Southwest Airlines Reverses Controversial 'Customer of Size' Policy After Backlash

Kevin HarrishMon, August 3, 2026 at 8:36 PM UTC

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Southwest Airlines has undergone some high-profile changes over the past several months and years as the carrier looks to boost profits and compete with legacy carriers like Delta, United, and American. However, one of those changes has not worked out well for the carrier.

While some of Southwest's changes have been successful and helped the airline accomplish its goals, one of these changes did not go over well with customers, and Southwest is backing down as a result.

Southwest’s ‘Customer of Size’ Policy

For years, Southwest has had a policy for plus-size travelers known as the Customer of Size policy. It is designed to provide additional accommodations for passengers who may require more than one seat during their flight.

Previously, customers covered under the policy had two options: they could purchase an additional seat in advance with the possibility of receiving a refund later if the flight was not full, or they could ask for a complimentary extra seat upon arriving at the airport.

That approach changed in January, when Southwest the policy to require all plus-size customers who need an additional seat to purchase it before traveling and “pay any applicable seat fee.”

“To ensure space, we are communicating to Customers who have previously used the extra seat policy that they should purchase it at booking,” the airline said in a statement.

Although travelers could still request a refund after completing their trip, eligibility would now be based on whether both seats were purchased within the same fare class.

Customers Weren't Happy

Following the policy update, many customers voiced their frustration, with one travel expert cautioning that the changes could have unintended consequences for everyone involved, including fellow passengers and Southwest employees.

Jason Vaughn, a travel advisor who operates Fat Tested Travel — a travel website focused on plus-size travelers — said the previous policy gave larger passengers little reason not to reserve an extra seat ahead of time since they could receive a refund if the additional seat ultimately was not needed.

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With that incentive now gone, he argued, more plus-size travelers may choose to book only one seat and hope it provides enough room.

“I think it’s going to make the flying experience worse for everybody,” he said via the .

As a result, the change could create a less comfortable experience for passengers seated nearby while also adding logistical complications for flight attendants and gate agents.

Southwest Reverses Course

Following the customer outrage, Southwest has decided to reverse course and will no longer require plus-size passengers to purchase an extra seat in advance.

Beginning last week, Southwest no longer requires plus-size passengers to purchase an extra seat in advance, allowing airport agents to offer an additional seat at no extra cost when space is available.

"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 via ABC News. "If another seat is not available, we will work to accommodate the Customer on a later flight."

Southwest said in a statement that this change comes after the airline's extensive review and that it will continue refining its process "to create a more consistent and seamless travel experience for customers who require an additional seat."

"We continue to encourage Customers who need an additional seat to book it in advance to help alleviate any last-minute inconvenience at the airport," the statement added.

This story was originally published by Men's Journal on Aug 3, 2026, where it first appeared in the Travel section. Add Men's Journal as a Preferred Source by clicking here.

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Source: “AOL Breaking”