/contact-us.html

 

[PatMcDuck]

Once we paid for 2 airline seats on Continental (now its United). Assigned seats, next to each other, we paid for both. DH and a friend. Friend dropped out at last minute, no refund available. DH thought, "well, at least I can spread out and use the extra space that I paid for"..... NOPE. They resold that seat to someone else. Which is fine, if they would refund the $$ paid to DH (I am sure they charged that new person much more than what we paid). I am saying, if they are able to resell the seat, refund the cancelled ticket......

 

[maxiesmom]

Once we paid for 2 airline seats on Continental (now its United). Assigned seats, next to each other, we paid for both. DH and a friend. Friend dropped out at last minute, no refund available. DH thought, "well, at least I can spread out and use the extra space that I paid for"..... NOPE. They resold that seat to someone else. Which is fine, if they would refund the $$ paid to DH (I am sure they charged that new person much more than what we paid). I am saying, if they are able to resell the seat, refund the cancelled ticket......

That is a bit different. Your DH wasn't intending to take up the space of 2 seats, as the OP's husband needed to do. They purchased 2 seats for 1 person, which Southwest advises you can do.

 

[Jestocost]

Once we paid for 2 airline seats on Continental (now its United). Assigned seats, next to each other, we paid for both. DH and a friend. Friend dropped out at last minute, no refund available. DH thought, "well, at least I can spread out and use the extra space that I paid for"..... NOPE. They resold that seat to someone else. Which is fine, if they would refund the $$ paid to DH (I am sure they charged that new person much more than what we paid). I am saying, if they are able to resell the seat, refund the cancelled ticket......

That seat did not belong to your DH and was never his to use. When the friend failed to appear for the flight it was subject to the airline's no-show policy and reassigned accordingly.

 

[supersnoop]

Once we paid for 2 airline seats on Continental (now its United). Assigned seats, next to each other, we paid for both. DH and a friend. Friend dropped out at last minute, no refund available. DH thought, "well, at least I can spread out and use the extra space that I paid for"..... NOPE. They resold that seat to someone else. Which is fine, if they would refund the $$ paid to DH (I am sure they charged that new person much more than what we paid). I am saying, if they are able to resell the seat, refund the cancelled ticket......

When you buy a plane ticket, you're buying "transportation," not an actual seat.

 

[bumbershoot]

if they would have allowed you to keep the extra seat, that means someone doesn't make that flight.

They have people buy the seats for their comfort and for the comfort of others. If the OP's husband had been traveling alone, then a stranger would have been sitting next to the OP's husband, and that's not fair for him or the stranger, since the husband had been trying to follow their rules.

What they did is seriously not OK.

 

[goofy4tink]

So? How is this relevant? The seat was not available for anyone else, period. It's the same as if a person was actually sitting in the seat.

OP, you absolutely need to send a formal complaint to Southwest:

https://www.southwest.com/contact-us/contact-us.html

Have to agree. SW has now booked that seat twice. Was the OPs dh refunded the price of that second seat? And even so.....I truly think some form of compensation is due them. This is a case where that extra seat was needed. SW knew how many seats were already 'sold' on that flight. They oversold the flight, pure and simple.

 

[sam_gordon]

So? How is this relevant? The seat was not available for anyone else, period. It's the same as if a person was actually sitting in the seat.

OP, you absolutely need to send a formal complaint to Southwest:

https://www.southwest.com/contact-us/contact-us.html

They have people buy the seats for their comfort and for the comfort of others. If the OP's husband had been traveling alone, then a stranger would have been sitting next to the OP's husband, and that's not fair for him or the stranger, since the husband had been trying to follow their rules.

What they did is seriously not OK.

You are both of course correct. I would hope at the very least the OP gets refunded the cost for the extra seat they purchased.

 

[PlutoPony]

COS normally get their 2nd seat refunded, that's part of the process.
This is clearly a violation of SW's COS policy. It may well be an IDB situation with additional compensation due.

 

[seashoreCM]

... a voucher for a free second seat on another flight, ....

Don't ask for this one. When applicable, you get the second seat free anyway (advance booking required with or without a voucher) so granting this request equals (is synonymous with) giving you zilch, nothing, nada.

DH should receive immediate cash refund (well, a reasonably timely credit back to his credit or debit card) for the revoked second seat he booked, as standard operating procedure. On top of that there should be compensation for your not having a seat to yourself.