TOPLINE:

Among 50 major airlines worldwide, website content addressing the needs of passengers with obesity was inconsistent, with varying descriptions of travelers with obesity and differences in information on seating and onboard special assistance.

METHODOLOGY:

• Commercial airlines have a responsibility to accommodate all customers’ needs, including passengers with obesity, but little is known about the policies they have for patients with obesity or how they’re communicated.
• Researchers conducted a cross-sectional descriptive content analysis of the information provided on websites of the 50 top airlines globally, defined by daily flight volumes, to assess the information they provide regarding the carriage of travelers with obesity and its adequacy. Data were accessed between February and June 2025.
• Areas of interest included weight-related terminology; information on seating, seatbelt extenders, mobility aids, special assistance, and aircraft dimensions; and use of AI chatbots for customer service support.

TAKEAWAY:

• Terminology on airline websites varied, with euphemistic phrases often used to describe travelers with obesity. The most common descriptions were “customers requiring extra personal space” and “an extra seat for personal comfort.” Only three of the airlines used the terms “obese” or “obesity,” and no carrier defined obesity by BMI or other parameters.
• Seating-related guidance was provided on 86% of the websites, but the portion of airlines offering specific types of seating content varied. For example, 70% offered information on seatbelt extenders, 62% seat pitch or legroom, 56% on seat width, 52% on accessible lavatories, 12% on boarding denial for the inability to fit in a seat, and 2% on aisle width.
• There were large differences in airline website content about how to handle the need for extra room and its cost, with 82% of airlines offering the option to book an extra seat, 24% advising a larger or higher-class seat, 14% advising passengers to check for a serviceable seat at boarding, 12% offering a discount on an extra seat, 10% allowing purchase of an extra seat on day of travel, 6% offering a refund if the flight wasn’t full, and 4% offering refunds for the extra seat or providing it for free.
• The portion of airlines providing information on specific types of special assistance also varied widely. All airlines offered information on airport terminal assistance, 96% on boarding assistance, 78% on the lack of bathroom assistance, 70% on help navigating the aisle, and 20% on assistance in and out of the seat. AI chatbots for customer support were available on 26% of the sites.

IN PRACTICE:

“There is a need for greater standardization in the provision of accessibility information to airline passengers with obesity. To enhance customer inclusivity and ensure equity of access, airlines should strive to improve the online communication of their obesity policies, notwithstanding the onus on airlines for safe carriage and protection of the interests of fellow passengers without obesity,” the authors wrote.

SOURCE:

The study, led by Tom McGovern, College of Medicine, Nursing and Health Sciences, University of Galway in Galway, Ireland, was published online in Obesity Science & Practice.

LIMITATIONS:

The analysis was limited to the top 50 airlines globally and those with English language content. Airlines were not contacted when information was missing, and discretionary accommodations were not captured. Passenger experiences likely vary by obesity grade, comorbidities, and mobility.

DISCLOSURES:

The authors had no funding to report. One author disclosed receiving payment from the University of Michigan for membership on a Data Safety Monitoring Board for two trials and from the Danish Diabetes Academy for grant reviews. He also reported investigator roles on two Novo Nordisk-sponsored clinical trials.

This article was created using several editorial tools, including AI, as part of the process. Human editors reviewed this content before publication.