How airlines deal with 'customers of size'

Friday 08th August, 06:47 AM JST

By David Landsel

NEW YORK —

You’re paying more to travel, and not just for your plane ticket. Every pound counts as the number of carriers charging for all pieces of checked luggage racks up. So it stands to reason that the public might wonder why airlines don’t charge extra for passengers with significant overages of a more, uh, personal nature.

Southwest Airlines calls them “customers of size.” Medical professionals would use the term “clinically obese.” Bloggers and message board habitues use names that are less polite, but all imply that the passengers in question are overweight.

Many people assume that obese people are getting something of a free ride. But are they? Nearly all airlines keep it very quiet, but many have policies - informal or formal - in place to make sure that passengers of size carry their own weight.

It’s a tricky business, Airfarewatchdog.com has found. In some places - Canada, for instance - it just got trickier. A winter ruling barred Canadian airlines from discriminating against “clinically obese” customers. Southwest was successfully sued by a passenger who was told she needed to purchase a second seat after she had already boarded - too late, the ruling found. An ample Air France passenger won a case after citing humiliation at the hands of staff who wrapped packing tape around him in public to prove that he was too fat to sit in one seat, forcing him to purchase another.

Here’s the funny part about those lawsuits: At the time, both Southwest and Air France had official policies in place for dealing with overweight passengers. Southwest’s policy has been around for years. It states that if staff members determine that the passenger will not fit in one seat, the passenger must purchase a second, a cost which will be reimbursed if the flight is not full.

Air France’s policy was looser, urging passengers who knew that not having an empty seat next to them would be a problem, to handle it on their own in advance. (As of this writing, Air France passengers “with a high body mass” are warned that if they do not purchase an extra seat, they may not be allowed to board.) In the end, both airlines were punished for being up-front with their customers, even if the execution of the policy perhaps needed work. This is, after all, a terrifically sensitive matter.

Different airlines, different policies

Perhaps that is why, for many airlines, the topic tends to be along the lines of “That Which We Don’t Speak Of.” Ask United Airlines what rules it has in place for dealing with the situation, and you’ll hear a pregnant pause, followed by a terse “We have no policy.”

American Airlines is more forthcoming, but hastens to emphasize that in no way does it require its passengers to purchase two seats. Spokesman Tim Wagner said passengers whose weight exceeds 250 pounds should know that there are “possible limitations that could result in American not being able to accommodate them.” He also said that the airline urges passengers to “recognize ahead of time that they may need to purchase two seats.” Wagner also cited an FAA regulation to which all airlines adhere: If you can’t snap the seatbelt (after the extension is added, that is), you can’t fly.

JetBlue Airways doesn’t mind taking a more straightforward stance. Spokesperson Alison Eshelman said its policy “requires” larger customers who need an additional seat for their own comfort to buy one in advance. If they do not, and the crew cannot accommodate them, they will be required to buy the seat in any case, with no refunds. (However, Eshelman noted, truthfully, that JetBlue does offer its passengers a little more wiggle room with its larger-than-average seat width on board the airline’s A320 aircraft.)

Does size matter?

But what of the growing awareness among the traveling public that it costs the airline more to transport an obese passenger than a passenger of average weight? Those hoping for any type of joy in that department should sit on their hands. Delta’s Susan Elliott said that the airline “has no plans to implement any policy that discriminates against any of our passengers.” Translation: This is one hot potato nobody is going to touch.

Here’s a look at how different airlines deal with the “customer of size.”

Southwest Airlines

Passengers should plan on purchasing an extra seat or risk being asked to do so at the airport by staff. If the flight is not sold out, the passenger may claim a refund.

American Airlines

The airline states that passengers over 250 pounds should recognize that there may be limitations to the service that the airline can provide. However, it does not require that you purchase an extra seat automatically.

United Airlines

The airline has no policy whatsoever.

Midwest Airlines

As with Southwest, passengers are encouraged to know their needs in advance. If staff members determine that two seats are required, the seat will be sold at the lowest possible fare, with a refund available if there is one or more open seats on the flight.

