southwest airlines

Southwest Airlines has announced that it is changing its policy for passengers who cannot fit within the armrests of their seat in a move that has split opinion

A major US airline will soon require travellers who cannot fit within the armrests of their seat to purchase an additional one in advance.

The new rule—part of a series of recent changes Southwest Airlines is implementing—takes effect on January 27, the same day it begins assigning seats. It has proved particularly controversial. While some love the idea and see it as a fair one, others have argued it will make things worse for all passengers.

At present, plus-size passengers can either purchase an extra seat beforehand with the possibility of receiving that money back later, or they can request a complimentary additional seat at the airport. Under the carrier’s updated policy, a refund remains possible but is no longer guaranteed.

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In a statement on Monday, Southwest said it is revising some of its policies as it prepares for assigned seating next year.

“To ensure space, we are communicating to Customers who have previously used the extra seat policy that they should purchase it at booking,” the statement said.

It represents the latest modification at Southwest, which had long been recognised for allowing its passengers to choose their own seats after boarding the aircraft, and for permitting their bags to fly for free, which ended in May. Those benefits were crucial to distinguishing the budget carrier from its competitors.

Southwest says it will still reimburse a second ticket under its new policy for extra seating if the flight isn’t fully booked at the time of departure, and if both of the passengers’ tickets were bought in the same booking class.

The passenger also needs to request the refund within 90 days of the flight. Under the new policy, passengers who require an extra seat but fail to purchase one in advance will be obliged to buy one at the airport.

If the flight is fully booked, they will be rebooked onto another flight.

Jason Vaughn, an Orlando-based travel agent who shares theme park reviews and travel advice for plus-size individuals on social media and his website, Fat Travel Tested, believes this change will affect travellers of all sizes. He said that Southwest’s current policy made flying more comfortable for plus-size passengers while ensuring everyone had enough room in their seats.

“I think it’s going to make the flying experience worse for everybody,” he commented on the new rule.

Vaughn described the change as another disappointment for loyal Southwest customers like himself, comparing it to the recent logo change by Cracker Barrel that upset some of the restaurant’s fans.

“They have no idea anymore who their customer is,” he said about the airline. “They have no identity left.”

On the Southwest Airlines subreddit, some criticised the policy, arguing that it would penalise those with different sized bodies. One person wrote: “I have broad shoulders. My issue with seats has nothing to do with me being fat or lazy. Seat size, aisle size, foot space, it’s all shrinking. Be careful, you cheer this too much you may find youself kicked off for not being small enough.”

Others were more positive about the policy. “It’s fair. Being way overweight and encroaching on others, especially on long flights, is just awful for everyone,” one person contributed to the discussion. Another added: “Now let’s do the same for men who spread their legs and feet into others’ footwells and space too.”

The airline has been struggling recently and is facing pressure from activist investors to increase profits and revenue. Last year, it announced plans to charge customers extra for additional legroom and offer overnight flights.

Southwest Airlines is being criticised for failing to communicate changes to its five-hour delayed flight as two disabled women were left behind as the flight took off without them

An airline has been slammed after two women who are both blind were left behind by a plane and told by staff “we forgot about you.”

Southwest Airlines is being criticised for failing to communicate changes to its five-hour delayed flight from New Orleans to Orlando on July 24.

Friends Camille Tate and Sherri Brun were left stranded after the pair were at the airport waiting by the gate, checking the airline’s app for any updates.

However, they were the only two people on the flight when they boarded. “You’re the only two people on this flight because they forgot about you,” Sherri Bun said the two were told.

According to the airline, because the flight was delayed, nearly all of the passengers on the original flight were re-booked on another Southwest flight to Orlando that departed a little earlier from a different gate. It comes after a furious tourist was just ‘offered £21 by easyJet’ after being stranded in Turkey.

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Sherri and Camillie were the only two passengers not re-booked on the flight. They even admitted they had no idea another flight was an option.

“Nobody at B6 told us anything. Nobody came to get us at B4. The time passed,” said Sherri. “That airplane took off, and our boarding pass had not been swiped,” said Camille.

The pair remains stunned that they weren’t on the flight. They want the airline to improve its communication to people with disabilities.

“The way they help their customers that require additional assistance needs to change. There needs to be follow through,” said Sherri.

“There needs to be some improvement in how they communicate with their passengers especially those that have disabilities,” Camille added.

The friends were offered an £80 voucher as compensation for the delay, but weren’t eligible for a full refund as the flight departed.

Southwest Airlines has since apologised for the embarrassing incident. It said: “The Customers were scheduled on Flight 2637. Although it ran almost five hours late that day, it remained their same flight number throughout.

“We issued the $100 vouchers as compensation for the delayed travel, but a refund is not available if a Customer actually completes the flight.

“It appears the confusion about a plane coming back to get them might be because many of the Customers on that flight were accommodated on another MCO-bound flight that left a little earlier from a nearby gate. These two Customers were not re-booked on that flight, so their assigned gate never changed. Our records show they flew to MCO on the airplane that had been parked at their original gate.

“As far as accessibility policies, all of our information is found on the Disability-Related Accommodations section of the Help Center. For Customers who are blind, escort and navigation assistance is available from the airport curb to and from gates and between gates for connecting flights.

“To receive assistance, Customers must identify themselves and the type of assistance they require to a Southwest Employee when they arrive at the airport, at any connection points, and when they land at their destination. In the event of a gate change, our Employees are responsible for ensuring all Customers who need assistance reach the new gate.

“We apologise for the inconvenience. Southwest is always looking for ways to improve our Customers’ travel experiences, and we’re active in the airline industry in sharing best practices about how to best accommodate Passengers with disabilities.”