Well, that was embarrassing -- SWA COS ticket (Update p. 24)

[Marseeya]

Mind if we revisit the SWA COS issue?

I decided that, even though I had no problem sitting in a computer chair that measures just shy of the seat measurements of the SWA seats, I was taking no chances in being embarrassed at the airport. I called SWA to book an extra seat for myself and the woman I spoke with was rude, condescending, and just flat out nasty. She was friendly and polite until I told her that I wanted to book an extra ticket as a COS, and then she just went cold. I originated the call with dignity, and ended it feeling less than human.

All for doing the "right thing."


I would appreciate it if someone here could explain pre-boarding to me. I tried asking this woman how it would work for me, and she acted like I was a complete idiot with mush for brains. Every time I tried to ask her a question or make a comment, she would cut me off. The only thing she would tell me was that I would get on the plane early so the flight attendants could buckle me in with a seatbelt extender. I've never needed a seatbelt extender in my life. I honestly think this would be easier if I were heavier because then it would be very CLEAR to me what's necessary. I hate being at a point where it could go either way.

When it's time to pre-board, is it going to be a big display with everybody watching? Do a lot of people do it? Do you think I'll end up separated from my family?

The one big thing I'm worried about is not being able to sit with my DH and the kids. Neither kid has flown (DD is 10 and her friend is 9) and they are both scared to death. I'm scared to death as well, and I'm so dreading this experience. I can't imagine having to sit by myself when I'm feeling that frightened, let alone having to worry about the girls.

I've been looking forward to this trip for months and now all I want to do is cancel it and stay home.

 

[goofy4tink]

First, here's hoping this thread stays pleasant!!!
Secondly, I'm really sorry you had a CSR that was this way. Sheesh, you were only trying to do the correct thing. I can't tell you what to expect at the airport though. I would try to get to the gate as early as you can, in order to get things figured out with the least amount of 'upet' as possible. Yes, there are wonderful people working the gate areas, but you can run into someone who is les than easy to work with. If you get there early perhaps you can head off any issues.
Perhaps someone else has had a similar experience and can give you some advice.

 

[kaytieeldr]

First - do NOT NOT NOT cancel anything! If you have not already purchased the second ticket (and personally, I don't think you need one) and still want to, call back. ANY time you get treated the way that so-called customer 'service' person reacted, simply hang up and call back. The chances of getting the same twit on the phone are small - and if you did, just request a supervisor. In fact, if you noted her name, I'd call and discuss the entire issue with someone in authority, but that's not why you're posting I'm wondering if she's ever even been on a plane
The flight attendants will NOT buckle you in, period.
This is from Southwest's Customer of Size Guidelines: "The Customer who has purchased two seats must be an active participant in preserving his/her additional seat. We encourage Customers of size to preboard to locate adequate seating, placing the Reserved Seat Document in the adjacent seat." I believe, although I couldn't find it on the website, that your entire party can preboard with you (unlike families with small children flying to or from Orlando, where preboarding may restrict party size or be suspended altogether).
Go on line 24 hours before your flight and print your boarding passes. This will pretty much ensure that you all get in the "A" group, unless you're boarding a connecting flight that already has passengers aboard - in which case they may end up with "B" passes and while you might not all be able to sit together, you should be able to get seats near each other. On your return, 24 hours before departure, ask at your hotel's front desk if they can/will print your boarding passes.

 

[Lewisc]

Since you can sit in a standard computer chair and don't need a seatbelt extender I doubt your really need a second seat.

Whenever you get a rude employee at any company you should just ask to speak to supervisor.

You'll be given a reserved sign to put on your second seat. The seats are 3 across, since you have 2 other people traveling with you only one can sit next to you. The best choice may be for you to take an aisle seat, use your second seat as the middle seat and have your DH and kids sit in the row across the aisle from you.

Make sure you keep the form and instructions for getting a refund if the flight isn't full.

 

[ducklite]

I'm so sorry this has happened to you.

When you arrive at the gate area, you'll need to go to the gate agent and show them that you've purchased a second seat, and they will give you a reserved placard for your second seat. You will also be allowed to pre-board, and probably have at least one of your kids with you while you do.

ETA: As you board the flight the FA's will be in the front by the door--because you are preboarding there won't be a huge line of people behind you, and you can discreetly ask the FA's for a seat belt extender which they can usually hand you right then and there. If you don't need it you can slip it into the seat pocket in front of you. If you do need it, you won't need to use the call button to ask for it where others will hear.

Have a great trip!

Anne

 

[Marseeya]

Thanks for the responses. Frankly, I'm just glad this happened over the phone rather than in person. I know it sounds like I'm making a big drama over this, but believe me, I'd rather get it all worked out now than to have to go through it then.

Lewis, I don't believe I need a second seat either from everything I've been hearing about, but I would rather spend the money than to take the chance. I can understand that it's difficult for the airline to come up with some standard we can go by other than a flight attendant's judgment. It's all very subjective, I think.

