Southwest Airlines Updates Customer of Size Policy Before Assigned Seats are Introduced

Southwest Airlines is preparing for a major shift away from its current open seating to assigned places beginning January 27th. With that change, the carrier is also updating one of its most well-known, generous, and longstanding accommodations: its Customer of Size policy.

The policy has supported passengers who need more than one seat to travel comfortably and safely for years. With the introduction of assigned seats, it will now revise its refund eligibility criteria and make other changes to preboarding as well as its seat purchase rules.

New Guidelines for Refund Eligibility

Starting with flights on or after January 27th, passengers who require an additional seat will only be eligible for a refund if the following conditions are met:

• The flight departs with at least one open seat or includes space-available travelers.
• Both seats are purchased in the same fare class (Basic, Choice, Choice Preferred, or Choice Extra).
• The refund request is submitted within 90 days of the flight date.

This update aims to streamline how Southwest manages seating while ensuring fairness as the airline transitions to its more structured boarding and seating process.

Key Policy Changes for Assigned Seating

With assigned seating replacing the traditional open seating system, passengers requiring extra space will no longer be permitted to preboard solely for seating needs. Instead, they must reserve and purchase the additional seat(s) in advance to guarantee availability.

If a passenger arrives at the airport without having booked the necessary space and is determined to need another seat, they must purchase it on the spot at the day-of-travel fare. If adjacent seats are unavailable or the flight is sold out, the traveler may need to be rebooked on a later flight with adequate space. Southwest encourages customers to plan ahead and secure extra seating early to avoid delays or disruptions.

Flexibility is Still Offered With a Shift Toward Planning

Southwest’s Customer of Size policy has long been praised for its flexibility and the dignity that it provides to passengers who cannot fit in one seat. Those who do not fit comfortably between the armrests are going to be asked to purchase an additional seat. Until January 26th, refunds for that extra seat will still be available post-travel, as long as the flight did not operate full (under the old policy).

Under the new policy, the emphasis will be on pre-planning and the guidelines are clear. Booking extra seats in advance not only guarantees the space needed, but also helps travelers avoid the stress of last-minute changes at the gate while ensuring a comfortable ride for those around them as well as themselves.

Anthony’s Take: Southwest has always been generous with passengers of size. This new policy is fair and quite generous, in my opinion.

(Featured Image Credit: ozgurcoskun via iStock.)

(H/T: ATXJetsetter.)