Southwest has revised the rule requiring plus-size passengers to buy an extra seat before flying.
The airline’s longstanding ‘Customer of Size’ policy had for years given passengers who needed more than one seat two ways to get it. Customers could either buy the extra seat ahead of time and apply for a refund afterward or ask for a free seat at the airport.
In January, the second option disappeared with the updated policy requiring advance purchase and, in the airline’s words, that customers “pay any applicable seat fee.” Refunds were still possible, but only if the flight departed with at least one open seat, both seats were in the same fare class, and the request was made within 90 days.
When Southwest made the announcement regarding the ensuing change in August 2025, a company representative said, “To ensure space, we are communicating to Customers who have previously used the extra seat policy that they should purchase it at booking,” Southwest said at the time.
Public backlash and fallout
Complaints began pouring in almost immediately across social media and travel forums following the January policy shift. Plus-size travelers and advocacy groups, such as the National Association to Advance Fat Acceptance (NAAFA), criticized the change, calling it both restrictive and prone to inconsistent enforcement.
From the passenger side of things, many customers reported feeling publicly shamed by gate agents or facing high, last-minute costs when forced to purchase extra seats at the airport. Viral reports of ’embarrassing’ interactions at the gate further intensified public pressure on the carrier to rethink its approach.
Jason Vaughn, a travel advisor who runs Fat Tested Travel, a platform aimed at plus-size travelers, told the Associated Press that the old system had worked precisely because the refund removed any reason not to book ahead. Without that guarantee, he argued more people would gamble on a single seat.
“I think it’s going to make the flying experience worse for everybody,” Vaughn noted, warning that the move would mean tighter quarters for passengers and increased pressure for gate agents and flight attendants in terms of managing seat conflicts.
Southwest has since reversed course. Airport staff can now hand out a second seat for free when one is open. “On flights where adjacent seats are available, our agents at the airport are empowered to provide an additional seat at no extra cost to Customers who require one,” the airline said in a statement to ABC News. “If another seat is not available, we will work to accommodate the Customer on a later flight,” the company added.
The backtracking came after what the airline described as an extensive review, and the airline said it would continue refining the process.
With the way things are going, however, it does appear that Southwest is slowly stepping away from its longstanding identity. In May 2025, for instance, the carrier began charging $35 for the first checked baggage and $45 for the second (current rates are now $45 and $55, respectively), ending its iconic free checked-baggage policy.
Sources: Southwest, AP News, Frommer’s, ABC News, Washington Post, NAAFA, Men’s Journal