Oh, and one other question I had that I didn't get an answer to from the customer service agent. I had asked her what would happen in flight if one of my family members wanted to come over and sit by me. I'm sure not going to chase them away, but I just don't know if it'll be an issue. The woman I spoke with told me that it was my seat and nobody could take it, and that's all she would say on that issue. My DD is a sweetie and still likes to be close to her mother.

Anne, I like the idea of asking them for a seat extender like that. I just don't like to draw attention to myself, and I've been that way since I was a thin person. Plus I was mortified to imagine the FAs having to come over and help me with this when I think I'd be more than capable of doing it myself. I'm glad to hear from kaytieeldr that they won't do this.

 

[simpilotswife]

I usually ask one of the FAs for a seatbelt extender on the way through the cabin. If they don't have it immediately available I give them my row number and they bring it. I also give it back to them on the way out so that they don't need to go looking for it.

 

[Lewisc]

The standard is objective, can you completely fit in the seat with the armrest down. The GA judgment might cause you to have to board the plane and demonstrate that you don't need a second seat. Would you rather an employee use a tape measure and scale to determine if you need a second seat based on an objective standard? I'd think that would be more embarrassing. Based on passengers I've seen SW allows large passengers to book one seat.

Look at it this way, there is a good chance you'll get a refund and you'll have something most of us would like, two seats for the price of one.

I can understand that it's difficult for the airline to come up with some standard we can go by other than a flight attendant's judgment. It's all very subjective, I think.

Oh, and one other question I had that I didn't get an answer to from the customer service agent. I had asked her what would happen in flight if one of my family members wanted to come over and sit by me. I'm sure not going to chase them away, but I just don't know if it'll be an issue. The woman I spoke with told me that it was my seat and nobody could take it, and that's all she would say on that issue. My DD is a sweetie and still likes to be close to her mother.

Anne, I like the idea of asking them for a seat extender like that. I just don't like to draw attention to myself, and I've been that way since I was a thin person. Plus I was mortified to imagine the FAs having to come over and help me with this when I think I'd be more than capable of doing it myself. I'm glad to hear from kaytieeldr that they won't do this.

 

[NotUrsula]

Preboarding will be easy. You must go up to the gate agent to show that you've purchased a second seat, and they will give you a preboard sleeve and a reserved seat placard. You may board with at least one companion, and they may let others of your party on, too; just say, "I'm in a party of #, may any of them preboard with me?" If your child boards with you just put the child in the window seat, yourself in the aisle, and the placard in the center.
Make sure that the placard is visible to those going down the aisle when regular boarding starts. (The FA will collect the placard once the door has been closed.)

Be aware that it is possible that if you're not really big enough to obviously need the second seat, you may be asked to let them buy it back, especially if the flight is oversold.

 

[seashoreCM]

When you get on the plane with your second seat card, also raise the armrest.

Note that it is impossible not to call attention to yourself if you ask for a seat belt extender. Note that it is impossible not to call attention to yourself when you ask to pre=board.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[bjakmom]

Sorry you got a grump! If you have any more questions, I would call customers relations directly (214)792-4223 - I have called them many times with questions and they have always been extremely helpful and polite (although you can always get a bad egg, I guess). When I flew with DD and DGrD at 5 mos, we had a grouchy agent who would not let me pre-board with them - she insisted that DD board herself with baby, stroller, car seat, diaper bag and carry on- I didn't understand why I couldn't preboard with her to help (we werent' even asking for the other 4 people in our party to come along- they had A passes)- but she got really upset and pissy about it! That was the only person I've ever had a problem with when flying SWA, but wanted to warn you that apparently pre-boarding does not always include the whole family (or even one other person!). BTW, DD did save a seat for me and no one boarding had a problem when she said the seat was taken. Hope you have a great trip in spite of all the added stress!

 

[kaytieeldr]

When you get on the plane with your second seat card, also raise the armrest.

Note that it is impossible not to call attention to yourself if you ask for a seat belt extender. Note that it is impossible not to call attention to yourself when you ask to pre=board.

Both statements are obviously true, but it's very possible to be discreet in requesting the seatbelt extender, even if you don't preboard; and sure, preboarding will cause some passengers to notice you, but it's not anybody else's business why you're preboarding. Last time I flew Southwest, I preboarded because as I was walking into the "A" group corral, I fell over some idiot's suitcase sticking out in the aisle. THAT drew some attention Can't be helped,

 

[Webbie]

First of all, Marseeya, I am sorry you got an unhappy person at SWA. GRRRR

Secondly, I really don't think you need the extra seat. You stated that you fit into a standard size computer chair. PLUS, if you had to raise the armrest you will only be inconviencing your DD or DH. I am sure they will not complain. If you think you might need a seatbelt extention ask as you first enter the plane and they will bring it to you.

Relax and start looking forward to you trip to WDW. Have a great time.

