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By Amanda Greenwood
Associate News Editor
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Southwest Airlines—long recognized for its unique and "humane" approach to accommodating plus-size travelers, according to Forbes—is ending its "Customer of Size" policy, introducing new rules that mean plus-size passengers must now pay for extra room.
Why It Matters
This policy reversal could make flying expensive for some and fundamentally change Southwest's customer-first reputation. It also raises questions about inclusivity, passenger rights, and how airlines should accommodate diverse body types.
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What To Know
Previously, Southwest allowed passengers who needed it to buy an extra seat and claim a refund once the journey was over. Under the revised policy, effective January 27, 2026, any passenger who cannot sit comfortably within a single seat’s armrests will only be refunded for the purchase of a second seat if the flight is not sold out, both the seats are in the same fare class, and the request for a refund is made within 90 days of the journey.
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The newly announced rule coincides with two other major changes: From January 27, Southwest will also abandon its open-seating model in favor of assigned seating. Separately, in May 2025, the airline ended its longstanding "Bags Fly Free" policy and introduced baggage fees.
Southwest’s updated policy follows trends at American Airlines, United Airlines, Spirit Airlines and Frontier Airlines—all of which require passengers who cannot fit within a standard seat's armrests to purchase an additional seat.
What People Are Saying
Southwest Airlines previously said in a statement to Newsweek: "We are updating many policies as we prepare our operation, employees, and customers for assigned seating on January 27, 2026. To ensure space, we are communicating to customers who have previously used the extra-seat policy they should purchase it at booking."
In its official announcement, Southwest Airlines said: "Customers who encroach upon the neighboring seat(s) should proactively purchase the needed number of seats prior to travel to ensure the additional, adjacent seat is available."
Jason Vaughn, travel agent at Fat Tested Travel, told The Associated Press: "I think it’s going to make the flying experience worse for everybody. They have no idea anymore who their customer is. They have no identity left."
What Happens Next
Southwest’s revised policy takes effect January 27, 2026. Travelers accustomed to the airline’s previous flexibility will need to budget for extra seating, navigate new booking requirements, and prepare for possible refund restrictions. Southwest risks losing loyalty among plus-size travelers to competitors like Alaska Airlines, which maintains its refund policy for extra seats for customers of size.
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