FAQ re: Southwest Airlines Policy Changes
Why should we be concerned about the end of Southwest’s open seating policy?
In an email to customers on July 25, Silke Koehnecke, Managing Director Specialty Sales Southwest says, “Our data shows that more than 80 percent of our current Customers prefer a seat assignment, and 86 percent of non-Customers also prefer a seat assignment. Additionally, many Customers who elected to stop flying Southwest and fly another airline cite open seating as the reason.” Our concern is that many Customers of Size and disabled flyers may be part of the 20% who didn’t want this change, and our communities’ reasons go beyond personal preference. While the decision to change procedures is a done deal, we want to ensure that Southwest hears our needs as they “work through these changes.”
How does the Southwest Customer of Size Policy work now?
Southwest currently provides two methods for Customers of Size to arrange a second seat at no (permanent) additional cost: 1) Purchase a second seat in advance online or by phone, and then request a refund at the end of the flight OR 2) arrive at the airport and request a Customer of Size seat. Southwest suggests purchasing in advance because this takes the seat out of inventory, allowing them to plan for how many seats are takenon a flight. Customers of Size who have not bought a seat in advance for any reason can still request one at the airport. If the flight is sold out or oversold, customer service agents are authorized to offer incentives to any customer(s) on the plane who will give up their seat in order to accommodate another customer’s needs. Customers of Size may choose to pre-board the plane to ensure that they can locate two seats together in an area of the plane that is accessible to them.
Southwest is the only airline anywhere in the world with this level of voluntary commitment to Customers of Size, which has earned the airline a reputation for being the fat-friendliest airline. (Canadian Airlines have been required to offer passengers who are “functionally disabled by obesity” a free second seat.) Customers of Size still sometimes have difficulties on Southwest, and we are hopeful that as Southwest addresses concerns related to seating changes, they will also be able to improve service to Customers of Size overall.
Is Southwest changing their Customer of Size Policy?
We don’t know yet. Southwest hasn’t announced any changes to their Customer of Size (COS) policy as of this time, but this policy has been so critical to so many plus size travelers that any announcement of change is cause for concern. We’ve decided to gather your input now and present it to Southwest proactively, so they know the demand for keeping COS and so they can consider how their announced changes impact customers of all sizes and all disabilities.
Don’t most airlines have assigned seating? Why can’t Southwest just do what they do?
Yes, most airlines have assigned seating. But, unfortunately, most airlines are less friendly and accessible to Customers of Size than Southwest is today. Arranging for a second seat on many airlines is incredibly inconvenient, and lack of availability of seats that are next to each other can mean that Customers of Size simply can’t book certain flights because all adjoining seats are already booked. Even when customer service wants to be helpful, airline policies and procedures are often unclear. Plus, Southwest is one of only two U.S. airlines with any kind of no-cost or reimbursable option built into their procedures. (Alaska is the other, but they only reimburse if the flight was not sold out.) This means that passengers who need a second seat but cannot afford to purchase a second seat in advance have no options other than Southwest.
We want to make sure that Southwest works with fat and disabled communities to ensure that assigning seats does not result in a loss of what works better on Southwest than it does on other airlines.
Why should fat passengers get a second seat free of charge?
Accessibility should not come with an upcharge. Plane fare should be for transport to your destination. Every traveler of every size and ability deserves access and reasonable accommodation in air travel. And while many people are uncomfortable on planes, lack of appropriate seating for fat people and for disabled people is not just uncomfortable–it’s unsafe and it’s unfair.
Won’t assigned seating make it easier for bigger people?
Assigned seating has some advantages. One of the challenges of open seating is that those who reserve a Customer of Size seat have to constantly explain to others boarding the plane why their seat is not available. This is especially difficult when flight attendants begin announcing that “every” open seat must be used on a full flight. Customer of Size seats are not open seats; they are reserved for an accommodation need. Flyers may feel relieved that assigned seating will remove this challenge.
NAAFA does not oppose assigned seating itself, but we’re concerned about the ways in which assigned seating has made it difficult on most airlines to book two seats. We are also concerned that, even with pre-boarding still available, if assigned adjoining seats cannot be guaranteed in an accessible part of the plane, more larger-bodied or disabled passengers could be forced to deal with the difficulty of being seated in the middle or back of the aircraft. For able-bodied or slimmer passengers, location may be a matter of comfort or convenience, but for fat people and disabled people, it can make a difference in whether or not moving through the plane is even possible.
Why don’t bigger people just buy a business class or first class ticket?
On Southwest, there are currently no business class or first class seats. On airlines with these options available, seats in those areas are cost-prohibitive for many people. In addition, many business class or first class seats have immovable armrests, which can make it difficult or impossible for some larger or disabled passengers to get in and out of the seat or the row. Arranging for two economy seats is the most accessible option for many fat people. Plus, planes that have first and business class in the front of the plane can be challenging for some fat passengers and some disabled passengers because that means they have to move through more of the cabin in order to get to seats that work for them.
I signed the petition! What else can I do?
Interested in more advocacy for accessible travel? See this petition started by Jaelyn Chaney (@JaeBaeProductions).
Want to see more protection against discrimination for fat people? Click here to learn more about the Campaign and to sign the Size Freedom petition encouraging state and local governments to outlaw size discrimination.
FAQ’s updated 7/31