Air France

Passengers with “high body mass” may receive a 25 percent discount on an extra seat, knowing that if they choose not to buy the seat, they may risk not being able to fly.

JetBlue Airways

You are required to buy a second seat, and there are no refunds.

Delta Air Lines

The airline “works to accommodate” passengers with special needs. Upon request and availability, it will try to make sure the next seat is unoccupied. However, if the plane is full, you will most likely be asked to leave the flight and buy a second seat on the next available flight. (You can actually count on this being a fairly typical practice on most airlines.)

Airfarewatchdog.com

Latest 15 of 46 Total Comments Show All

Bovinus at 09:46 PM JST - 8th August

The weight is not really an issue, just if people need one seat or two. The weight of individual passengers is negligible compared to the weight of the aircraft itself.

If people need 2 seats they should have to pay for 2 seats.
Agnosto at 10:16 PM JST - 8th August

I take issue with the part about individuals over 250 buying a second seat. I'm over 250 and I fit fine in a regular, cattle-class, seat. Of course I'm 193cms tall and go to the gym everyday. No way will I be lumped into the same category with someone that has "let themselves go". I especially take issue with airlines that put short, elderly people in the exit row seats when they are obviously unable to fulfill the requirements (be able to lift 50 pounds) when these seats could be better used for taller customers who won't destroy their knees sitting behind other people and prevent them from reclining their seats. If we're discussing charging extra for annoying passengers (overflowing their seats). I would rather sit next to an obese person than a family with a child that screams through the entire flight. Maybe the airlines should penalize those people unable to control their children.
imagawa at 10:43 PM JST - 8th August

Why can’t we just call fat people what they are,fat? How they got that way is really not my business any more than it is my business how somebody ended up with three screeming kids & why they have to travel half way round the world on the same plane as me.

Adding to this is that they pay the same seat price as me. And don’t tell me a baby weighs less, that in it self is too obvious, but have you ever seen a mother & baby with less than twice the luggage that you have?

I am not allowed to smoke on a plane because it upsets other people, fine, I can accept that, so why must I be “upset” by these people who think that fat & baby are just fine & I must be a monster for not wanting them anywhere near me? I weigh 61Kg & yet I am reading about weights of 250Kg being alright, no they are not.

There should be a simple rule for all, you walk up to the check in & you & your luggage are weighed & you pay accordingly. No, not double price because it is really only the extra fuel that fat people should be paying for.

As for offending somebody by saying they are fat, well if they are they are, get real & face the facts of life. If it is used as an insult then yes, but if you are stating a fact because you are talking about weight & seat sizes, that is not an insult.

Think of this, a special new diet centre has just opened in XXX & it has proved to be amazing good, so a diet club at YYYY sends 100 of it’s member to try out this new centre. What happens, plane can’t get off the ground or crashes through shortage of fuel half way there.

Maybe giant mirrors & scales at all check ins could bring about a sea change, anything butdon’t sit them next to me.
designismylife at 10:50 PM JST - 8th August

I agree with Agnosto. I find the remark about people who have 'let themselves go' to be extremely offensive and incredibly ignorant. (I myself am 157 cm and of a normal weight).

Clinical obesity can also be defined as an illness and often needs medical treatment. These people become obese regardless of their diet or habits.

Have you people no sympathy? No compassion? These people are not animals they are humans and deserved to be treated with respect and dignity. I'm not sure if I could say the same for some of you.
imagawa at 10:53 PM JST - 8th August

Designismylife.

"Have you people no sympathy? No compassion?"

After an 11 hour flight? No
kokuryu at 12:51 AM JST - 9th August

They should leave in the OEM seats that come with the plane from the manufacturers - everyone can sit in those seats very comfortably - they are larger than the seats that they put in "First Class".

