‘Never Get My Money Again’: A plus-size Southwest customer followed the ‘extra seat’ policy, only to be publicly shamed by a crew member

Airlines around the United States have been making plenty of headlines lately. While there are some positive ones, like passengers competing in a break-dance contest to secure first-class airplane treatment, there are others that have left customers disappointed. The same happened with a plus-sized customer from Texas, who used Southwest Airlines’ extra seat policy to have a comfortable journey.

There is no rocket science behind the booking process, and it went smoothly for the passenger, Isaac Smith, as well, but the way the agents treated him quickly became the subject of debate. As per Brobible, Isaac felt humiliated when one of the agents at the Nashville gate began explaining to him the airlines’ extra seat policy even though he had already complied.

The plus-sized customer wasn’t humiliated until he reached the Nashville gate. At the first leg (Charlotte), everything went smoothly for him as the agent checked that he had two seats to his name and let him go. However, at the other gate, the agent not only explained the policies but also double-checked with coworkers and then changed his reservation to “show he was the ticket holder of those two tickets.”

You think this uncomfortable situation only wasted Isaac’s time? The guy also failed to secure his desired seats

Anyone in Isaac’s boots would have felt uncomfortable, as you are being judged on the basis of your appearance. However, this odd situation not only wasted his time but also resulted in the seats he didn’t book. The customer initially paid for a window and a middle seat, as these were the most promising for him. But when the gate agent reissued his boarding pass, Isaac had no choice but to settle for the seats the airline offered.

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​The plus-sized passenger had to manage with an aisle and a middle seat instead. If you think he silently accepted the seats, you are wrong. Isaac broke his silence and tried to ask the staff to return him to the seats he actually booked, but he was told that it’s not possible. After his flight from Charlotte, North Carolina, to Minneapolis, Smith was quick to bring this incident to public attention.

“When I tell y’all Southwest would never get my money ever again,” the customer said and concluded his rant with, “This be my first and last time.” His side of the story was indeed awkward to listen to, but if you ask the airlines, they have a different response. According to them, Isaac didn’t follow the proper guidelines for booking a plus-sized seat. The correct way is to put ‘XS’ on the second seat so the system can clearly tag an extra seat for the same person.

Instead, the customer booked two adult tickets under his own name. As a result, the Southwest system treated the other seat as a separate person, resulting in a conflict. Later, Isaac also asked for the refund of the second seat, but that too was denied. Regardless of the blunder, what the customer experienced was indeed odd, similar to what a deaf person faced on Frontier Airlines. Isaac may now require a convincing apology from Southwest to make peace with them.