The major carriers in the United States have substantially different policies when it comes to customers of size. All note that if you are unable to sit in a seat with both arm rests down should purchase a second seat.
Airlines are not required to provide more than one seat per ticket. Some people may not be able to afford the extra seat and may elect not to fly due to this. There is one airline that will always give you money back if you require two seats. Who is it?
Southwest Airlines
Southwest Airlines has the most comprehensive and thoughtful policy of all airlines I checked. You make a booking online for two passengers and the second passenger name should be the same but with the middle name put as XS.
Once you have completed your travel, you request a refund for the second seat. Interestingly, Southwest appears to be the only airline that will always refund the second seat which I think is very fair.
Alaska Airlines
Alaska Airlines policy is fairly decent as well. They require you to call their call centre to make your booking and pay for your second seat. Once you have flown, you need to request a refund. It makes sense for the airlines to refund after you have flown as a passenger could no show for the journey.
What About American, Delta and United?
American Airlines policy states that you need to purchase a second seat and no refunds are mentioned. One line states, “If you didn’t book an extra seat in advance, ask an airport agent to find out if 2 adjacent seats are available.” This implies that doing it at the airport may result in no cost. The risk here is that you may not be able to travel if your flight is full.
Delta state to ask an agent at the airport who will try to seat you next to an empty seat. Failing that you can purchase an upgrade to First or Business Class. It also says that you “might consider booking an additional seat” and to contact reservations. This is similar to what American Airlines say, but it is written slightly more sensitively.
United come across as very strict in that customers are “required to purchase an additional seat” or upgrade and they are not obliged to give extra seats for free. It does not appear there is any option to avoid paying.
Customer Of Size Loyalty
There is some anecdotal evidence to suggest that customers of size actively choose Southwest due to their policy. Southwest is profitable so it is clear that refunding the extra seats is not hurting their bottom line. It would be interesting to quantify the cost of the refunds.
Frequent flyers of some of the airlines listed above may actively choose Southwest instead of their own airline if they are a customer of size. The fact that Southwest are going above what the regulations require should be applauded.
Overall Thoughts
Southwest, you’re doing it right! For people of size it is fair that they should have two seats to ensure they are comfortable and have space and also don’t encroach on other passengers space. I think it is also fair that people of size should only pay for a single seat.
A clear policy such as that outlined by Southwest, Alaska and United should be on the airlines web sites. Delta and American have policies which are open to interpretation but perhaps that puts the decision in the hands of the front line staff on a case by case basis rather than there being an arbitrary corporate policy, so this is not necessarily a bad thing.
What are your thoughts and experiences on this? Thank you for reading and feel free to add any comments or questions below.
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Featured image via Southwest Airlines, other images from Alaska Airlines and American Airlines.
Wow!! interesting post. This is fair for you. This is a unique idea. Thanks for that.
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So why can’t I just say I’m fat…… uh, I mean a person of size… book two seats to create some extra room for me and then refund one? Will Southwest weigh me at the gate?
I imagine there is some kind of check along the way. Perhaps you should give it a try and then report back on your success or otherwise?
Regardless of the policy, I think clarity is key. It reduces stress for the customer of size.
I think it is also important to highlight that a clear policy benefits surrounding passengers as well. When airlines enable customers of size to book the room they require, the airlines ensure they are not invading the space other passengers paid for. It allows everyone to be more comfortable.
I agree with you on the clarity issue, it’s why I particularly liked the approach by Southwest. It lays out the options in a very professional manner and tells you what you need to do and also why it is like it is. It’s quite respectful. Alaska and United also are very clear with their policies.
You definitely hit the nail on the head for the benefits to others as well. It’s a win win for everyone from a comfort perspective. Thanks for the comment!
Weird…. you take two seat but it is fair to pay only one seat? Very weird opinion from the writer….
Of course it is fair. You are still one person even if the seat is too small for you.
Off course its fair for you. It would be politically incorrect to stated otherwise. And you do need support from readers right? Hahahaha
I see what you are saying, however I have no reason to disagree with it. Just like I have no reason to disagree with children under 2 years being charged 10% of an air fare. Perhaps some do disagree, but I don’t. Thanks for your comment!
I actually think that passengers under 2 should be charged the full airfare; they are still people too!
True, but then again those that don’t take an actual seat and are in laps probably shouldn’t be charged full fare.
But i thought we were paying for transportation, not space?
Tell that to the Business Class and First Class passengers. The whole ethos there is space 🙂
Passengers are humans, not cargo. We buy safe transportation from A to B, not a certain amount of volume on a plane. It is a subtle but key distinction. Charging people by their weight and height dehumanizes passengers by treating them as cargo.
Agree 100%!
Lol! Yet passenger complained from time to time due to reduced seat pitch. When it benefits you, create a reason to justify, when it doesn’t benefits you, do a lot of complaint. Thanks for the laugh. Very humane indeed… hahahaha
You are a master in the study of human behaviour, I salute you!
With all due respect, volume on the plane is exactly what you are buying. That’s why an economy plus seat with more leg room costs more even if it’s identical to a regular economy seat in all other respects. The limiting factor on how many humans we can fit on an airplane is how much volume is allotted per passenger. Someday, they may figure out how to make seats change size on the fly with the ability to add/subtract seats at will and charge all of us for the exact amount of volume we take up, which would be ideal. Until then, they’ve had to standardize the seat sizes to fit the vast majority of people. Those who don’t fit need to pay extra for a bigger seat or for a second seat.