Starting January 27, 2026, Southwest Airlines will require passengers who cannot lower both armrests without spilling into the adjacent seat to purchase an extra seat upfront. The move ends the carrier’s long-running “Customer of Size” policy, which had allowed more flexibility including post-travel refunds and airport-based arrangements.
The policy change comes as Southwest introduces assigned seating for the first time and begins charging checked-bag fees, marking a dramatic departure from two of its most recognizable traditions.
Southwest says the armrest will serve as the definitive boundary between seats. If a passenger cannot lower both armrests without encroaching on their neighbor’s space, they are expected to self-identify during booking and purchase a second seat in advance.
A tweet from X.
Gate agents will check compliance upon arrival. If the passenger shows up without the extra seat prebooked and discovers he/she requires an extra seat, he/she may be forced to buy an extra ticket on the spot or be rebooked on the next flight.
Refunds for the second seat will only be granted under strict conditions the flight must depart with at least one open seat, both seats must be purchased in the same fare class, and the refund request must be submitted within 90 days.
For decades, Southwest’s “Customer of Size” policy was considered one of the most accommodating in U.S. aviation. Passengers could purchase an extra seat and later apply for a refund even on full flights. In some cases, agents provided extra space at the airport at no cost.
This flexibility made the airline a favorite for plus-size travelers. Tigress Osborn, the National Association to Advance Fat Acceptance (NAAFA) chairperson, described the move as “devastating.”
“Southwest was the only beacon of hope for many fat people who otherwise wouldn’t have been flying,”
Osborn said.
“That beacon has gone out.”
Southwest is not alone in this approach. Major U.S. carriers including Delta, American, Alaska, Frontier, and Spirit already require passengers who need more room to buy an additional seat upfront, with varying refund rules.
The new seating policy is part of a larger operational overhaul. Beginning the same day, Southwest will assign seats instead of using its hallmark open boarding system. It will start charging $35 on the first checked bag and $45 on the second, eliminating the famous “Bags Fly Free” deal.
Tony Roach, the airline’s executive vice president of Customer and Brand, framed the changes as an effort to stay competitive:
“This evolution allows us to better serve customers with clarity, flexibility, and fairness in today’s marketplace.”
Southwest noted that fewer than 0.25% of passengers historically requested an extra seat.
Many travelers applaud the policy for its clarity, saying it reduces awkward conflicts over shared space. Others argue it stigmatizes larger bodies and adds financial barriers to air travel.
Interest groups caution the move might dissuade plus-size travelers from flying at all, while others remain upbeat that it is a reflection of the economic times of decreasing seat spaces and increasing cost to operate.
Passengers who think they may need more space are advised to book early and secure two adjacent seats. Those seats must be in the same fare class to qualify for a possible refund if the plane isn’t full.
For most, the shift is about something greater than an extra airline surcharge. It marks the transformation of Southwest from an idiosyncratic customer-centric maverick into an airline little different from the others.
