Passenger of size issues on OOL-MEL flight today

[Pushka]

I do wonder if people don't realise their size. Or even see it as a discrimination issue. We knew of an obese lady who travelled frequently. It was always a surprise to her that she was usually upgraded. (She wasn't high status etc). People she told knew though.

 

[mannej]

Seeing that we are entitled to a response, here goes.

I'd like to point out...

1: it could have been a gamble, but then seating someone in the middle seat who is clearly too big for the seat isn't a gamble? Seems like airlines should see these situations coming.

The OP has provided conflicting information here, but they have stated that the person in question was both obese and tall. Perhaps the only two possible rows with some form of comfort for the person in question were the exit rows or Row 3.

2: if the POS was really as big as described, she should have been made to purchase a comfort seat. For everyone's comfort.

Whilst in theory it would be nice, what if she didn't have the funds to purchase a comfort seat? This is a grey area with how it sits in relation to any anti-discrimination laws etc.

3: the responsibility of the exit row has come up here before. Some people simply don't want that responsibility. It's a big thing. That's why we're all not doctors and police officers.

Whilst I understand that, it would seem as if the Exit Row did provide some of the solution here. We don't know how full the flight was, so it is possible that the only two seats left in economy were there.

I am not arguing that it seems as if the situation wasn't handled as well as it could have been, but I guess we only have 1 side of the story (and it is likely we won't hear from the other 2 parties involved).

 

[Mattg]

I suspect Virgin doesn't actually really have a policy on this - other than to recommend large passengers buy a comfort seat - which could be part of the problem.

FWIW it looks to me like the VA ground staff/FAs at OOL thought you were trying to score a free upgrade. Which, considering you say this wasn't true, and even suggested they upgrade the other passenger, is a pretty poor excuse for handling the situation so poorly.

 

[samh004]

ahhh, didnt know they called it that....that would save everyone these horrible experiences....if the system is in place to be used, why not use it???

It's a clunky system.

That said, it does have its benefits for those in the know... mainly being the extra seat comes with points and SC

Good for sale-Y SC-runs.

 

[strtrek]

my main concern was her arms and shoulders that were taking up half our seats....she was really wide and the fact that she couldnt even rest her arms on the arm rest because all the fat was there just made it even more unpleasant....and did i mention the sweating??? and the smell???

My house flooded last week , so if i can put up with wet carpet smell, I can put up now with anything....so it was just the width issue.

and yes, obese people can be tall as well....

but back to topic.....why cant people who know they will need an extender be happy to ask for one, but not happy to fork out for 2 seats if they are allowed to???

God I wish I took a pic...lesson learnt.

 

[samh004]

The OP has provided conflicting information here, but they have stated that the person in question was both obese and tall. Perhaps the only two possible rows with some form of comfort for the person in question were the exit rows or Row 3.

Whenever I've traveled on QF with a comfort seat, seat selection isn't allowed, you can't get the front row and you can't get an exit row. I'm usually around row 6+ where the armrest can be moved up after takeoff (not that I need it)

Whilst in theory it would be nice, what if she didn't have the funds to purchase a comfort seat? This is a grey area with how it sits in relation to any anti-discrimination laws etc.

I think this is where it becomes the airlines responsibility.

That said, there's also the view that air travel IS expensive and ISN'T for everyone. It's not a right. If it's too expensive, so be it, don't travel by air.

I fear going any further into cost issues would take us off topic... but if a comfort seat on VA is too much (in addition to regular seat) then I'm willing to bet such a combo on JQ or TT would cost less and be the choice to make in the future.

Whilst I understand that, it would seem as if the Exit Row did provide some of the solution here. We don't know how full the flight was, so it is possible that the only two seats left in economy were there.

I am not arguing that it seems as if the situation wasn't handled as well as it could have been, but I guess we only have 1 side of the story (and it is likely we won't hear from the other 2 parties involved).

We rarely get the other side of the story on AFF, be it vital to form a conclusion or not.

However in this case, the OP wanted to know what the policy was and who to send a complaint to.

I think we've established there might not be a real policy, and the complaint should be informative but not emotive. I'd send it to the CEO personally, a PA will read it and get it to the right department.

 

[strtrek]

It's a clunky system.

