Originally Posted by
LarryJ
Confronting someone about their weight is an embarrassing and uncomfortable thing to do. It isn't surprising that agents and F/As are reluctant to take the initiative to do so. Often they will need a nudge from the affected passenger(s) sitting next to the customer of size.
As a passenger, knowing the policy, and that it is the COS that is to be moved, not the passenger who's space is being compromised.
As always, if the problem is not being resolved according to the policy, request the CRO (Complaint Resolution Official).
From
https://www.transportation.gov/individuals/aviation-consumer-protection/what-do-if-you-have-problem
.
When should I contact a complaint resolution official (CRO)?- If you encounter a disability-related issue related to an airline accommodation or service, you can request to speak with the airline’s Complaint Resolution Official (CRO) or a supervisor. A CRO is the airline’s expert on disability-related issues in air travel and has the authority to resolve complaints on behalf of the airline. Every airline must have a CRO available either by telephone or in person during operating hours.
Thanks, Larry.
What I see here in this set of comments is a reluctance all the way around. The GA/FA don't want to approach the COS ("customer of size?" Is this a correct designation? I don't want to use a pejorative). The COS probably knows, and let's be magnanimous that they aren't particularly excited about it, either. The seatmate in at least 3 instances above either was unwilling to talk to the FA or did in a non-confrontational way and ultimately went to a self-service solution in an inferior seat.
So. What should a pax do to follow the procedure you outlined above?
1. the COS should just know/be informed that they need to purchase a second seat and/or in a premium cabin. Clearly they don't and the GA is not enforcing the rule (but how would they know unless informed by a FA?)
2. So, it's up to the space-intruded-upon pax to start the ball rolling. To whom should they speak *before the door closes*?
a. the FA to get the GA involved?
b. involve the captain somehow (again, via the FA?)
c. the CRO (complaint resolution officer)? Again, how?
3. How do we make sure it's *not* up to the pax to start the ball rolling in these rare instances?
Given that the pax who does this is going to get a lot of social pressure from their peers who just want to get home as well as potentially from the FA who also just wants to get paid (ie, the door gets shut)... what is the transcript one should use to minimize a poor outcome for any passenger, really to treat all the passengers/crew with dignity and respect?