Anyways, I always end up purchasing a second seat if I fly coach, and if I fly First Class, the seats are normally the right size for me. I just have really wide hips that dont scrunch into those tiny seats they put in back.
motytrah at 04:02 AM JST - 9th August

You think that's bad, at least the US airlines are polite about the whole thing. If you're a fat westerner in coach flying on a Chinese airline there's a pretty good chance they'll ask you to step on the luggage scale so they can determine a surcharge.
OssanULTRA at 10:00 AM JST - 9th August

"Clinical obesity can also be defined as an illness and often needs medical treatment. These people become obese regardless of their diet or habits. Have you people no sympathy? No compassion? These people are not animals they are humans and deserved to be treated with respect and dignity. I'm not sure if I could say the same for some of you."

The weight of the total aircraft including it's passengers is vital to lift and fuel consumption. It is math and physics. Neither of which care just how any particular passenger got to the weight they are or whether they are happy or suffering. I don't think there's any need to proclaim that these people are not animals since no one is suggesting that they travel in the cargo compartment. Now, have you no compassion or sympthy for the majority of passengers who have to suffer being squished or have to pay the same airfare to transport a small net weight as the passenger with double the net weight? In principle, the moment that airlines started covering their additional fuel costs by charging more for luggage over a pre-set limit this issue of obese passengers was bound to arise.
Himajin at 01:41 PM JST - 9th August

I find the remark about people who have 'let themselves go' to be extremely offensive and incredibly ignorant. (I myself am 157 cm and of a normal weight).

Clinical obesity can also be defined as an illness and often needs medical treatment. These people become obese regardless of their diet or habits.

3% of obese people have a thyroid problem, according to the CDC. 3%! That leaves a lot of people responsible for the state they find themselves in. My two relatives who weight 450-500 pounds ate themselves there...they eat three times what I do at any meal, and dessert besides.
Pivot at 02:19 PM JST - 9th August

If you're a fat westerner in coach flying on a Chinese airline there's a pretty good chance they'll ask you to step on the luggage scale so they can determine a surcharge.

Has this ever happened to you or have you seen this happening? Or is this one of those usual "hate on XXX country with no proof"?

And it seems to me that Air France wrapping someone in packing tape in public would be a little worse than being asked to step on a scale.
flammenwerfer at 03:27 PM JST - 9th August

This fat issue is a time bomb ticking as nations get more and more obese and airlines seats remain relatively unchanged. I read that the seats on the new A380 superjumbo are 5cm wider that regular economy class seats. A small increase but better than nothing. I think the onus should be on the obese people to have a little humility about their own predicament and not make a stink about it - if you know you are not going to safely fit in one economy seat then you know you will need an extra seat or a business class seat or not fly at all. To get all indignant about it wont help. The large people should try renting a helicopter for a trip and have the pilot tell them they are are 135kg total: their luggage and bodyweight added. Sorry obese people - welcome to reality.
Pukey2 at 03:53 PM JST - 9th August

I read somewhere this week that, at current rates, all Americans will be overweight by 2050 or so. There'll come a time when airlines just can't discriminate in US because everyone will have a bit of excess baggage.
the_sicilian at 08:24 PM JST - 9th August

I don't know about charging for total weight, but I do agree that if your body "takes up more than one seat", you should pay more. I have to fly from Okinawa to the US a few times a year, and it really bothers me when my arm and shoulder are a pillow for someone too large for a regular seat.

I'm 5'9" and 195, so don't say that I'm too thin (I could stand to loose a few pounds). The point is I paid for a seat, I should at least get all of it.

Addiu
motytrah at 01:40 AM JST - 10th August

Has this ever happened to you or have you seen this happening? Or is this one of those usual "hate on XXX country with no proof"?

It's just not random hating on XXX Asian country. There are several cases detailed over on the Flyertalk forums.
rtrhead1 at 01:44 AM JST - 10th August

jeez. some of you are putting way too much thought into this. here, let me break it down: the price of a ticke from airport A to airport D costs X dollars. if you are under 130kg or whatever number is set, the price of the ticket remains X. if you are over the body weight, regardless of how you carry it, your ticket is X + however much they decided to charge by weight. how hard is that? for those of you who are offended by that, too bad. no one is putting a gun to your head and forcing you to be huge.