Southwest Airlines is going through a major transformation that has already seen the Dallas-based carrier ditch its iconic ‘two bags fly free’ policy, with the end of its open seating policy and the introduction of extra legroom seating coming early next year.
As part of those changes, we’ve now learnt that Southwest is making a big change to its infamous ‘customer of size’ policy that allowed larger customers to book an extra seat for free so that they didn’t spill onto their seatmate.
What Is Southwest’s ‘Customer Of Size Policy’?
For many years, Southwest has allowed obese passengers to book two seats but only pay for one through its ‘customer of size policy.’
Passengers were allowed to benefit from this policy if they were so large that they would encroach on the space of their seatmate. For the purposes of this policy, Southwest considered the armrest between seats as the ‘definitive boundary.’
In other words, if a passenger’s body overlapped the armrest, then they could effectively book a second seat for free. Once the passenger arrives at the gate, they get given a ‘Seat Reserved’ sign that they place on the seat next to them to show to other customers that this seat isn’t free.
Passengers have been required to book and pay for two seats, but once they have flown, they can apply for a refund via the Southwest Airlines website.
How Will The Refund Rules Change?
From January 27, 2026, however, Southwest Airlines is making a big change to its customer size policy, which could make it a lot more expensive.
This date also coincides with Southwest’s transition from an open seating policy to assigned seating. As a result, customers will have to pay for their preferred seat, with extra legroom and front-of-the-plane seats costing significantly more.
Passengers looking to take advantage of Southwest’s customer of size policy will still need to book two seats in advance, but they will only be eligible for a refund if the flight ends up departing with at least one open seat.
Southwest will also only authorize a refund if both seats have been booked in the same fare class. For example, if you want to book a refundable Choice Preferred fare with early general boarding, you can’t then book a second seat with a Basic fare.
In summary, from January 27, 2026, ‘Customer of Size’ refunds will only be actioned if:
- The flight departs with at least one open seat
- Both seats have been booked in the same fare class
- The refund request is made within 90 days of booking.
Remember: Passengers will be able to request a refund if there’s an open seat even if there is more than one ‘customer of size’ booking on the flight.
Why The Customer Of Size Policy Has Been Controversial
Southwest’s customer of size policy is designed to make the flying experience more comfortable and equitable for everyone, but it’s not without its critics.
While non-obsese passengers are being squeezed into shrinking airplane seats, Southwest’s policy allows larger customers to have a more comfortable experience and not pay any extra.
Customers of size have also been allowed to pre-board, allowing them to snag the best seats upfront. Of course, with the move to assigned seating, this will no longer be the case.
Why People Who Don’t Need An Extra Seat Want The Old Policy To Stay
Some passengers, however, believe that the customer of size policy has been a benefit for everyone. After all, no one wants to be sitting next to a stranger who is encroaching on their seat, so while some people might think the policy allows a small minority to ‘cheat the system,’ there are many others who are quietly thankful that Southwest has offered this benefit.
Unfortunately, now that there is no guarantee that customers of size will get a refund, it might dissuade a lot of people who previously booked an extra seat from doing so in the future.
What Other Changes Is Southwest Making?
Under the direction of activist investor Elliott, there are some major changes coming to Southwest that have not gone down well with loyal flyers who see the airline becoming just like any other carrier in the United States.
Along with assigned seating, Southwest is introducing new fare bundles, cutting free checked baggage, and making sweeping cuts to its loyalty program.
A change to the customer of size policy had been rumored since Elliott gained so much control over Southwest, so this announcement probably shouldn’t come as much of a surprise.
What do you think about Southwest’s ‘customer of size’ policy change? Let me know your opinion in the comments below…
Southwest deserves to lose all it’s passengers
I agree, and I came to that conclusion after my one and only Southwest flight.
My concern is for passengers with disabilities who cannot manage to walk for whatever reason to the back of the plane. Or stand for long periods of time to board or unboard a plane and should have seats designated close to the front of the plane. Not just adults but families flying with disabled children who would now have to be now new to be carried because they can’t get in the front with their wheelchair. These are some of the common concerns that l haven’t seen addressed yet.
I imagine people who need two seats will now not purchase the second seat. They will purchase a single seat and force themselves in that seat, spilling over into the seat next to them. It can become a very uncomfortable flight for passengers sitting next to them. Can you imagine a direct flight from Las Vegas to Hawaii under this circumstance?
Perhaps airlines should make a few, 10? coach seats wider for the people who need it. If its 3 seats on each side, then make a few rows with 2 on each side. How many really large people are on a flight? If you are a certain weight, idk what weight one has to be to not fit in between the arm rests as i am thin and petite, but say 270, 300lbs then you get to have the larger seat.
If there are less big people on the flight than the amount of bigger seats, then they are given to a pregnant person, a parent with an infant or to a really tall person, or someone with a cast etc. Having not flown 1st class, but seeing those front “busisness ” class seats on short flights, they really are not much bigger so even booking those seats does not help the really big people.
How about fat people stop being inconsiderate and just lose weight? It isn’t hard. Or take the bus.
