Nationwide — Ruby Cosby, an African American woman from Nashville, Tennessee, says Southwest Airlines did not allow her to board her flight to Los Angeles unless she paid an extra $450 for another seat due to her size. The situation disrupted her travel plans and nearly caused her to miss a cruise.
According to KGNS, Cosby said she had flown with Southwest for years without any problems. That changed on February 28 when she arrived at the gate for her flight to Los Angeles. A Southwest agent told her she could not board unless she purchased a second seat, pointing to a policy that took effect on January 27.
“I can fit in the seat like I have fit in the seat with no problem for many years,” Cosby said. The agent ignored her, referencing the policy stating that “customers who encroach upon neighboring seats must purchase the number of seats needed.” Cosby said she had bought her ticket before the policy change and was not aware of it.
She asked if she could try the seat before being required to pay for another ticket. The agent declined, saying it could cause bigger issues if she was already past the gate and could not fit. With no extra funds available at the moment, her original ticket was canceled. Her family later sent money so she could rebook and continue her trip to Los Angeles.
During the rebooking process, Cosby said another agent initially issued her a ticket without requiring a second seat. That changed when she mentioned her checked luggage, and the earlier agent stepped in to enforce the two-seat requirement again. Southwest also did not immediately apply a credit for her canceled ticket, citing its nonrefundable basic economy fare rules.
“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. It’s just based off of perception, that’s my worry. I feel like this policy can be used unfairly because there’s not guidelines,” Cosby said.
Southwest Airlines said its policy allows staff to determine when an additional seat is needed for safety reasons. The airline added that it had been communicating the change over the past year and is currently reviewing customer concerns related to the policy.
Cosby eventually booked a new flight to Los Angeles on Delta Air Lines for $350. She was given a credit for her canceled Southwest ticket, which is valid until July, but said she has not received further updates from the airline.