[ravingnutter]

Is the policy unique or new to Southwest Airlines?
No, other carriers have similar policies, but to the best of our knowledge, no other carrier offers a refund after travel. We’ve followed this policy for 24 years of our 33 years of operation, but only became more vigilant regarding the additional purchase over the last two years when we began seeing an increase in the number of valid complaints from passengers who traveled without full access to the seat purchased because a large Customer infringed upon the adjacent seating space.

How do I qualify for and request a refund of the additional seat purchase?
As long as the flight does not oversell (having more confirmed Customers waiting to board an aircraft than seats on the aircraft), we will refund the additional seat purchase after travel. A Refund Advice Slip, a guide for conveniently requesting refunds (via telephone or letter), is provided to the Customer of size at checkin. And, if it appears a flight will oversell, the option to purchase a second seat and travel on a less full flight is available.

Won't this be embarrassing to the large Customer and the Employee?
It’s tough to speak privately in an airport setting, and because a discussion about size is sensitive, we’ve cautioned our Employees to use discretion. Yes, it’s difficult to deliver or receive a sensitive message, and to alleviate confusion, we encourage Customers with unique seating needs to proactively purchase additional seating (again, this is to notify us of the unique need). We ask this to accommodate our Customers in comfort and avoid embarrassing conversation. Ultimately, it is the Customer’s responsibility to communicate with us upfront (at the time of booking) about his/her seating needs so that we may best serve him/her and all others onboard.

Are all overweight people subject to the policy?
Many Americans are "overweight" or "clinically obese." A number of overweight or obese people occupy only one seat. In fact, many Customers may use a seatbelt extension but occupy only one seat, and these Customers would not be asked to reserve a second seat. If a Customer cannot lower the armrest (and is unable to comfortably travel with it in the down position), he/she is required to pay for the additional seat occupied. Again, we will offer a refund if the flight does not oversell.

SW Airlines: Customer of Size Q&A

Case dismissed!

[radiohead]

Again, if the policy is not applied consistently, especially in this woman's personal experience (for example, she's ok on the flight out but has to pay extra on the flight back), I think she can still complain.

I don't think SW gets its case dismissed at summary judgment. If I'm the judge, I give her lawyers a chance to show that the policy is inconsistently enforced.

Just my 2 cents.