A TikTok post showing a flyer requesting to use a “customer of size” policy at an airline check-in desk, is forming a central part of a campaign to improve access and comfort while flying for plus-size passengers.
Armrest limit
Southwest Airlines is the carrier in the spotlight thanks to its “size not weight” policy under which free additional seating is made available to any passenger who whose body size exceeds the physical limits of the onboard seating.
“The armrest is considered to be the definitive boundary between seats,” the policy states. “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.”
Viral clip and the policy
The viral video shows a flyer and travel TikToker asking a customer service agent about the policy, before they give her an extra ticket without question, and she is told simply to place it on the seat next to her once she has boarded the plane.
“The purchase of additional seats serves as a notification of a special seating need and allows us to adequately plan for the number of occupied seats onboard,” reads the Southwest smallprint. “It also helps us ensure we can accommodate all customers on the flight for which they purchased a ticket and avoid asking customers to relinquish their seats for unplanned accommodation.”
Southwest passengers can make the choice to purchase the extra seats needed before their flight and will have them reimbursed by a Southwest customer service agent at the airport. Alternatively it is possible to request an extra seat at the departure gate to receive complimentary additional seating.
Discrimination and accesibility
Southwest says its policy has been in place for decades but it is gaining positive attention in an aviation sector dogged by claims of discrimination, neglect and abuse towards customers with physical differences.
“It should be the industry norm,” the viral online post says. “Flying is public transportation and should be more comfortable and accessible for all people including fat and disabled people.”
The US government has legislated recently on aircraft and airport accessibility, with billions in investment to promote accessibility enhancements in air terminal design projects and reinforcing legislation around customer rights. In addition, this autumn saw the Canadian government summon Air Canada for a reprimand over a number of discriminatory incidents involving flyers with additional needs.
