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The Traveler Explained To The Gate Agent She Could Fit In A Seat
Denver International Airport
During the questioning at 
Miami International Airport (MIA), Hyde explained that she was able to fit into one seat, and that from other recent trips, irrespective of her size, it had not been an issue. The gate agent stood firm and explained that Hyde would be required to purchase the adjacent seat.
Hyde, who is the president of the American Association of Private Lenders, was furious and sent emails to the airline, US Department Of Transportation, and Greater Miami Convention and Visitors Bureau, requesting that the airline take accountability for this form of conduct. Additionally, Hyde has asked for a formal apology from the world’s largest low-cost carrier.
Simple Flying reached out to Southwest for comment, but a spokesperson could not immediately provide a statement. They did, however, share below commentary to the Miami Herald:
“Southwest is working to create a more consistent and seamless experience for Customers who require an additional seat. On flights where seats are available, our Agents at the airport are empowered to provide an additional seat at no extra cost to Customers who require one.”
Southwest Airlines Customer Of Size Policy Backlash
Southwest had previously been a popular airline for ‘larger travelers’ according to the article published by the Miami Herald, and this event has outlined that the airline only just last week tweaked its new policy, which claimed that only passengers would be required to purchase the adjacent seat should the flight be full. Guidelines to the policy below, as per the carrier’s website:
|
Reserving An Additional Seat Before Travel |
Recommendation to purchase the extra seat before travel to ensure the adjacent seat is available. |
|---|---|
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Not Reserving An Additional Seat Before Travel |
Adjacent seats may not be available on your flight. In this instance, Southwest will rebook you on another available flight with availability for adjacent seats. |
|
Notes |
The armrest is considered the boundary between seats. Southwest may determine if additional seats are required for safety purposes. |
Additionally, the airline notes that it empowers its employees to only charge for an extra seat as a last resort, and gate agents or other airline personnel should provide the extra seat at no cost when possible. Southwest has yet to update its website with these guidelines. Hyde has explained that over the last decade of flying with Southwest, and being a Rapid Rewards member since 2014, she has never been asked to purchase an additional seat.
Before the policy update, Southwest had allowed travelers who required additional seats to purchase those ahead of their reservation, or once at the gate, and it would be refunded, and the policy was open seating on all flights, where larger customers could communicate with other travelers should they require the additional space.
Southwest Airlines Might Reverse Its New Plus-Size Passenger Policy After Intense Backlash
As the backlash against Southwest’s new plus-size passenger policy intensifies, the airline appears to be reevaluating its stance.
The Flight Had 30 Empty Seats
Hyde’s experience comes at a time when the airline has recently undergone several systematic changes, including the move last year that Southwest would move to assigned seating, abolishing the free-for-all that once was prominent among several carriers (such as Ryanair, easyJet, and WizzAir in Europe).
After Hyde stood her ground at the airport, another Southwest employee at bag check looked at the traveler’s reservation and noted she was on a return flight back to Kansas City International Airport (MCI). Further investigation into the flight noted that there were around 30 seats available on the flight, and for Hyde, she would have two spare seats adjacent to her. The matter was dropped, and Hyde was provided the extra seat at no charge.
Following the event, Hyde has now claimed she will never fly with Southwest Airlines again, and that she would never want anyone else to go through such an ordeal
