FAQ re: Southwest Airlines Policy Changes

Why should we be concerned about the end of Southwest’s open seating policy? 

In an email to customers on July 25, 2024 Silke Koehnecke, Managing Director Specialty Sales Southwest says, “Our data shows that more than 80 percent of our current Customers prefer a seat assignment, and 86 percent of non-Customers also prefer a seat assignment. Additionally, many Customers who elected to stop flying Southwest and fly another airline cite open seating as the reason.” Our concern is that Customers of Size and disabled flyers may be part of the 20% who didn’t want this change, and our communities’ reasons go beyond personal preference. While the decision to change procedures is a done deal, we want to ensure that Southwest hears our needs as they “work through these changes.” 

How does the Southwest Customer of Size Policy work now?

Until the spring of 2025, Southwest provided two methods for Customers of Size to arrange a second seat at no (permanent) additional cost: 1) Purchase a second seat in advance online or by phone, and then request a refund at the end of the flight OR 2) arrive at the airport and request a Customer of Size seat. Customers of Size who had not bought a seat in advance for any reason could still request one at the airport. If the flight was sold out or oversold, customer service agents were authorized to offer incentives to any customer(s) on the plane to take another flight in order to accommodate a Customer of Size.

But as of spring 2025, Southwest has changed this second option without making an announcement about this change. Today, customers who arrive at the airport and request a second seat will only be given a second seat if the flight is not full. If the flight is full, the Customer of Size will be asked to take a later flight, regardless of how long that would require them to wait for an undersold flight.

Today, Customers of Size may still choose to pre-board the plane to ensure that they can locate two seats together in an area of the plane that is accessible to them. We do not know how pre-boarding will be effected when assigned seating goes into effect in 2026.

As of this writing and despite limitations added to the Customer of Size Policy, Southwest remains the US airline with the best policy for plus size customers because it is still their official policy to provide refunds for second seats regardless of the flight fullness. Alaska Airlines provides refunds only if the flight is not full. Other US airlines have provided refunds on a case-by-case basis, but refunds are inconsistent and they have much more complicated booking procedures. Canadian Airlines have been required to offer passengers who are “functionally disabled by obesity” a free second seat.

Customers of Size still have difficulties on Southwest even with the existing policies.

Southwest should be improving inclusion, not backpedaling on it.

Is Southwest changing their Customer of Size Policy?

We don’t know yet. Southwest hasn’t announced any changes to their Customer of Size (COS) policy as of this time, but this policy has been so critical to so many plus size travelers that any announcement of change is cause for concern. We’ve decided to gather your input now and present it to Southwest proactively, so they know the demand for keeping COS and so they can consider how their announced changes impact customers of all sizes and all disabilities. 

Don’t most airlines have assigned seating? Why can’t Southwest just do what they do? 

Yes, most airlines have assigned seating. But, unfortunately, most airlines are less friendly and accessible to Customers of Size than Southwest is today. Arranging for a second seat on many airlines is incredibly inconvenient, and lack of availability of seats that are next to each other can mean that Customers of Size simply can’t book certain flights because all adjoining seats are already booked. Even when customer service wants to be helpful, airline policies and procedures are often unclear. Plus, Southwest is one of only two U.S. airlines with any kind of no-cost or reimbursable option built into their procedures. (Alaska is the other, but they only reimburse if the flight was not sold out.) This means that passengers who need a second seat but cannot afford to purchase a second seat in advance have no options other than Southwest. Now, that option even on Southwest has become more limited and more unpredictable.

Southwest needs to work with fat and disabled communities to ensure that assigning seats does not result in a loss of what works better on Southwest than it does on other airlines.

Why should fat passengers get a second seat free of charge? 

Accessibility should not come with an upcharge. Plane fare should be for transport to your destination. Every traveler of every size and ability deserves access and reasonable accommodation in air travel. And while many people are uncomfortable on planes, lack of appropriate seating for fat people and for disabled people is not just uncomfortable–it’s unsafe and it’s unfair.

Won’t assigned seating make it easier for bigger people? 

Assigned seating has some advantages. One of the challenges of open seating is that those who reserve a Customer of Size seat have to constantly explain to others boarding the plane why their seat is not available. This is especially difficult when flight attendants begin announcing that “every” open seat must be used on a full flight. Customer of Size seats are not open seats; they are reserved for an accommodation need. Flyers may feel relieved that assigned seating will remove this challenge.

NAAFA does not oppose assigned seating itself, but we’re concerned about the ways in which assigned seating has made it difficult on most airlines to book two seats. We are also concerned that, even with pre-boarding still available, if assigned adjoining seats cannot be guaranteed in an accessible part of the plane, more larger-bodied or disabled passengers could be forced to deal with the difficulty of being seated in the middle or back of the aircraft. For able-bodied or slimmer passengers, location may be a matter of comfort or convenience, but for fat people and disabled people, it can make a difference in whether or not moving through the plane is even possible.

Why don’t bigger people just buy a business class or first class ticket?

On Southwest, there are currently no business class or first class seats. On airlines with these options available, seats in those areas are cost-prohibitive for many people. In addition, many business class or first class seats have immovable armrests, which can make it difficult or impossible for some larger or disabled passengers to get in and out of the seat or the row. Arranging for two economy seats is the most accessible option for many fat people. Plus, planes that have first and business class in the front of the plane can be challenging for some fat passengers and some disabled passengers because that means they have to move through more of the cabin in order to get to seats that work for them.

I signed the petition! What else can I do?

Interested in more advocacy for accessible travel? See this petition started by Jaelyn Chaney (@JaeBaeProductions).

Want to see more protection against discrimination for fat people?  Click here to learn more about the Campaign and to sign the Size Freedom petition encouraging state and local governments to outlaw size discrimination.

FAQ’s updated 6/13/2025