DALLAS, TX -
The line to board the Southwest flight to Omaha was growing longer, but Chip Paswater had arrived early and was standing toward the front. The Las Vegas IT worker had been anxious to grab a good seat.
As he handed over his ticket to the employee at the gate, he was stunned at what he had been asked. "It was a whole flurry of emotions at that point," said Paswater.
Paswater was told because of his large size, he would have to purchase an additional seat. The policy has been around for years, according to Southwest Spokesman Chris Mainz. Passengers must be able to put down the armrests and not spill over into the adjoining seats. According to Mainz, bigger passengers are encouraged to buy a second seat. If the flights is not full the passenger will be reimbursed.
Most airlines have similar policies but it's not widely known. "I don't care how big someone is, everyone should pay for one seat, a little tiny person isn't charged less," said Dallas traveler Cherish Christian."
Paswater said the worst part of the experience is how it had been handled by the Southwest's staff. "I told them that I had flown twice a week, they didn't believe me," said Paswater. He says, "I just wanted them to check my travel history, so I could show them my weight wasn't an issue." Not only was Paswater bumped from his flight, but he was unable to rebook another until the next day.
Days later, he wrote Southwest executives and was given a full reimbursement along with a written apology. Southwest VP of Customer Relations Jim Ruppel explained that although the employees had been correct to question his size, they allowed the situation to escalate. Paswater said "I just wanted them to admit that they didn't follow their own rules." He plans on carrying that letter with him the next time he fly's.
As he handed over his ticket to the employee at the gate, he was stunned at what he had been asked. "It was a whole flurry of emotions at that point," said Paswater.
Paswater was told because of his large size, he would have to purchase an additional seat. The policy has been around for years, according to Southwest Spokesman Chris Mainz. Passengers must be able to put down the armrests and not spill over into the adjoining seats. According to Mainz, bigger passengers are encouraged to buy a second seat. If the flights is not full the passenger will be reimbursed.
Most airlines have similar policies but it's not widely known. "I don't care how big someone is, everyone should pay for one seat, a little tiny person isn't charged less," said Dallas traveler Cherish Christian."
Paswater said the worst part of the experience is how it had been handled by the Southwest's staff. "I told them that I had flown twice a week, they didn't believe me," said Paswater. He says, "I just wanted them to check my travel history, so I could show them my weight wasn't an issue." Not only was Paswater bumped from his flight, but he was unable to rebook another until the next day.
Days later, he wrote Southwest executives and was given a full reimbursement along with a written apology. Southwest VP of Customer Relations Jim Ruppel explained that although the employees had been correct to question his size, they allowed the situation to escalate. Paswater said "I just wanted them to admit that they didn't follow their own rules." He plans on carrying that letter with him the next time he fly's.
