Exploring the Customer of Size Booking

The pandemic has certainly made an impact on many people in one way or another physically. I’ve heard many people lament that it hasn’t changed their bodies for the positive and seen much on social media to back that fact. Certainly, the opposite is true for many as well as they found that time to throw themselves into new routines, lifestyles and activities. I can attest to the fact that it changed my lifestyle for many reasons and caused me to be sitting in front of a computer working many more hours than I had previously and that is what many health advisors warn against. It has not made me a customer of size, but it does fit into how lifestyles have changed from the pandemic.

Planning our next trip, the conversation turned to how it would work if a passenger needed another seat due to size since I had just flown next to a customer of size on my last flight. Having previously worked for an airline, I was advised with certainty that it would require purchasing another seat. I was in fact certain that if it was required at the airport it would be the cost of that seat that day. That sent me down a rabbit hole, which is not at all unusual for me, and I started digging into the “what if?” because you know, I’m in the travel industry and feel like I should know such things!

We happen to be flying Southwest Airlines for this trip so that is where I started. Much to my utter surprise, I learned that Southwest Airlines offers a complimentary seat if it is determined necessary when requested at the customer service desk! If the extra seat is purchased ahead of time to avoid that encounter at the airport, a request for a refund can be made following the flight. Even if the flight results in an oversale, the refund will be made! You can learn more here on Southwest’s with its Customer of Size Policy Q&A.

That leads me to the question, how have you handled these bookings in the past and do you have any recommendations for others to make it most comfortable for your clients?

About the Author

Beth Kitzman is the business development manager for Trisept Solutions' Agency Channel for VAX VacationAccess. Beth focuses on nurturing business relationships and finding exciting, unique ways for VAX to support travel agencies. With over 20 years of experience in the travel industry, beginning with Walt Disney World then working for airlines and now focusing on travel technology, Beth loves using her education degree to find ways to educate and empower travel agents to grow their leisure travel business.