Southwest Airlines has received widespread criticism for its “customer of size” policy, which allows overweight passengers to request a complimentary seat and forces the flight staff to accommodate larger flyers – even at the expense of other passengers.

The policy, which has been praised by some as a way to make air travel “more comfortable and accessible” for overweight individuals, has recently sparked controversy after a group of paying customers were kicked off a flight to accommodate a single oversized passenger.

According to the airline's policy, customers whose bodies “encroach” past the armrest are entitled to an extra seat at no additional cost.

However, if they do not purchase the extra seat in advance, they may request it at the departure gate and potentially force other passengers to give up their seats for the “unplanned accommodation.”

This was the unfortunate experience for one mother and her teenage daughter and friend, who shared their experience of being kicked off their flight from Montego Bay, Jamaica on social media.

Despite spending over $600 on tickets, the family was informed that the flight was overbooked, and they could not board the plane due to an “oversized person” who did not purchase a second seat.

In their video posted on TikTok, the exasperated mother shared her frustration with the situation, questioning why she and her family had to suffer for the sake of one individual who did not follow the airline's policy. Southwest officials reportedly told her that it was their right to accommodate the “customer of size” by kicking off paying customers.

The policy has been praised by some travelers, including travel influencer Caroline who said she felt “anxiety-free” by being allowed to take up the space she needed. But it has also been criticized by others, such as plus-sized travel expert Jae’lynn Chaney, who argued that the policy only caters to “super fat” individuals and ignores the financial burden placed on them for needing extra room.

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But the incident with the family in June highlights the major flaw in Southwest's policy – the disregard for paying customers who are inconvenienced or even kicked off flights to accommodate individuals who do not follow the rules. While the airline claims to prioritize “safe and comfortable seating” for all customers, it seems that only certain types of passengers are given that consideration.