Amid escalating tensions with the airline staff, Richards, feeling mistreated by their demeanor, requested to speak with the manager. As they departed to locate the manager, Richards found herself overwhelmed with emotion, breaking down in tears in front of the other passengers.
Upon the manager’s arrival, Richards was informed that while she could bring her CPAP device onboard, her luggage exceeded the limit. Reluctantly, Richards disclosed to the manager that she had purchased an extra seat, which led to an apology and permission to board.
Feeling humiliated by the entire ordeal, Richards felt compelled to share her experience, hoping others might avoid similar situations.
“It’s incredibly daunting being a larger person in this world, even in the best of times,” Richards expressed. She criticized the fact that societal norms often exclude individuals with diverse bodies, brains, and abilities. While some might suggest she “just lose weight,” Richards asserted she owed no one an explanation or apology for her body.
She recounted being “compelled to further embarrass myself” during air travel, an already stressful experience, despite her efforts to mitigate any inconvenience to the system.
As Richards’ story gained traction online, Jetstar issued an apology and refunded her for the tickets.
“We deeply regret Ms. Richard’s recent experience and understand the distress it caused,” a spokesperson for the airline remarked. “We are committed to providing excellent customer service and treating everyone with respect. We are investigating the incident to improve our services.”
