Should Rudolf break down or the rest of the reindeer go on strike, Santa, with his jelly-like belly would be best to book with Southwest. Why? Because of the airline’s much-lauded ‘Customer of size and extra seat policy’.
According to Southwest’s policy, customers who “encroach upon any part of the neighbouring seat(s)” can purchase additional seating before their flight. Customers may then contact the airline for a refund of the additional seating post-travel.
For customers who don’t want to purchase an additional seat in advance, the airline suggests discussing seating needs with the Customer Service Agent at the departure gate.
“If it’s determined that a second (or third) seat is needed, you’ll be accommodated with a complimentary additional seat,” the policy read.
Testing the fit
“The armrest is the definitive gauge for a customer of size. It serves as the boundary between seats,” reads Southwest’s policy.
“If you’re unable to lower both armrests and/or encroach upon any portion of a seat next to you, you need a second seat.”
But Southwest is renowned for its open seating policy. How can customers guarantee that the extra seat they’ve purchased will remain free?
According to the airline, no guarantee can be given. It does, however, encourage customers to “preboard to locate adequate seating and place the Seat Reserved Document in the adjacent seat”.
“Our ground operations and inflight employees communicate about customers’ needs, and if you need seating assistance, you should ask an employee for help,” it says.
Seat of approval
The policy is not new, but with TikTokers sharing it with their followers, it’s been getting a lot of air play.
Kimmy, a self-described “fat solo traveller”, posted a video showing how she made use of the policy.
@kimmystyled How to use @southwestair customer of size policy. Southwest is the only airline that allows you a second seat at no extra cost even if the flight is FULLY booked. You HAVE to use it at the departing gate when you start your journey. If you don’t use it going out you cant use it flying back. Go to the departing gate agent and kindly ask them to use the customer of size policy. I’ve done this a dozen times and never had an issue or been denied. They will print you a new ticket + a second ticket to put down on your free seat. You will also be allowed to pre board! Enter the aircraft, get your seatbelt extender, and grab your seat! I place the ticket in the seat next to me. I always take the window seat. If anyone tries to sit it in I kindly let them know I have two seats booked. To be honest I almost never get approached because no one wants to sit in the middle seat next to a fat person on a plane 🙃. I’ve heard from others sometimes southwest will just put customer of size in your account so anytime you approach the main ticket gate you’ll get both your tickets at once but this hasn’t happened to me yet. I think this has to do with how “visibly fat” you are. Public airplanes are public transportation and should be accessible and comfortable for us all. I applaud @southwestair for being the only airline with a fair and humane way of flying fat passengers with dignity. We shouldn’t have to pay for two seats. Seats should be larger for all people including tall and pregnant passengers. Since airlines got deregulated it’s been an ADA nightmare. Airlines should also allow wheelchairs in the cabin esp power wheelchairs. This is an access issue at the end of the day and discriminatory to fat and disabled customers. #southwest #southwestairlines #customerofsize #customerofsizepolicy #plussize #plussizetravel #traveltips #plussizetraveltok #traveltok ♬ original sound – Kimmy
“Go to the departing gate agent and kindly ask them to use the customer of size policy,” she writes in her caption.
“I’ve done this a dozen times and never had an issue or been denied.
“They will print you a new ticket + a second ticket to put down on your free seat. You will also be allowed to pre-board!”
Kimmy does warn that it’s important to make use of the opportunity on your departing flight or face not being able to do so on your return.
“Public airplanes are public transportation and should be accessible and comfortable for us all.
“I applaud @southwestair for being the only airline with a fair and humane way of flying fat passengers with dignity. We shouldn’t have to pay for two seats. Seats should be larger for all people, including tall and pregnant passengers.”
