Southwest Airlines review: Service

Hello,

I am writing to express my deep disappointment regarding the way I was treated by Southwest Airlines staff on May 15, 2026, at approximately 9:20 a.m. while attempting to board Flight WN1095 from Charlotte to Nashville.

I have been a loyal Southwest customer and a frequent weekly business traveler for quite some time. Until this incident, I have consistently received excellent service from Southwest Airlines.

On Tuesday, May 12, 2026, I flew from Nashville to Charlotte without any issues. I was seated in seat 6D, comfortably seated with the armrest down, seatbelt fastened, and another passenger seated beside me without any problems.

However, while preparing to return to Nashville on May 15, after checking my bag, I was approached by Southwest agent Lolita, who informed me that I would need to purchase an additional seat. I explained that I fly weekly and have never previously been told I needed an extra seat. I also explained that I fit properly within the seat, with the armrests down, and do not encroach upon neighboring passengers.

Despite my explanation, she insisted that I would need another seat, stating that my shoulders “may be too wide.” I asked what criteria or measurements were being used to make this determination, as it appeared to be based solely on visual judgment. At that point, another agent, Yvette, who had assisted me the previous week, stated that Southwest was “cutting down on people of size boarding without buying an extra seat.”

I explained that I felt profiled and discriminated against because there appeared to be no objective measurement or policy assessment being used other than personal observation. From a customer service standpoint, the experience was humiliating and extremely disappointing.

I then spoke with Supervisor Aaron, who stated that if Lolita determined I needed an additional seat, he would support her decision. I again explained that I fit within the armrests, could fasten my seatbelt, and did not interfere with another passenger’s seating space. Despite this, I was told I would still be required to purchase another seat.

I requested that the matter be escalated further, and Winston Skeete another supervisor was contacted by phone. However, I was informed that he was “too busy” to speak with me directly and that my only options were to either purchase another seat or wait for a response later.

I ended up purchasing a additional seat just to get home to Nashville. After arriving I found that my bags where missing and still in Charlotte.
Overall at no point during this interaction did I feel that my concerns were genuinely heard or considered. As a loyal and frequent customer, I found the entire experience unfair, inconsistent, embarrassing, and discriminatory. What troubled me most was the apparent lack of objective standards being applied and the absence of empathy or professionalism in resolving the situation.

I understand that airlines must enforce policies, but those policies should be applied fairly, consistently, respectfully, and with clear standards — not based solely on subjective opinions about a person’s appearance.

I hope Southwest Airlines will thoroughly review this incident, including the conduct of the employees involved, and provide clarification regarding how these determinations are made. I also hope steps will be taken to ensure that other customers are not made to feel singled out or discriminated against in a similar manner.

Sincerely,

Bruce Mayberry