Customers of Size (COS) on @SouthwestAir
Disclaimer: I am a “Customer of Size”. I’m not writing the following to pick on anybody. I’m writing this so that larger people can be informed and make better choices when it comes to airline travel.
Customers of Size (COS) is the term used by airlines to describe larger customers who take up more than one airplane seat.
COS policies vary depending on the airline. However one thing is for certain – The size of Americans is growing at a rapid rate.
There are a couple things that all travelers should know about the COS policy on Southwest Airlines:
- The way a customer is determined to be a COS is based upon whether or not they can sit comfortably in a seat with both hand rests down. “The armrest is the definitive gauge for a Customer of size. It serves as the boundary between seats and measures 17 inches in width. Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seating should proactively book the number of seats needed prior to travel. (Southwest.com)”
- If a plane is full, a customer of size will need to purchase a second ticket so that they will have the space necessary for them (and other passengers) to sit comfortably.
- If a plane is not full, a customer of size who purchased a second ticket will be reimbursed for their second ticket. “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. (Southwest.com)”
What most people don’t realize is that these large customers often times do not purchase a second seat because they don’t want to fork out the extra money.
And what the large customers don’t realize is that Southwest Airlines will refund the cost of their second ticket if the flight does not go out full.
This creates an awkward situation: Southwest agents are forced to initiate the uncomfortable conversation with the large customer about their size. The embarrassed customer of size then has to acknowledge they are larger than the seats on an aircraft, and has to pay more money because of their large frame.
You better believe there has been outrage over this. The stories I have personally seen and heard from others are downright crazy.
So here’s a thought –
How much does it cost to purchase a medium (M) size shirt at a store? And how much does it cost to purchase an extra-extra-extra-large (XXXL) size shirt? The difference is usually around $5. The same goes with everyday clothes for larger people. They can’t just go to Target and purchase jeans in their size. They have to go to a specialty store or order online because most companies only make sizes up to XXL (tops) and 42 waistbands (bottoms).
Charging large customers more money for items isn’t a punishment (although most large people feel it’s that way). It simply takes more material to create large sized clothes. And in order to give everyone enough space on an aircraft, it’s going to take a larger seat area. It’s not like airlines can swap out different sized seats every flight (however, read the next paragraph and you can see my idea regarding this) depending on how many large customers they have – so to deal with the issue they charge larger customers for an extra seat.
So my thought for airlines is the following, and while it may be a little off the wall it could solve the COS issue entirely. If airlines put larger seats in a couple aisles on an airplane (essentially, two of these large seats would take up the space of three normal seats) the larger customers could comfortably sit in them. Larger customers would have to reserve these seats ahead of time and be charged 1.5x the cost of a normal seat (that is, if the flight goes out full). If the flight doesn’t go out full, they will just be charged the cost of one normal seat - a similar policy to the current one.
By charging customers of size 1.5x the cost of a normal seat, having two COS sitting in the same aisle will earn the company the same amount of money if three people were sitting in the normal 3-seat aisle. These special seats would be strictly reserved for larger customers. If there are no large customers on a flight, the bigger seats could be available to other average sized customers (perhaps for an additional fee?). But again, the priority will always go to larger customers.
However there is still an issue. Large people aren’t purchasing the extra seat. So how do we solve that issue?
First, we’ll address Southwest’s official statement:
“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. (Southwest.com)”
In layman’s terms: If you know you take up more than one seat on an airplane, save the hassle, embarrassment and awkward situation by purchasing yourself a second ticket. If you’re flying on Southwest Airlines and the flight doesn’t go out full, your second ticket will be reimbursed.
I have to agree with the idea of being proactive. If you are large, you know you’re large and everyone around you knows you’re large; why deny your size? Be proactive and take the necessary steps to ensure your traveling plans will go as smoothly as possible!
In conclusion, there are two options for customers of size when it comes to airline travel:
1. Embrace their large size and purchase a second ticket ahead of time.
OR
2. Exercise and eat healthier so they can drop weight and fit in an airplane seat.
There is no reason to force an airline agent into a nearly unbearable situation in which they have to address another individual’s size and weight. No one likes to talk about weight and size, but it is something that we all have to deal with – so spare the embarrassment and be proactive about the situation.
