A woman said Southwest Airlines banned her from boarding her flight after a check-in attendant claimed she was too large to fit in a seat, leaving her the only option of purchasing a second seat for an extra $450.
Ruby Cosby was checking in her bags at Nashville International Airport on February 28 when she claims her unpleasant experience occurred.
Cosby was preparing for a trip to Los Angeles, California, when a staffer allegedly informed her that she would need more than one seat, according to Wave 3.
On January 27, Southwest implemented an ‘extra seat policy’ that requires a passenger to purchase an extra seat if the armrest cannot fully extend.
Cosby insists that she has always fit in the seat fine and only needs a seat belt extender.
She took to social media to post a video ranting about the experience, following: ‘So you’re just looking at me and telling me I can’t fit in the seat.’
‘You’re not gonna let me go get in the seat first before you assume I can’t fit in the seat.’
Cosby noted that she is well aware of her wider hips but added that she has flown with Southwest several times and has never had an issue with a passenger next to her.
Ruby Cosby claimed she was a Southwest Airlines employee told her she would have to purchase an extra seat due to her size
Cosby was checking in her bags at Nashville International Airport on February 28 when she claims her unpleasant experience occurred
She claimed the flight attendants would be rude even after speaking to a manager and was given the only option of purchasing the seat next to her for an additional $450.
However, Cosby had booked a round-trip flight, meaning she would have to pay for another seat on her return trip, doubling her total to $900.
With few choices and time ticking, she said she asked for a refund but was told that, because her ticket was for an economy seat, it was unlikely they could honor it.
‘Sir, so you’re telling me I can’t get on the flight, I can’t get a refund. I’m like ‘What are my options?” said Cosby.
Without any funds to purchase an extra seat, she decided to call her family, who helped her with the money.
She said that when she went back up to rebook the flight, a ‘thicker’ woman was helping her and made no issue of purchasing the extra seat.
Cosby said it wasn’t until she spoke to her manager that the need for more than one seat was brought up again.
‘I understand having a policy put into place to make sure others are comfortable; my main worry is that there’s nothing put into place to stop discrimination or anything from happening, said Cosby to Wave 3.
Cosby, who said she is well aware of her wider hips denied needing the extra space but was still not let on the plane without purchasing the seat next to her. She ended up taking a plane with Delta Airlines after only purchasing one ticket
Southwest planes, the narrowest seat width is 15.5 inches, with standard legroom of about 31 to 33 inches
‘It’s just based on perception, that’s my worry. I feel like this policy can be used unfairly because there are no guidelines.’
Cosby made it to Los Angeles by booking one $350 ticket through Delta Air Lines and told the outlet she has not heard back from Southwest.
Southwest sent WSMV a statement: ‘We began communicating changes to our policy, which is in line with industry standards, almost a year ago, and continued reiterating those changes directly to customers throughout the summer.
We ask Customers who may need an extra seat to let us know in advance of their day of travel so we can do our best to accommodate their needs. In this case, we have reached out directly to the Customers involved to better understand their experience and ensure we address any concerns with the appropriate discretion.’
On Southwest planes, the narrowest seat width is 15.5 inches, with standard legroom of about 31 to 33 inches.
The Daily Mail has reached out to Southwest Airlines for comment.
