We decided to test the second half of the policy and not buy the extra seat in advance because we don’t believe that fat people should have to have twice as much money as thin people at the time of ticketing for many reasons. Several commenters asked that I let everyone know how it went so here it is:
Julianne is recovering from a knee injury and when we got to LAX they hurried to find a plus-sized wheelchair while I checked us both in. They proactively offered us a second seat and pre-boarding and we were on our way.
It was all good until we got to Austin. They did not have the proper size wheelchair for us and the head of Southwest Customer Service said “We don’t have a bigger wheelchair” with a finality that suggested that this declaration would somehow make Julianne suddenly able to sprint through the airport to baggage claim with her injured knee. We explained that they needed to do something – check with the wheelchair vendors for the other airlines, call durable medical equipment rental companies etc. because we needed a plus-sized wheelchair, we requested a plus-sized wheelchair, we were promised a plus-sized wheelchair, and we were not about to spend our vacation on the Southwest Airlines Jetway.
While the representative worked to find a solution a member of airport staff walked by us with a plus-sized wheelchair. I ran to catch up with him and he said that he couldn’t help us because he contracted with a different airline. After more confusion and more work by the customer service representative we had a chair that worked.
We had a great time in Austin (thanks to CJ and Josh for the incredible hospitality) and when we got to the airport for our return trip, Southwest had someone waiting for us with the proper wheelchair and a Julianne’s ticket said “Handle with care.” The extra seat and pre-boarding were as easy as they had been on the trip out.
Every flight attendant and Southwest employee was polite, professional, and kind.
I have had people criticize me or using Southwest and suggest that I should never use them again because of the massive mistakes they made in the past. I can certainly understand the sentiment and support whatever decisions people make as they are the boss of their flying underpants. The reason I decided to give them another try is what I blogged about in depth a couple of days ago: that they responded to the criticism and worked to improve their policy and service. If I don’t let go of their past transgressions and patronize them when they make changes, then what incentive do they have to respond to complaints? And what message does that send to the next business whose policies and practices we challenge?
I will admit that I have some envy of people for whom the hassles of flying are limited to flight delays and lost luggage, and not whether they’ll be left clinging to the last shreds of their dignity by their connecting flight. It also makes me aware of, and grateful for, the luck that I have in that I do fit in a single seat (primarily a function of the fact that my fat goes forward and back instead of to the sides.) Still, I feel like we’re making progress and the more the airlines know that fat flyers are here and not going away, the more progress we can make.
Like the blog? Here’s more of my stuff:
Become a member: Keep this blog ad-free, support the activism work I do, and get deals from cool businesses Click here for details
The Book: Fat: The Owner’s Manual The E-Book is Name Your Own Price! Click here for details
Dance Classes: Buy the Dance Class DVDs or download individual classes – Every Body Dance Now! Click here for details