 

[Alicnwondrln]

i didnt read all the answers but what if she gets there and doesnt need the secoond seat
can she get a refund

 

[Poorman]

i didnt read all the answers but what if she gets there and doesnt need the secoond seat
can she get a refund

As I understand it ,if the plane is sold out she has to pay for the 2 seats,if it is not,she can apply for a refund, and probably get it.

 

[lunchmomd]

I just got off a Southwest flight 2 hours ago. I am very pooh sized and have never had to buy an extra seat because I always travel with at least one other "normal" sized person. Since you are traveling with your children, who will probably be sitting with you, you should not have had to buy another seat, since the only other person whose butt you might have been bumping would have been your child's!!

 

[Marseeya]

i didnt read all the answers but what if she gets there and doesnt need the secoond seat
can she get a refund

Yes, according to SWA, if the flight isn't full, they'll send me a refund if I request it. I don't know if it's in the form of a credit (I hope not) or cash.

Unfortunately, I'm betting my flight is full. When I went on there to see what the lowest price was, the sale prices were "unavailable," so I think that means it's sold out. I ended up paying $141 for a ticket I originally paid $35 for in February! I really wish I'd known then what I know now.

 

[Lewisc]

I just got off a Southwest flight 2 hours ago. I am very pooh sized and have never had to buy an extra seat because I always travel with at least one other "normal" sized person. Since you are traveling with your children, who will probably be sitting with you, you should not have had to buy another seat, since the only other person whose butt you might have been bumping would have been your child's!!

It doesn't work that way, if you technically fit in one seat sitting next to a family member will avoid getting another passenger annoyed. SW says even your family members are entitled to the full seat they're paying for. SW's open seating means there is no guarantee you'll be able to get 2 or 3 seats in a row.

Now the OP probably didn't need the extra seat since it sounds like she'll fit in one seat.

if the OP is still following this thread there is a good chance that there will either be an empty seat which will result in getting a refund, if you ask, or the flight will be overbooked and SW may offer to buy your seat back from you since it sounds like you don't need the extra seat.

I agree with your decision, it makes your life a lot easier.

http://www.southwest.com/travel_center/cos_qa.html

 

[LittleMermaidsMom]

I flew SWA last November to Phoenix with my DD5 and my aunt. I booked an extra seat for myself under the COS policy, just to save myself any embarrassment, since I've never flown SWA before and I heard all the horror stories. I can put the armrest down and have never needed an extra seat before but sometimes have to use the seatbelt extender on some airplanes.

I booked our reservation online, so I didn't have any problems with a rude agent. I printed out our boarding passes at home so we could receive an "A" pass, but knew I still had to check-in at the counter. When I got to the counter, the agent had to cancel my boarding pass because I would be receiving a pre-boarding pass and that I shouldn't have checked-in online. My DD and my aunt kept their boarding passes.

Once we got to the gate, I checked in with the agent and she gave me a Reserved card to put on the extra seat during boarding. They were very nice about it and no questions were asked. The agent told me to make sure to call about getting my refund because the flight wasn't full. They let my DD and my aunt board with me and it went very smoothly. It wasn't embarrassing at all - I don't even think most people were paying attention to the people pre-boarding and they wouldn't know why you were pre-boarding anyway.

I asked for a seatbelt extender as soon as I entered the cabin and the flight attendant brought it to my seat a few minutes later. We sat in the first row and the empty seat was between me and my DD. My DD actually sat in the middle seat most of the time and eventually fell asleep and laid across both seats, so I don't think they would care if your daughter wants to sit in the seat next to you.

A couple of days after I got home, I just called SWA and asked them about getting a refund for the extra seat. The agent brought the flight up and saw that neither segment was full so she refunded the money to my credit card right over the phone - I didn't have to send anything in and I received my cash back, not a voucher.

It was a really easy experience and I wouldn't mind flying SWA again. I like the fact that we can get an extra seat and be more comfortable and have a good chance of getting our money back - I wish more airlines would offer this option.

Let me know if you have any more questions. Hope this helps!

 

[pirateparrot]

Yes, according to SWA, if the flight isn't full, they'll send me a refund if I request it. I don't know if it's in the form of a credit (I hope not) or cash.

Unfortunately, I'm betting my flight is full. When I went on there to see what the lowest price was, the sale prices were "unavailable," so I think that means it's sold out. I ended up paying $141 for a ticket I originally paid $35 for in February! I really wish I'd known then what I know now.

I think you should not have been charged mre for the second seat than you paid for the first. According to SWA's Q&A for COS:

What is the cost of the additional seating?
If the Customer is holding an advance purchase, discounted fare, the second seat will be sold at the same discounted fare. If the Customer has purchased one of our low, unrestricted full fares, the second seat will be sold at the Child's Fare.

http://www.southwest.com/travel_center/cos_qa.html

You may want to call them back and get it corrected ASAP.