Air travel is usually about speed and convenience, but sometimes comfort takes a backseat—literally. A recent reader’s experience on an easyJet flight from Faro to Luton highlights a problem many passengers have faced: when the person next to you takes up more space than expected, your seat suddenly feels tiny.
A.E. from High Wycombe, Bucks, shared that the flight became almost unbearable due to the size of the passenger next to him.
He explained that while the airline apologised, it refused to refund the £110 ticket for the seat he couldn’t properly use.
Some might call this fat-shaming, but A.E. argued it was a matter of paying for a seat and not being able to sit in it.
Witnessing a Better Approach
Coincidentally, I had just flown with easyJet a couple of days later on a flight to Geneva.
I saw a steward politely relocate a larger passenger from a crowded row into a row of three seats all to herself.
It was handled smoothly, without fuss or upset—proof that airlines can manage these situations with care.
Unfortunately, for A.E., that wasn’t an option.
His flight was full, and he spent nearly three hours struggling, even standing at the back of the plane for part of the journey.
When Stewards Show Sympathy
A.E. praised the stewards’ understanding, who offered free drinks to help ease the discomfort.
Yet, there was a complication: the airline’s rule says passengers must be able to fasten a standard seat belt in the seat they occupy.
A.E. described how his neighbour could only buckle the belt after considerable effort, kept undoing it before the seatbelt light turned off, and lifted the armrest to spread further into his space.
Photos he shared clearly showed the intrusion, forcing him to squeeze to one side.
Customer Service Response Falls Short
When A.E. contacted easyJet customer service, the airline expressed sympathy but initially refused a refund.
They noted the complaint would be reviewed to improve the travel experience, yet for A.E., words were not enough—he had booked a seat and expected to use it comfortably.
I argued that if a seat were broken, causing similar discomfort, a refund would likely be granted.
By that logic, the same should apply here.
Airline Policy and Seat Belts
EasyJet stood firm, explaining that strict rules govern emergency exit rows, requiring passengers to fasten a standard seat belt.
This suggested the airline didn’t view the neighbouring passenger as particularly large.
Generally, larger passengers can request extended seat belts—but not in exit rows.
The airline offered a £50 voucher as a goodwill gesture.
Their spokesman explained that passengers needing more than one seat for comfort should purchase an extra seat in advance, as availability on the day cannot be guaranteed.
While understandable, this policy shifts responsibility to the larger passenger rather than addressing overall comfort for everyone.
A £50 Voucher Isn’t Enough
I felt the voucher was insufficient and pushed easyJet again, sharing the photos showing the neighbour’s intrusion.
This seemed to prompt a change.
The airline eventually agreed: A.E. would be refunded the full price of his seat.
It was a win, albeit one that highlighted a broader question: shouldn’t airlines design seating that accommodates passengers of all sizes more comfortably?
Marks & Spencer Package Mix-Up Adds Frustration
Switching gears, another reader, V.P. from Hampshire, faced a different kind of frustration—this time with online shopping.
In April, she ordered four items from Marks & Spencer for £102.50. Three arrived, but a £25 top never did.
Post-cyber-attack chaos meant her order showed as “awaiting dispatch” and eventually disappeared.
Despite multiple attempts via email and in-store, V.P. couldn’t speak to a human, only chatbots that failed to understand her issue.
After I reached out on her behalf, an M&S staff member finally phoned and processed her refund.
When Human Contact Matters
Both stories underscore a simple truth: whether it’s air travel or online shopping, people need solutions that work.
Policies and automated systems can only go so far—sometimes, a human listening and acting makes all the difference.