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Airline Seats ~ when sharing isn’t fun! (Updated)

July 14, 2008

Update 2: American Airlines responded to my written complaint about this matter, what are your thoughts about their response:

Dear Mr. Muse:

I can appreciate how uncomfortable it was to be seated next to such a large
individual.  While I’m sure you can understand the need for sensitivity in trying to
resolve such problems, I am sorry we were not able to do more to prevent your
disappointing ride.

While a refund is not in order since travel was ultimately provided, if you happen to
find yourself in a similar situation in the future, please feel free to move to any
available seat once the seat belt sign has been turned off in flight.  I’m sure both
you and your neighbor will have a more comfortable flight as a result.

It is unfortunate that you did not enjoy your flight as much as you should have.
Still, I hope you will fly with us again soon.  We look forward to the opportunity to
provide you with a more pleasant trip.

Sincerely,
Jan DeLancey
Customer Relations
American Airlines

Update: I didn’t write this post to ridicule the over-sized passenger.  Both Tina and Jason were offended by my post indicating “You’ve officially lost a great deal of respect from me, Alex. In fact, I think you just lost all of it.”  I post in four categories: Startups, Venture Capital, Politics and Personal.  This post was personal and was almost completely focused on American Airlines and their lack of a policy regarding ‘customers of size’.  I apologize for anyone who was offended. I highly recommend if you want to avoid my personal opinions read just my ‘startup‘ posts.

I make it a policy to fly business class on American Airlines, but every now and then I get stuck with a coach seat.  Coming home from Vegas this weekend I was able to get out early to attend a dinner party my wife was hosting (you better believe I was getting hom early) but only by trading my first class seat for a coach seat on American Airlines.  I paid TOP dollar for this seat and I was expecting to enjoy every bit of it; however, it didn’t turn out that way.  I had to SHARE it with a rather large man (he needed a seat belt extender).  When he sat down his legs slid under the arm rest and his stomach rolled over the top.  He held his arms up, but when he put his arms down he was literally in my seat between 10-20%.  I was in direct contact with his legs, stomach, arms and shoulders for 3+ hours.  The human body is around 98 degrees - so it was like sitting next to a heater.  It was a nightmare.  Of course, I felt horrible for the guy.  If I was uncomfortable (and I was), I couldn’t imagine how uncomfortable it must be for him (in life, not just the plane).

Here is my position.  The airlines should either a) require larger than average people (i.e. if you need a seat belt extender it is a good chance you are larger than average) to buy two seats or a business class seat or b) provide a second seat or business class seat at no extra charge.  As a passenger who paid full price for his seat I shouldn’t have to subsidize (i.e. by sharing my seat) the cost of the larger than average person, but of course I did.  American Airlines didn’t pay anything extra for the guy.  The larger than average guy didn’t pay anything extra.  I was stuck with 100% of the cost - i.e. in my own discomfort.  Why should I bear the burden?  Where is my discount?  American Airlines (and you other airlines) fix this.  You are charging me for luggage, you don’t provide meals - surely you can get away with charging for extra large people.  But at the very least, don’t sell me a seat that you can’t provide me.  Please, stop the madness!  FYI - the picture below doesn’t do the situation justice - i.e. you can’t see how far into my seat he gets when he lifts his leg and lowers his arms:

Written by Alexander Muse · Filed Under Blog, Personal 

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