30-year-old Southwest policy gets sweeping change

Southwest Airlines will change its Customer of Size policy on Jan. 27, 2026, coinciding with a move from open seating to assigned seats. Previously, larger passengers could request a free second seat at the airport or pay in advance and later receive a refund. Under the new policy, passengers who may encroach on neighboring seats must purchase an additional seat at the airport if one was not bought beforehand, and refunds are not guaranteed. Refunds are available only if the flight departs with at least one open seat and the seats purchased are in the same fare class, with refund requests limited to 90 days. Passengers unable to secure adjacent seating or booked on sold-out flights will be rebooked on alternate flights.

As part of the ongoing restructuring of its seating policy, Southwest Airlines is revamping a longstanding policy for larger travelers. Beginning Jan. 27, 2026, Southwest is changing its "Customer of size" policy, with some travelers not guaranteed a refund on additional seats they book. The program has been in effect for over 30 years and was widely praised by larger travelers for ensuring a second seat when flying. The change begins the same day the airline switches from open seating to assigned seats.

Starting in January, plus-size customers are not guaranteed a refund on those seats unless the flight departs with at least one open seat available and the seats purchased are in the same fare class. Travelers also have 90 days to request a refund on those additional seats. Moreover, travelers unable to book adjacent seats or booked on a sold-out flight will be rebooked on alternate flights.

The airline defended the policy on its website, noting that it notifies staff before a flight that there's a special seating request. "Most importantly, it ensures that all Customers onboard have access to safe and comfortable seating," the airline wrote. Although changing, Southwest's seat policy remains in contrast to other legacy carriers like Delta Air Lines and American Airlines, which do not offer refunds to passengers who need an extra seat.

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