‘I just kinda didn’t feel safe’: Woman tries to get on Southwest flight in Nashville. Then they tell her she needs to buy another $1,350 ticket
A popular topic on TikTok right now is Southwest Airlines and its treatment of plus-sized passengers.
Critics say that a policy change, coupled with what appears to be new staff training, is leading to discrimination against people who are deemed Southwest’s “customers of size.”
Another passenger has recently shared her story, along with a theory about who these changes may affect the most in the future.
In her storytime video, which has garnered over 489,500 views, TikTok creator Ruby Renee (@thebabyru) says that other creators sharing their Southwest Airlines experiences inspired her to do the same.
What Was Her Experience as a Southwest Airlines ‘Customer of Size?’
“Honestly was not going to make this post at all,” she begins. “I just really didn’t have the energy for the type of comments that I expected.”
She explains that she was already running late when she arrived at the airport in Nashville, leaving her with limited time to figure things out.
“When I got there, I literally only had about 30 to 45 minutes to board my plane,” she says.
That’s when it happened. After checking in, she says a staff member told her she would not be allowed to board unless she purchased an additional seat.
“He said that, unfortunately, you will be required to purchase another seat,” she recalls.
She immediately questioned the reasoning. “I’m like, are you saying that ’cause I’m larger?” she says. “He’s like, ‘Yes, unfortunately, that’s our policy.”
She Says Staff Made The Decision Based On Appearance
Ruby says she tried to explain that she had flown with the airline before without any issues.
“I can fit in the seat no problem,” she says. “I flew with y’all plenty of times and never had an issue.”
But she says the staff didn’t budge. “Unfortunately, you will have to buy another seat,” she recalls being told.
When she asked to speak to a manager, she says the response was the same. “That is our new policy,” she recalls the manager saying.
What stood out most to her was how the decision was made. “There’s no way for us to tell… we can only go based off what we see,” she says staff told her.
“You’re just looking at me and telling me that I can’t fit in the seat?” she questions.
She says she then asked how much the additional seat would cost, expecting a smaller fee. “I’m thinking, okay, another hundred,” she says.
Instead, the total was far higher. “It was $450 for one seat,” she says.
Because it was a round trip, she says the cost quickly added up. “Had to pay a total of $1,350,” she explains.
At the same time, she says she was told her original ticket might not be refundable.
“You probably won’t be able to get a refund,” she recalls being told.
With limited time and no clear options, she says she ultimately canceled her flight. “I literally have no options here,” she says.
She Says The Experience Felt Inconsistent
After canceling, she says she tried to rebook with another agent, who initially appeared more flexible.
“She was never going to make me buy another seat,” she says.
But after consulting a manager, that changed. “She comes back and says… you will have to buy another seat,” she recalls. “That alone lets you know that this is up for viewer’s discretion,” she says.
For Ruby, the bigger concern is who this kind of policy could impact most.
“If you’re fat, Black, and not living lavish, Southwest ain’t for you,” she says. “You cannot trust people enough with that type of power. We live in an unfair world.”
She adds that clear, objective guidelines are missing.
“There needs to be some measurements put on the site,” she says. “It shouldn’t be a surprise when I get there.”
She also believes this could disproportionately affect Black women in particular.
“That is unsafe for… Black women specifically. We are naturally curvier,” she says. “They’re gonna say that she’s too big… when she’s not.”
Is Southwest Airlines’ Policy Discriminatory?
According to the updated policy, passengers who may need extra space are expected to purchase an additional seat in advance. While previously those passengers could receive a refund, that is no longer guaranteed and depends on seat availability.
While the policy itself has drawn attention, much of the criticism centers on how it’s being enforced.
Passengers say staff are making decisions in real time based on appearance, without allowing them to demonstrate whether they can safely fit in a seat. In Ruby’s case, she says she was not given that option.
A noticeable pattern in many of these viral posts is that a large number of the complaints appear to be coming from women. While that may not reflect every case, the stories gaining traction online right now largely feature female passengers describing similar experiences.
In one instance, a woman said she was told she was “wide at the bottom,” which is why she needed to purchase a second seat. Another woman who had a window seat and was sitting next to her best friend on the flight said the reason she was given for purchasing a second seat was “passenger safety.”
Commenters Say The Issue Is Becoming Widespread
In the comments section, viewers said they’ve been seeing more and more stories like this and shared their own concerns about flying.
“This my 14th video ab southwest oh my,” one person wrote.
“I’m big af. Fly Delta please, it’s the best and they are so nice,” another said.
“This makes me so nervous! I’m supposed to take my first flight in less than 30 days and southwest is the only airline with a nonstop flight to my destination!” a third added.
@thebabyru Outside of the fact that this was handled absolutely unprofessionally with no type of organization or true guidelines .. my main worry is that this policy can be used and abused towards black women as a whole. ##southwestairlines##plussize##fyp ♬ Quiet vlog fashionable chill out(1501557) – Yu Yaguchi
The Mary Sue has reached out to Southwest Airlines and Renee via email for comment.
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