A plus-sized businesswoman who purchased two seats for herself on a Jetstar flight has expressed her disappointment with the airline, citing an incident where she was denied permission to bring extra luggage, leaving her ashamed.
Holly Richards, the owner of the body-positive brand AmpleFolk, shared her unsettling experience on Instagram following a mishap with her carry-on baggage during the boarding process for a flight from Sydney to Melbourne's Avalon airport on a recent Saturday.
In a detailed Instagram post spanning 1,157 words, Ms. Richards, who proudly identifies as an Australian size 28-30, explained that she had purchased two seats to avoid any potential discomforting glances or remarks from fellow passengers who might feel encroached upon by her presence.
Despite purchasing two seats for herself, the businesswoman had also acquired an additional 7kg of carry-on luggage to circumvent fees imposed by the low-cost airline.
Ms. Richards clarified that her carry-on items consisted of her handbag, a small suitcase, and a CPAP machine, which she believed would be exempt from the carry-on baggage allowance as it is recognized as a medical device due to her sleep apnea condition.
To her dismay, two members of the airline's staff, whom she described as "incredibly rude," proceeded to weigh her bags and informed her that she exceeded the weight limit by 3kg and was only permitted to bring two items on board.
Following a tense exchange, Ms. Richards reluctantly informed the Jetstar employees that she had purchased an additional seat, assuming this entitled her to double the carry-on allowance.
According to Ms. Richards' account, one of the employees disputed her assumption, stating that it was not the case and insisting that she check the excess bag. Frustrated by the interaction, Ms. Richards expressed her dissatisfaction, deeming the employee's behavior rude and unreasonable. She then requested to speak with a manager in hopes of resolving the situation.
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In response, the employee accused Ms. Richards of being rude herself and predicted that the manager would convey the same message. Eventually, the employee left to summon the manager, leaving Ms. Richards emotionally overwhelmed as she immediately burst into tears.
The manager promptly apologized after learning about the situation and Ms. Richards' ownership of an additional seat. However, despite the manager's response, Ms. Richards said she was deeply affected by the incident, feeling tarnished and ashamed.
In her Instagram post, she expressed her distress, recounting how she was compelled to wait in line and take her seat while visibly shedding tears. Ms. Richards shared her perspective, emphasizing the immense fear and vulnerability experienced as a larger individual in a world that often amplifies such concerns.
She further revealed her deliberate efforts to avoid public situations where her body might cause inconvenience or draw unwanted attention, underscoring the incident's emotional impact on her.
According to reports, Jetstar has taken the step of refunding Ms. Richards for her flights. In her Instagram post, Ms. Richards outlined her measures to ensure her weight does not become an issue.
These include inquiring about larger chairs at restaurants, carrying a seatbelt extender, and even avoiding public transportation to prevent any potential encroachment on someone else's space.
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Ms. Richards pointed out that her personal experiences highlight a broader issue: the world often fails to accommodate diverse bodies, thereby excluding many individuals with different body types, cognitive abilities, and physical conditions. She expressed her frustration at the "extreme injustice" she encountered during this particular incident, highlighting her repeated encounters with bad faith, rudeness, and disdain.
"I was compelled to repeatedly subject myself to further embarrassment and endure the already highly stressful experience of air travel, which is particularly challenging for me,"
Ms. Richards expressed this in her Instagram post. She highlighted the extra measures she consistently takes to avoid burdening the existing system. Despite her efforts, she felt dehumanized by the treatment she received. The incident not only ruined her day but also significantly impacted her mental well-being and self-esteem, which were already fragile.
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She firmly asserted that she does not owe anyone an explanation or apology for her body, pre-emptively addressing anticipated comments suggesting she should simply lose weight. Her Instagram post garnered an outpouring of support and sympathy from her followers, who expressed solidarity with her. Additionally, the airline faced strong criticism for its handling of the situation.
One commenter voiced their disappointment, addressing Jetstar directly: "Jetstar, you should be ashamed of your lack of humanity and your failure to embrace and welcome individuals with diverse needs, abilities, and bodies. Do better. Be better."
A Jetstar spokesperson acknowledged the incident and expressed apologies to Ms. Richards. They stated, "We're genuinely sorry to learn about Ms. Richards' recent experience, and we understand that it must have been a distressing situation for her."
The spokesperson emphasized Jetstar's commitment to providing excellent customer service and treating all passengers with respect. They further assured that the incident would be thoroughly investigated to identify areas for improvement and ensure a better experience in the future.
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