Southwest Airlines, the last bastion of decency for air travelers, has decided to follow suit and bow to the god-money and, and will now toss its loyal, life-long clientele to the ever-hungry flames of horrendous air travel, in the hopes of bringing glory and fame and wealth to its power-starved owners.
Just another airline that has decided to go the Spirit way. Despicable and pathetic. May they receive its reward.
You don’t mention the other option for a person of size flying Southwest. When checking in at the ticket counter you can just request an additional seat. It’s free. No request for a refund is necessary. They’ll give it to you even for a full flight -someone else will get bumped.
Is this policy changing?
This policy has already changed. They will not bump the last person checked in for the flight to make room for an extra seat for a customer of size. If you ask for a 2nd seat for a customer of size at the counter and there is no available seats on your flight then they will rebook the customer of size onto another flight that can accommodate them and their extra seat request.
I don’t have a problem with the change in customer of size policy as long as an obese person is allowed on the plane with just one seat purchased. If a flight is full the obese person should pay for both seats. My problem is with what has happened to Southwest and the takeover by Elliott. This has ruined the culture and the customer focus of this airline. With drastic cuts to the loyalty program and squeezing the pitch of the basic seats to make room for roomier preferred seats, it will no longer be distinguishable from other airlines and not competitively priced. When Hedge funds and private equity firms take over businesses, it ruins those businesses. I have been a loyal Southwest customer but I will start shopping price and it will probably be American and Delta. Elliott is there to raise stock price, all about the money. But Herb Kelleher knew how to take care of customers, employees and make money. Paul Singer is the trump of hedge funds. Bob Jordan is a figurehead CEO.
When finally I found a flexible Airline that fit my needs when I need to flight. It change like others… abusing charging costumers absurd carry on fees and other fees in between.
The idea of sign sits it is not attractive. Plus the idea of charging for your regular carry on either.
I suggest you to look for the Allegiant Airline that group a good deal in Bundles and charge costumers with decent fee and help the customers to just carry what they needs and void over weights. Allegiant put every fee separate in a bundle so you know what is for.
I hope SW doesn’t end up being like those other greedy airlines charging high prices without consideration to travelers simply because of their status and etiquette.
🤔
What you don’t state here is there used to be a ton of nonstop flights throughout the West Coast, Las Vegas and Arizona. Now they are down to 3 a day in some cases and are much more expensive. We have been loyal Southwest flyers going back more than 30 years and probably further and we fly more than once a year. We used to brag we didn’t fly on anything but Southwest because they were the best. Well we pretty much fly anything BUT Southwest now. If bringing in Peet’s coffee is the only perk they can give me, I am not interested. Greed is killing off Southwest. You watch.
Ive been flying SWA exclusively for decades. I put up with the substandard seats and lack of frills bc of the unique advantages it offered in other areas. This is the final nail in the coffin for SWA as far as I am concerned. They are now a substandard airlines with no advantages. Nice work Elliott. You have gutted the only things SW had going for them. Waiting for the announcement that they are eliminating the Companion Pass
The policy is still ridiculous. If you need two seats, whether on a plane, train, bus, sporting event or whatever, you should pay for two and not get any refund.
The customer of size policy benefits all flyers and maybe the airlines can at least give a discount to those that have to purchase 2 seats so people still use and don’t encroach on others space. There are not that many people that actually use this benefit and like I said it benefits all flyers.
Although SWA os trying to make itself over to a regular airline they have lost customer base and the change to the 2 bag policy will actually cost them millions in lost revenue.
Remaking themselves into a regular carrier they have a long way to go. Booking seats in advance will disappear, 2 bags gone, pouring drinks individually for each order will slow down service, opening bottles of wine and keeping the caps is ridiculous (on a flight this week I was told that so you can’t take the bottle with you). It’s mine and I paid for it. Why can’t I take it with me?
They’ve got a very long way to go to get better.
Even the cabin crew is not happy with this change!
I am not ‘a customer of size. But the consistent removal of benefits that differentiate this airline from others makes me yawn when looking to book a travel itinerary. I am no longer interested in southwest airlines as a travel partner. They are same as, same as. So really no benefit and no juice. Just forget about it.
Southwest has become increasingly greedy.
Some of the comments that the CEOs of airlines have made are S follows.
1. Smaller seat size. .. will the CEO travel in this seat or fly in his corporate jet?
2. Pulling a scam of business select fares with priority seating in the A zone.. except they then allow pre boarding of every Tom, Dick, Harry and Karen and Jane to get in front of these passengers and claim the the most desirable seats.
3. I have encountered rank racism from the flight staff immediately after the 9/11 incident when I with my wife who is a white blonde Caucasian and myself, a light skinned us citizen from India and have lived in USA for 40 years. On the basis of a female passenger Karen who was uncomfortable about me being on the flight , I was asked to get out of the plane to be allotted to another flight thus ruining our vacation plans to Albuquerque.
The more I read about the incidents and comments from other passengers, I agree with another passenger’s opinion that SW needs to lose all its customers.