Do Commercial Airline Policies for Passengers With Obesity Carry Enough Weight?

Abstract

Introduction: The travel industry has a responsibility to accommodate the needs of all its customers, including those with obesity. It is not known to what extent airlines communicate accessibility policies to passengers with obesity. We sought to assess the adequacy and content of information provided by international commercial airlines regarding the carriage of passengers with obesity.

Methods: A descriptive cross-sectional analysis was conducted of policies relating to passengers with obesity that were available on publicly accessible websites of the 50 busiest global commercial airlines. Variables of interest included fleet description, passenger weight-related terminology, seating information, use of seatbelt extenders, special assistance information, use of artificial intelligence chatbots for customer service, and availability of customer information in the English language.

Results: A diverse range of terms was used to describe travelers with obesity, with "customers requiring extra personal space" or "an extra seat for personal comfort" being the most frequently used descriptors. Seating information relating to larger passengers was provided by 86% (n = 43) of airlines. Passenger guidance on the use of seatbelt extenders was available on 70% (n = 35) of airline websites. Special assistance information was provided by all airlines.

Conclusion: While leading commercial airlines provide obesity policy information on their websites, there is considerable variation between carriers in the degree of information provided. There is a need for more transparent and standardized accessibility information for airline passengers with obesity.