Link to another OH member's post concerning SWA and her public humiliation

http://www.obesityhelp.com/forums/lapband/a,messageboard/act ion,replies/board_id,5359/cat_id,4959/topic_id,3652560/ The above post was made on the Lap-band board today but concerns all who SWA deems to be a "COS" (Customer of Size).  It has made me so mad that I personally WILL NEVER fly southwest again! Here's the cut and pasted version if you don't want to bother reading through all the subsequent posts: One of the ladies on the lap band board suggested I put this out there for everyone.  Here is my experience....after you read it, if you feel compelled, please write or call and make a complaint.  If it can happen to me, it can happen to anyone and I think that is appalling!!

Southwest Airlines is tauting it's greatness on their website because they aren't charging passengers for bags or snacks or other amenities like other airlines are doing---however, the don't mention what they ARE doing is much worse!  I was sitting in the airport with my husband and kids waiting for our flight to NY.  We were all playing games on our cell phones, my daughter was coloring, when a woman from Southwest walks up and asks if I'm flying out that day?  I said yes.  She said, "can you come with me for just a moment?"  I went, thinking stupidly maybe this was a survey or something.  NOT!  When we got to the counter she said, "I'm going to have to ask you to purchase another ticket today."  Just like that.  I said "what??!"  She handed me a piece of paper--mind you, this is all being done "quietly," she's almost whispering--which said basically that "Customers of Size" maybe be asked to purchase another ticket for the "safety and comfort of themselves and those around them."  When I explained I bought an ENTIRE row of tickets (3) and another one so I would not be "encroaching" on anyone's space but my 38 pound 5-year-old, she said, "it doesn't matter, if you can't fit comfortably in the seat without encroaching on others you have to pay for an additional fare."  I told her we just flew in December and I fit fine, snuggly, but fine.  I said, "I've even lost 30 pounds since then!"  When I continued to argue that I would NOT pay a fee, she said we could pre-board and she could "see if I fit."   As we are standing waiting to "pre-board" while others are disembarking the plane, she says to me, "it's a pretty full flight, if it winds up that it is completely full we will refund your ticket fare."  Now let me get this straight, your policy is to make fat people pay for another ticket so as not to cause "discomfort" for them, but if there aren't enough seats and you can sell one more stinking ticket then you don't care about their comfort??  TELL ME HOW THIS IS NOT ABOUT MONEY!!!!!  We went to pre-board, mind you there are still people on the plane who were traveling to our first stop--17 to be exact.  Several of those, and the crew WATCHED her HUMILIATE me and measure to see if I fit.  When I did, again, snuggly, she said "well you are still a little over the armrest there."  Again I said, "and it makes no difference to ANYONE else because my daughter and husband will be sitting here next to me!!!!!!  She said (very condesendingly) "I'm going to go ahead and make an exception this time but just know in the future that this is our policy.  I want to congratulate you on your weight loss."  I stopped her mid sentence actually, saying, "you know what?  You aren't making an exception, you've done enough to humiliate me and ruin my trip so if we're done here I don't want to hear your "congratulations" just leave me alone."  Then, get this, she said, "well, I can take your credit card if you like."  SHE'S THREATENING ME BECAUSE I DIDN'T TAKE HER CONDESENDING CONGRATULATIONS!!!!  ARE YOU KIDDING ME????  I said, "is that a threat?  Because if it is, I won't stop at just this ticket, I'll have your job before it's over with.  Everyone of these people, who you've just humiliated me in front of heard you say we were done and there would be no fee.  Now because I don't bow down and take your crappy, insincere congratulations you're threatening me?  (turning to another gentleman standing there)  Sir, can you write you name down for me so I can report this to her supervisor?"  She said, "that won't be necessary, I said it was fine."  And left.  Meanwhile, everyone is finally able to board--including my family who she stopped at the gate--and I start to BAWL like a BABY!!!!  If you knew me, you'd know I'm not generally a cryer.  I'm pretty tough, especially when dealing with people about my weight, but I totally LOST it.  I cried most of the trip and we've been here two days and I'm actually having nightmares about having to go back to the airport and dealing with this **** again!!!  Anyone who thinks airlines are not trying to stick it to "customers of size" are full of it!  They can say all they want how they aren't charging extra for things--no, just people.  Is this the last acceptable form of discrimination???

Here is the customer relations line to call and complain about their policy for "Customers of Size"  (214) 792-4223 or their address is:  Gary C. Kelly, Chairman of the Board and Chief Executive Officer Southwest Airlines, P.O. Box 36647  1CR, Dallas, TX 75235-1647

We CAN make a difference and even though we are losing, we shouldn't let that deter us from doing something for others who might face this in the future!  Thanks!

Oh the nerve of some people. It just makes me sick!

A letter is on its way! Unfortunately, alot of airlines do this. There is so much discrimination against large people that it is unreal! I know my kids love to go to theme parks, but I got tired of paying the full price when I cannot ride any of the rides because of their weight and size limitations! I am involved in a lawsuit and this is a relevant part of it too! Most of Americans are overweight....you would think that the industry would take this into consideration when developing new seating in planes, amusement park rides, cars, buses, etc....Furniture companies have! Speak up people...the more noise we make the harder it is to ignore us!

When I read her original post I was more offended by the employees behavior more so than her abiding by the policy set forth by SWA.  Granted, the policy for overweight individuals sucks and needs to be be tweaked but the employee's behavior was reprehensible!  In theory I agree that a complete stranger should not infringe on another stranger's space but there's more angles to be looked at than just the one.

Perhaps if the attendant had pulled her head out of her own ass, she might have been able to look for one! Damn.....I am po'd big time!

Hey, I gotta tell ya.....the new picture is good!! Well, not that the other one wasn't but I can see a slimmer face!!

OOPS! lets try this again...I will definitely complain!

Thankx Becka,  I can't imagine what I would do if airline personnel treated me in such a manner. And some wonder why people go postal.    Z

For me it's not so much that the airline has this policy to protect all customers from having their personal space invaded ....after all, if you buy a ticket to the show you want to be able to sit in a seat without someone sitting in your lap, cause you paid (a premium) price for that seat....and I will agree---that's reasonable...  BUT the damn seats are so tiny that even regular size people can't fit into them and I have also experienced being squished between two men with very long legs and wide shoulders... so maybe if they spent their energy and put the focus on making it better for everyone that would be a better approach than just causing a disparate impact against the obese customers. Having said that...the behavior of this particular SW flight/gate attendent quickly went from trying to enforce her company's policy to having no common sense and getting on a "power authority trip". After all our obese friend here did explain that she had a whole aisle of seats and would be sitting next to her 5 year old... at that point problem was solved and the stupid SW agent should have shut the hell up.  Just my take of course.