Southwest Airlines has returned to the news with another situation involving Customers of Size. This latest situation involves a mother and daughter who were on a layover during a return flight home. A more detailed perspective from the daughter can be found on her own blog.
Granted in an “ideal” world, airlines would either offer more spacious seats or, in the case of Canada, be required to charge only one fare per passenger, regardless of size. Until airlines in the US become enlightened (or compelled) enough to offer more accommodating seating, there is the possible reality of purchasing more than one seat.
I personally have mixed feelings about Southwest’s policy. On the one hand, while many other airlines require customers of size to purchase additional seating, Southwest’s rules are theoretically the most stringent. On the other hand, Southwest does fully refund the charge for a second seat if the plane is not full. Some airlines will offer a refund less an attached service charge while other airlines will not offer refunds at all.
The issue I have with the situation addressed in the article is that the Southwest front-line employee appears to have been uninformed and unprofessional with how he handled the two Customers of Size.
What is your opinion of this incident?
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