Southwest Airlines is currently under the spotlight as its longstanding “customer of size” policy comes under scrutiny, gaining attention through viral TikTok videos and media coverage. The policy, in place for over 30 years, allows passengers to purchase additional seats before their flight and receive a refund for the extra seats after completing their travel.
The airline encourages passengers to proactively buy extra seats in advance, aiding in flight planning to accommodate all customers without inconveniences. This proactive approach aims to prevent situations where passengers might be asked to relinquish their seats for unplanned accommodations. Southwest also allows passengers to request additional seating at the departure gate, without pre-purchasing, through interactions with customer service agents.
A TikTok video posted by user @Kimmystyled has gone viral, amassing nearly a million views since October. The video features a passenger inquiring about the “customer of size” policy at a departure gate. The post advocates for such policies to become the industry norm, emphasizing that flying is a form of public transportation and should be comfortable and accessible to people of all sizes, including those who are larger or disabled. CNN attempted to contact @Kimmystyled for further comment but did not receive an immediate response.
Commenters on the TikTok video expressed both support and skepticism. Many thanked the poster for shedding light on the policy, emphasizing the importance of making flying more inclusive and comfortable for everyone, including those who may not fit comfortably into standard airline seats. However, some questioned the concept of a free extra seat, with one commenter suggesting that while a reduced fee for an additional seat could be reasonable, they, as a taller individual, pay for extra legroom.
Southwest’s “customer of size” policy stands out as relatively unique among U.S. carriers, sparking discussions about inclusivity and comfort within the airline industry. The policy’s proactive approach to seat accommodations, whether through advance purchase or gate interaction, reflects Southwest’s commitment to ensuring a positive and accommodating experience for all passengers.
While Southwest Airlines has defended its policy, stating that it has been in place for decades, the recent attention has ignited a broader conversation about whether similar practices should be adopted by other airlines. The discussion encompasses considerations of comfort, accessibility, and the overall passenger experience within the aviation industry.
As the airline industry evolves, ongoing dialogues about policies like Southwest’s “customer of size” rule are crucial for fostering inclusivity and addressing the diverse needs of travelers. The impact of viral social media content, such as TikTok videos, underscores the power of public awareness in influencing conversations around airline policies and practices. Ultimately, the scrutiny faced by Southwest may contribute to a broader reevaluation of industry norms to better accommodate passengers of all sizes and ensure a more comfortable and inclusive flying experience for everyone.