As more plus-size passengers speak out about Southwest Airlines, one Texas man says even doing everything right didn’t prevent an uncomfortable situation.
In January, the airline announced that it would be changing its ‘customer of size’ policy, encouraging passengers who need extra space to proactively purchase an additional seat.
Since then, however, the airline has faced criticism over how it’s enforcing the policy. Numerous passengers report staff requesting them to purchase an extra seat on the spot while checking in or waiting to board, based solely on appearance. Many of the affected passengers said they had previously flown with the airline without requiring any special accommodations.
In his storytime video, which has garnered over 630,300 views, TikTok creator Isaac Smith (@dearisaacsmith) says that “it happened to [him], too.”
What Happened During His Southwest Trip?
“Southwest, you will never get my money again,” he says. “This was the final straw.”
Smith explains that after hearing reports from other plus-sized passengers, he decided to plan ahead.
“I did my due diligence of calling, getting two extra seats for my going and my coming back,” he says. “What I didn’t want was someone approaching me, and then I have to get out of character.”
According to Smith, his trip started without issues. He says he flew from Charlotte, North Carolina, to Minneapolis, Minnesota, with a stop in Nashville.
“When I went through Charlotte airport, I told a gate agent I bought two seats. They didn’t bother me,” he recounts. “Got on a flight, no problem at all.”
However, the Nashville trip was a different story.
While waiting at the gate with his headphones on, Smith says a gate agent approached him and asked what flight he was on.
“Obviously, I’m on the flight to Minneapolis, Minnesota,” he says. “I’m sitting right here at the gate.”
He says the employee then began explaining the airline’s extra seat policy, but Smith cut in.
“I said, ‘Sir, no disrespect, before you even go there, yes, I’m aware. I’ve already bought the two seats,’” he recounts. “So there’s no need to explain anything to me.”
Smith says he offered to show both boarding passes, which included a window and middle seat.
“I’m a window seat type of person,” he says. “I don’t like that aisle seat mess.”
More Back-And-Forth Between Southwest Gate Agents
According to Smith, the interaction didn’t end there. He claims the agent returned to speak with coworkers, and he could overhear them discussing him.
“So they were like, ‘So he did buy two seats? What’s his name?’” he says.
The agent then returned and asked to see his boarding pass again. Smith says the staff appeared unsure whether he had actually purchased both seats.
He alleges the agent then made a change to his reservation.
“He said, ‘We’re going to change your reservation to show that you are the ticket holder of those two tickets,’” Smith recounts.
When Smith asked why the change was necessary, he says the agent told him he should have booked the seats together rather than separately.
“I get a notification on Southwest that my boarding has been changed,” he says.
The new boarding pass, however, came with different seats.
“It has an aisle seat and a middle seat,” he says.
Smith says he went back to question the change, explaining he had originally selected a window and middle seat.
“I said, ‘I don’t feel comfortable sitting in the aisle seat,’” he recounts. “I don’t never pick an aisle seat.”
According to Smith, the agent told him nothing could be done.
“The seats are beside each other. As far as us changing it, there’s nothing we can do about that,” he recalls being told.
That response frustrated him. “What do you mean there’s nothing you can do about it?” he says. “Y’all could have just left me alone. I already told the man I bought two seats.”
He Says The Situation Felt Public And Embarrassing
Smith says the situation felt unnecessary and uncomfortable, especially given how publicly it played out.
“I ain’t gonna tell you the color of their skin, ’cause you already know,” he says. “I just feel like they went out their way to prove a point… yeah, he’s big. Yeah, he needs two seats.”
He adds that the back-and-forth at the gate drew attention and could have been handled more discreetly.
“Southwest, you need to do better,” he says. “Because this just shows that y’all don’t care about people.”
Smith also says he contacted customer support afterward to ask about a refund.
“The lady caught an attitude with me and said there was no possible way I could get a refund,” he says, claiming he was told the second seat had effectively been provided “for free.”
He disputes that explanation, saying his bank statement still shows he paid for both seats.
“When I tell y’all Southwest would never get my money ever again,” he concludes. “This be my first and last time.”
Commenters Say The Experience Was ‘Humiliating’
In the comments, viewers reacted strongly to Smith’s story, with many calling the situation unacceptable.
“This is humiliating….get a LAWYER,” one person wrote.
“What a humiliating experience. Harassment,” another said. “They tried to make an example out of you, even though you followed the policy. YOU ARE NOT WRONG. Lawyer up boo. So sorry this happened to you!!!”
Others said the story made them nervous about flying. “This has my anxiety through roof about my upcoming flight,” a third added.
How Does Booking An Extra Seat As A Southwest ‘Customer Of Size’ Work?
According to Southwest Airlines guidelines, the way Smith says he purchased his seats, separately, may not align with the airline’s recommended process.
The airline outlines that passengers who need extra space should add an “XS” (extra seat) to their booking while still listing their own name on both seats. That way, the reservation stays under the same passenger and is clearly linked in the system.
To find this information, however, a customer would have to specifically look it up, as it’s not available during a regular booking process.
Even so, that doesn’t fully address Smith’s main concern. His criticism centers on how the situation was handled, particularly the public back-and-forth at the gate.
In recent weeks, multiple plus-sized passengers have shared similar experiences, describing interactions they say felt uncomfortable, unnecessary, or, in some cases, discriminatory.
@dearisaacsmith Recent Vicitm of the new “Customer of Size” Policy by @Southwest Airlines. Very disappointed and honestly appalled on how I was treated. I’ve flown Southwest over the years but today is the last day you will get my money. #southwestairlines #pluzsize #discrimination #fatphobia #fyp
BroBible has reached out to Southwest Airlines via email and to Smith via Instagram messages for comment.