Southwest Airlines praised for policy that gives 'customers of size' second seat for free

Southwest Airlines is receiving praise and some backlash for a policy they’ve had in place for 30 years, but has only since gone viral thanks to an influencer on TikTok.

Kimmy, who goes by kimmystyled on TikTok, shared a video of herself utilizing Southwest’s Customer of Size policy. The clip drew hundreds of thousands of views along with hundreds of comments, both positive and negative.

In the clip, Kimmy walks up to a Southwest gate agent and requests to use the airline’s Customer of Size policy. Without hesitation, the gate agent gives Kimmy an extra ticket and informs her what to do in order to make sure the seat next to her is kept open.

“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,” she explains.

“I’ve done this a dozen times and never had an issue or been denied.”

@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

While many applauded Southwest’s policy on TikTok, there were a fair share who questioned the policy’s fairness on other social media sites.

“I’m a girl of size, and I’ll pay my own way to be comfortable. This is absurd! My bad choices do not constitute special treatment! Personal responsibility!” one person wrote on Facebook.

“I’m tall and have long legs. I need extra leg room. I hope their new policy means free upgrades to first class and an extra seat for me to stow my bag under so I have adequate leg room,” another person wondered.

Southwest’s policy states, “Customers who encroach upon any part of the neighboring seat(s) may proactively purchase the needed number of seats prior to travel to ensure the additional seat(s) is available… 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.”

While customers are able to ask the gate agent for an extra ticket, the airline advises those needing extra space to book a second ticket ahead of time so the airline can “avoid asking Customers to relinquish their seats for unplanned accommodation.”

What do you think of Southwest’s policy? Should other airlines implement something similar?

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