Customer of Size Q&A
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Is the policy unique or new to Southwest Airlines?
No, other carriers have similar policies, but to the best of our knowledge, no other carrier offers a refund after travel. Weve followed this policy for 24 years of our 33 years of operation, but only became more vigilant regarding the additional purchase over the last two years when we began seeing an increase in the number of valid complaints from passengers who traveled without full access to the seat purchased because a large Customer infringed upon the adjacent seating space.
Why ask large Customers to purchase additional seating?
We could no longer ignore complaints from Customers who traveled without full access to the seat purchased due to encroachment by a large seatmate whose body extended into the neighboring seat. These Customers had uncomfortable (and sometimes painful) travel experiences, and it is our responsibility to seek resolution to prevent this problem.
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.
What is the definitive gauge for a Customer of size?
The armrest is the definitive gauge, as it serves as the boundary between seats.
How do I qualify for and request a refund of the additional seat purchase?
As long as the flight does not oversell (having more confirmed Customers waiting to board an aircraft than seats on the aircraft), we will refund the additional seat purchase after travel. A Refund Advice Slip, a guide for conveniently requesting refunds (via telephone or letter), is provided to the Customer of size at checkin. And, if it appears a flight will oversell, the option to purchase a second seat and travel on a less full flight is available.
Are there other reasons to purchase additional seating?
Yes, Customers wishing to secure in an aircraft seat a musical item, a child restraint device for an infant, etc. must purchase an additional ticket. However, these Customers have other "options" such as holding an infant under the age of two as a lap child or placing the instrument in an onboard stowage space or in the cargo hold, and we are sensitive to fact that a large Customer has no option regarding seating space. For that reason, we offer a refund of the additional seat purchased (by a Customer of size) as long as the flight does not oversell.
Won't this be embarrassing to the large Customer and the Employee?
Its tough to speak privately in an airport setting, and because a discussion about size is sensitive, weve cautioned our Employees to use discretion. Yes, its difficult to deliver or receive a sensitive message, and to alleviate confusion, we encourage Customers with unique seating needs to proactively purchase additional seating (again, this is to notify us of the unique need). We ask this to accommodate our Customers in comfort and avoid embarrassing conversation. Ultimately, it is the Customers responsibility to communicate with us upfront (at the time of booking) about his/her seating needs so that we may best serve him/her and all others onboard.
I am a large person and use a seatbelt extension, but I fit in one aircraft seat. Do I have to purchase two seats?
Our policy does not focus on weight, and the seatbelt extension is not the determining factor. We use the ability to lower the armrests as the gauge, as the armrests are truly the definitive boundary between each seat.
Are all overweight people subject to the policy?
Many Americans are "overweight" or "clinically obese." A number of overweight or obese people occupy only one seat. In fact, many Customers may use a seatbelt extension but occupy only one seat, and these Customers would not be asked to reserve a second seat. If a Customer cannot lower the armrest (and is unable to comfortably travel with it in the down position), he/she is required to pay for the additional seat occupied. Again, we will offer a refund if the flight does not oversell.
Im large but can be seated with the armrests down. Arent your Employees wrong to question me?
If a concern exists, we shouldnt ignore it even if its difficult for both parties to discuss. Condoning an unsafe, cramped seating arrangement onboard our aircraft is far more inappropriate than simply questioning a Customers fit in our seats.
Why not make your seats wider or add a few wide seats on your aircraft?
Our ongoing goal is to operate a low-fare, low cost airline, and the costs of reconfiguring our fleet would be staggering and would ultimately reflect in the form of higher fares for our Customers. Purchasing two seats on Southwest Airlines is significantly less expensive than purchasing one first class seat on another airline.
If a flight is "open," why are you charging for an additional seat?
A Customer of size has no way of knowing at the time of booking if his/her flights will be full. The inconsistency of charging for the extra seat on one occasion and not others leaves the Customer not knowing what to expect and not having a full understanding of our policy. Thus, we require the additional purchase despite booking levels.
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.
Why can't a large Customer sit with a family member who doesn't mind being encroached upon or a small child/person who doesn't take a full seat?
Open seating cannot guarantee that two people will be able to sit together. In addition, we must treat the smaller person (despite willingness or personal relationship) as a valued Customer who deserves the use of a full seat. Most importantly, we have to consider the safety aspect of the family member whose movement (especially in the event of an emergency) could be compromised if encroached on by a large seatmate.
Isn't this policy just another way to increase your revenue?
No, we are not "making money" from this policy. In addition to giving the Customer a refund for the second seat, we are absorbing the administrative costs (staffing and processing) of issuing the refund. 98 percent of extra seat purchases qualify for a refund, as a refund request is declined only in the event of an oversale that causes us to deny transportation to a confirmed Customer (to whom we must issue denied boarding compensation).
If a Customer has broad shoulders, will he/she have to buy a second seat?
Again, if a Customer cannot lower the armrests, the additional purchase is necessary. Simply having broad shoulders would not necessarily prevent another Customer from occupying adjoining seat. The upper body can be adjusted, but the portion of the body in the actual seating and armrest area doesnt have this flexibility.
Why isnt this information on your tickets, referenced on the booking/reservations pages of your web site, or questioned by your Reservations Employees?
We estimate that the Customer of size policy affects far less than half a percent of our Customers, and ultimately, it is the responsibility of a Customer with a unique and unusual need to communicate with us upfront so that we may best serve him/her and all others onboard. We wont know of an unusual need unless the Customer tells us.
Doesn't your policy violate the Americans with Disabilities Act or the Air Carrier Access Act?
Interstate airline travel is specifically excluded from Title II of the Americans with Disabilities Act (ADA) by Section 12141(2). Airline travel is instead covered by the Air Carrier Access Act, 49 U.S.C. 1374(c) and the regulations implementing the Act issued by the Department of Transportation as 14 CFR Part 382, et seq. The Air Carrier Access Act (ACAA) preceded the ADA, and Congress excluded air carriers and other air transportation services from the scope of ADA. As regulated under 14 CFR §382.38 Seating accommodations (i) "Carriers are not required to furnish more than one seat per ticket or to provide a seat in a class of service other than the one the passenger has purchased."
Can I be preapproved as needing only one seat?
Because size can fluctuate, we are unable to give blanket authorization.
How will you ensure no one takes the seat beside me if I've purchased a second seat?
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. Our Ground Operations and Inflight Employees communicate about special needs Customers, and if a Customer of size needs seating assistance, he/she should ask an Employee for help.
I'm pregnant, will I have to purchase two seats?
A woman who is pregnant does not occupy two seats if she can lower the armrests.
Can I check in using a RAPID CHECK-IN kiosk or online checkin?
Because a Customer of size has special seating needs; is encouraged to preboard; and needs specific boarding/seating documents, these Customers are required to check in with a Customer Service Agent at the ticket counter or at the gate. A Skycap can assist a Customer of size with baggage and provide an escort to the ticket counter, and a Customer of size wishing to bypass the ticket counter may simply print a Security Document online for access through the security checkpoint. At checkin, a Customer of size will receive a boarding pass, Reserved Seat Document, Refund Advice Slip, and preboarding direction.
Isn't this policy discriminatory toward large Customers?
Southwest Airlines does not condone discrimination in any form. We have Employees and Customers of all races, ethnicity, religions, shapes, and sizes. Our Mission and our responsibility per our Contract of Carriage is to provide safe and comfortable air transportation for each and every Customer. This policy has been upheld in court and is supported by the Department of Transportations stance that the purchase of a single ticket offers the use of a single se
