Wednesday, October 12, 2011

AirTran adopts Southwest policy for large passengers

Southwest Airlines will bring its notorious policy for large passengers to AirTran Airways starting in March.

The new policy will require those passengers -- whom Southwest delicately calls "customers of size" -- to buy a second seat if they are flying in AirTran's coach section.

As of March 1, AirTran will require the purchase of more than one seat for a passenger who "in the carrier's sole discretion, encroaches on an adjacent seat and/or is unable to sit in a single seat with the armrest lowered," according to the AirTran contract of carriage.

Before this, AirTran has not had a stated "customer of size" policy, but AirTran employees at the gate typically offer to sell a second seat or an upgrade for a fee, Southwest said.

It is an AirTran policy change that's coming as Southwest integrates the airline.

According to SeatGuru.com, AirTran's seats are 18 inches wide in coach class and 22 inches wide in business class.

Southwest does not have business class and has open seating.

"Customers of size," according to Southwest, are those "who encroach upon any part of the neighboring seat[s]. ... The armrest is considered to be the definitive boundary between seats."

The Southwest policy on its website says if the flight does not oversell, passengers may contact Southwest for a refund of the cost of additional seating after travel. AirTran will have the same refund policy.

Southwest estimates the policy affects "far less" than one-half of 1 percent of its customers.

The frequently asked questions section of Southwest's website dedicated to the contentious "customer of size" issue notes that Southwest "became more vigilant regarding the additional purchase when we began seeing an increase in the number of valid complaints from passengers who traveled without full access to their seat because a large customer infringed upon the adjacent seating space."

"We could no longer ignore complaints from customers who traveled without full access to their seat due to encroachment by a large seatmate whose body extended into the neighboring seat. These customers had uncomfortable [and sometimes painful] travel experiences," Southwest said.

It further notes that having broad shoulders would not necessarily require the purchase of a second seat. "The upper body can be adjusted, but the portion of the body in the actual seating and armrest area doesn't have this flexibility."

Separately, AirTran will maintain its fees for first and second checked bags, but excess baggage fees on AirTran will increase from $50 to $110 per item each way effective April 10, among other changes.

http://www.ajc.com

No comments:

Post a Comment