That said, it does have its benefits for those in the know... mainly being the extra seat comes with points and SC

Good for sale-Y SC-runs.

so can i buy this in future for 3B if we buy 3A and 3C..or wont they let us because the arm rests are fixed and thus defeating the point?? God If I only knew this when I booked.....thats why i love AFF

 

[strtrek]

what do you think?? enough info for VA to get the idea???


flight ### OOL_MEL 25 april 2016

I was in 3c and husband in 3a, POS who needed extender belt was placed in 3B .
we all couldn't fit comfortably and safely, 'the POS unfortunately took up some of our seats as well due to her shoulder width.
Even after flight attendants helping her with belt, I still had to point out that we couldn't fly like this, they initially said they didn't have any other seats to move us to
I informed them we had no baggage and could be put on next flight to MEL as we were doing Status run, but needed to get our 6.30 pm flight MEL-SYD.
Ground staff notified, she informed us we could move flights but at our own expense.Ground staff informed me that because i had asked re loading of row 3 in the lounge then I must be looking to obtain free upgrade.
I asked if POS could be upgraded to Business as it was half full. Flight attendants/ ground staff said it wasn't in their power to do that.
I continued to ask re moving seats, finally told 2 seats available in exit row 14.
I didn't want to take on exit row responsibility's so suggested moving my husband from 3A to 14C, moving POS to 3A and me staying in 3C.
The whole encounter was stressful, embarrassing not only to me but to POS.

my details etc etc......

 

[bullerdude]

In principle I'm going to side with the OP on this one...

VA have legal responsibility to make sure everyone feels safe on the flight - In this case it is clear that this wasn't the case and the Cabin Crew failed to resolve the situation in a professional manor.

That said we have no knowledge of the situation from the '3B Passenger' perspective, so our comments are limited in that respect.


NB, The people you need to contact at Virgin Australia is the Guest Experience team who work in the Office of the CEO - Not sure if I have their email address though.

 

[strtrek]

I just remembered, she called one of the VA flight crew by name,they had a quick chat.. I think she was a VA staff members mother.....do you think that would have made a difference in the way they treated her??They were talking about her rosters...

I completely forgot about that.....oh well, makes sense now I guess why they didn't want to upset her .

 

[Denali]

Just like my reports, every time I read POS, I think piece of s***. Makes bad sales reports and this thread more amusing

 

[Foreigner]

Just like my reports, every time I read POS, I think piece of s***. Makes bad sales reports and this thread more amusing

And intriguing! Maybe mum and daughter could get into strife with VA.

 

[strtrek]

oh god...hope not.....bloody hell..

((((whistling)))) nothing to see here...move along people...move along

 

[greenfish]

Slightly OT, but why do airlines - not just VA - do this in rows likely to be occupied by high status pax? I had a QF flight MEL-BNE last year - not that busy - in 4D. A petite woman was in 4F (we were both WP). Very late in the day, a very large person arrived and occupied 4E.

He was, unfortunately, wider than a 737 centre seat. I coped by leaning into the aisle for the entire flight, but the poor woman in the window seat was effectively compressed against the wall of the plane. Must have been very claustrophobic for her.

 

[strtrek]

Slightly OT, but why do airlines - not just VA - do this in rows likely to be occupied by high status pax? I had a QF flight MEL-BNE last year - not that busy - in 4D. A petite woman was in 4F (we were both WP). Very late in the day, a very large person arrived and occupied 4E.

He was, unfortunately, wider than a 737 centre seat. I coped by leaning into the aisle for the entire flight, but the poor woman in the window seat was effectively compressed against the wall of the plane. Must have been very claustrophobic for her.

I think if i was 10 years younger I would have just put up with it and leaned into the aisle as well, but I'm getting old and stiff and not as agile as I once was..so I knew If I kept that position for 2.5 hrs I would have paid for it big time for days to come....

Maybe I'm just getting grumpy in my old age...

But yep, I have not a clue why they do that....

 

[Sprucegoose]

He was, unfortunately, wider than a 737 centre seat.

Is that not a safety issue?

 

[aaronjames000]

You know how they have those metal frames to slot your carry on baggage in to make sure it fits in the overhead locker or under the seat in front of you... Not meaning to sound stupid... But why don't they have them for people too? There has to be a limit on the size of people that can be carried in an ordinary seat...

It's not discrimination for telling them they can't fit... It's just physics.

Either fit in this, or buy a second seat, or catch the train... Pretty simple i would have that..

 

[Mattg]

what do you think?? enough info for VA to get the idea???


flight ### OOL_MEL 25 april 2016

I'm surprised no one has picked up on the date yet?

 

[strtrek]

I'm surprised no one has picked up on the date yet?

oops.....2015...im planning a usa trip jan 2016 so that date seems to have stuck in my head

 

[serfty]

I believe some US airlines have a policy that if a PAX they cannot fly if they are unable to fit in a seat (without lifting the armrests).

It's an emotive topic and multitudes of posts have been made on this on traveller fora around the globe.