The Obesity Action Coalition (OAC) is asking Southwest Airlines to clarify its controversial Customer of Size policy in the wake of significant backlash.
On Thursday, OAC called on the low-cost carrier to "immediately establish clear, consistent and respectful standards" for its policy following a series of disturbing reports from travelers.
"Reports submitted to OAC point to a troubling pattern: passengers are being left to navigate unclear expectations in real time, often in public settings," the National nonprofit organization said. "Concerns have grown following the airline’s recent transition to assigned seating, raising questions about inconsistent enforcement and lack of standardized procedures."
In addition to creating "real barriers to travel," OAC argues that the policy, as it stands, "places an unfair burden on frontline employees," forcing gate agents to make subjective decisions.
The group confirmed it has formally reached out to Southwest's leadership and is open to collaboration. OAC is seeking "Standardized Dignity," which it calls "a framework that prioritizes objective standards, private resolution of seating needs and consistency across every customer touchpoint."
"It is unacceptable for passengers to be placed in a position where they are forced to negotiate their ability to travel at the gate," OAC President and CEO Joe Nadglowski said in a statement. "Airlines should be setting clear expectations ahead of time, not leaving people to face inconsistent decisions in a public setting."
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