Southwest Airlines Updates Policy for Plus-Size Passengers: What Travelers Need to Know

Southwest Airlines, long celebrated for its customer-friendly policies, is making significant changes to its “Customer of Size” policy, effective January 27, 2026. The Dallas-based carrier, known for its open-seating model and flexible accommodations, is tightening its refund rules for plus-size passengers who require additional seating. This shift, coinciding with Southwest’s transition to assigned seating, has sparked debate among travelers and advocacy groups.

Here’s what you need to know to plan your next trip with Southwest.

What’s Changing?

For over two decades, Southwest’s Customer of Size policy encouraged passengers who need more space—defined as those who cannot comfortably fit between two lowered armrests—to purchase a second seat at booking. After travel, passengers could request a refund for the extra seat with minimal restrictions, often making Southwest a preferred choice for plus-size travelers. Alternatively, passengers could request a free extra seat at the airport, subject to availability.

Starting January 27, 2026, the policy will undergo a major overhaul. Key changes include:

Mandatory Second Seat Purchase: Passengers who encroach on neighboring seats must proactively buy an additional seat in advance. This replaces the previous recommendation, making it a requirement for those unable to fit within a single seat’s boundaries.

Stricter Refund Conditions: Refunds for the extra seat will only be granted if three conditions are met:

1. The flight departs with at least one empty seat (or includes passengers traveling on space-available passes).
2. Both seats are purchased in the same fare class (e.g., Choice, Choice Preferred, Choice Extra, or Basic).
3. The refund request is submitted within 90 days of travel.

End of Free Same-Day Seats: The option to request a free extra seat at the airport will be discontinued. Passengers arriving without a pre-purchased second seat may need to buy one at the day-of-travel fare or be rebooked on a later flight if adjacent seats are unavailable.

No Preboarding for Seating Needs: With the shift to assigned seating, plus-size passengers will no longer be allowed to preboard solely to secure extra space.
These changes align with Southwest’s broader operational shift, including the introduction of assigned seating and new baggage fees, as the airline aims to boost revenue and streamline boarding processes.

Why the Change?

Southwest’s updated policy reflects a move toward operational efficiency and revenue optimization, driven by competitive pressures and shareholder demands. The airline has stated that the changes aim to “streamline boarding” and align its policies with industry standards. By requiring advance purchases and tying refunds to specific conditions, Southwest reduces “seat spoilage”—unsold seats that could have generated revenue. The shift to assigned seating also eliminates the flexibility of open boarding, which previously allowed gate agents to accommodate passengers’ needs on the spot.

However, critics argue that these changes place an undue burden on plus-size travelers. Jeff Jenkins, founder of Chubby Diaries, called the policy a “sneaky add-on” that adds stress to an already anxiety-inducing travel experience. “Travelers now need to know whether a flight is sold out to determine refund eligibility, which is information they can’t always access at booking,” Jenkins told USA TODAY. Advocacy groups, such as the National Association to Advance Fat Acceptance (NAAFA), express concern that the policy may discourage plus-size passengers from choosing Southwest, eroding the airline’s reputation as an inclusive carrier.

What This Means for Travelers

For plus-size travelers, the updated policy introduces new challenges:

• Increased Costs: If a flight is fully booked, the cost of the second seat becomes non-refundable, potentially adding hundreds of dollars to travel expenses. Travel agent Kaycee Bivens, who runs Plus Size Passport, noted that this could mean budgeting an extra $300–$400 for some clients, potentially pricing them out of travel.
• Planning Ahead: Southwest strongly encourages booking the second seat at the time of reservation to secure adjacent seats and avoid last-minute complications. Failure to do so could result in paying higher walk-up fares or being rebooked on a later flight.
• Refund Uncertainty: The requirement for an empty seat on the flight introduces unpredictability, as passengers won’t know until after travel whether they’ll qualify for a refund. This shifts the financial risk onto travelers.

For other passengers, the policy aims to ensure fairness by guaranteeing that purchased seats are fully usable, addressing complaints about encroachment. However, some X users have criticized the policy, with one post claiming it “rewards obesity,” reflecting a polarized sentiment. Others argue that Southwest’s approach remains more generous than competitors like Delta, American, or United, which typically require plus-size passengers to purchase additional seats without refund options.

Clarifying Misinformation

Recent posts on X have inaccurately claimed that Southwest is introducing a new mandate for plus-size passengers to buy two seats starting in 2026. In reality, Southwest’s long-standing policy has always encouraged purchasing extra seats, and the 2026 changes focus on stricter refund rules and mandatory advance purchases rather than a new requirement. Always verify such claims with official sources, such as Southwest’s website, to avoid confusion.

Tips for Plus-Size Travelers

To navigate the new policy effectively:

1. Book Early: Secure your second seat at booking to lock in lower fares and ensure adjacent seats. Southwest’s website advises this to avoid disruptions.
2. Check Fare Classes: Ensure both seats are purchased in the same fare class to meet refund eligibility criteria.
3. Monitor Refund Deadlines: Submit refund requests within 90 days of travel to avoid losing eligibility.
4. Consider Alternatives: If the policy feels restrictive, compare Southwest’s offerings with other airlines. While Southwest’s policy is still more flexible than many, some travelers may prefer carriers with wider seats or different accommodations.
5. Contact Customer Service: If unsure about your seating needs, speak with a gate agent or customer service representative early to discuss options.

The Bigger Picture

Southwest’s policy shift highlights a broader tension in the airline industry: balancing inclusivity with profitability. While the airline’s previous policy was praised for its empathy—earning accolades from disability advocates and plus-size travelers—the new rules align more closely with competitors’ practices. Tigress Osborn of NAAFA lamented the change, telling the New York Times, “Southwest was the only beacon of hope for many fat people who otherwise wouldn’t have been flying.”

As Southwest transitions to a more conventional model, travelers must adapt to a landscape where advance planning is critical. For plus-size passengers, this means budgeting for potential extra costs and navigating a less forgiving refund process. For all travelers, it’s a reminder to stay informed about policy changes that could affect your journey.

For the latest details on Southwest’s Customer of Size policy, visit Southwest Airlines’ official website.