Southwest’s revised Customers of Size policy took effect January 27, 2026, with the airline’s move to assigned seating. Passengers who do not fit within one seat’s armrests must buy an extra seat in advance; a refund is conditional, not guaranteed. Reports describe financial and accessibility concerns from passengers and advocates, but do not establish that employees have called the rule unfair.
What is Southwest’s new Customers of Size policy?
As reported by the Associated Press and The Washington Post, the revised policy began January 27, 2026, the same day Southwest introduced assigned seating. Customers who cannot fit within a single seat’s armrests must purchase an additional seat in advance. If a customer arrives without one, the airline may require the purchase at the airport; on a full flight, the customer may have to be rebooked.
The Washington Post reported that Southwest said fewer than 0.25 percent of its customers request extra seats. That is the airline’s figure as reported in August 2025, not an independently verified statistic.
Will Southwest refund the second seat?
AP and The Washington Post reported that a refund may be requested after travel only if all three conditions are met:
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- The flight is not full at departure.
- Both tickets were purchased in the same fare class.
- The customer requests the refund within 90 days after travel.
Because the refund depends on whether seats remain available at departure, paying for two seats does not guarantee that the second-seat charge will be returned. The Washington Post reported that customers must pay for both seats up front.
Why are passengers and advocates objecting?
Up-front cost and uncertain reimbursement
The Washington Post reported that customers and advocates worry about paying for two seats without knowing whether the second fare will be refunded. That uncertainty can raise the cost of a trip or make travel unaffordable for some people. NAAFA executive director Tigress Osborn told the paper: “They can’t afford to take that gamble.” She said the organization was hearing from people who believed the change could mean they could no longer travel by air.
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Keeping adjacent seats together
Passengers and advocates have also raised concerns that assigned seating could make it harder to secure two adjoining seats or keep them together after booking. The Washington Post reported these as concerns and individual experiences, not as outcomes affecting every passenger.
Accessibility and boarding
NAAFA says Southwest’s former open seating and preboarding had helped customers of size and disabled travelers choose adjoining seats and avoid difficult movement through the cabin. The organization urged the airline to assess the effects of its seating and boarding changes, explain publicly how it would mitigate problems, and involve affected communities.
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Do reports show that the rule is unfair to Southwest employees?
No. The reporting and statements cited here document concerns from passengers, a travel agent and NAAFA; they do not substantiate a claim that Southwest employees have called this specific rule unfair to staff. Southwest’s broader company statement refers to its focus on its people and customer service, but does not address employee objections to the extra-seat policy.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What has Southwest said about the broader changes?
In a March 11, 2025 investor release about a wider business transformation, Southwest CEO Bob Jordan said the company saw an opportunity to meet customer needs, attract customer segments it did not compete for and return to expected profitability. He said the company would pursue those goals while remaining focused on its people and customer service. The release describes the broader business objectives; it does not give a distinct rationale for the Customers of Size refund conditions.
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