NAAFA Statement on Southwest Airlines Policy Changes
Every traveler of every size and ability deserves access and reasonable accommodation in air travel. This matters to millions of larger and disabled passengers and potential passengers. It also matters to the millions of people who we travel with, travel for, and travel to.
For years, Southwest Airlines has enjoyed a reputation as one of the most accessible airlines in the industry, especially for larger-bodied people. On July 25, Southwest Airlines announced major changes, including eliminating open seating in 2025 and reconfiguring planes for more legroom in some rows.
The Southwest Customer of Size policy is the most clear and affordable procedure in the air travel industry for those who need more space than a standard economy seat. Open seating has been key to the success of the Customer of Size policy. Allowing Customers of Size to pre-board and select two adjoining seats ensures that passengers are able to choose seating in a part of the plane that is safer and more accessible.
Navigating narrow airplane aisles and moving to the back of the plane can be difficult or even impossible for some bigger people and disabled people, especially when many other customers have already boarded the aircraft. While most airlines allow pre-boarding for customers with special needs, pre-assigned seats that are further into the plane complicate this process for fat people and disabled people. Southwest has earned a reputation for being more accommodating than its competitors in this way. If Southwest does not create procedures that account for the need for customers of size and disabled people to arrange seating near the front of the cabin, accessibility for customers of size and disabled customers will be disappointingly limited by the new assigned seating policy.
Southwest has not indicated any changes to the Customer of Size in any announcements or statements so far; however, the airline has yet to address how changes to procedures and planes will impact those travelers who already deal with inaccessibility, inconvenience, and hostility in air travel. Larger customers, disabled customers, and those who need support in both areas are deeply concerned that Southwest has made no mention of how changes to their procedures will impact important accommodations that have helped these communities trust Southwest for many years.
NAAFA urges Southwest Airlines to immediately take the following actions:
Assess the impacts of all seating and boarding procedure changes on Customers of Size and disabled passengers, and publicly address how the airline plans to mitigate these impacts and ensure accessible travel.
Partner with NAAFA and other organizations that represent plus sized and disabled passengers to ensure that these communities’ expertise and experience are included in developing best practices.
Commit to continuing Customer of Size and other accessibility policies that ensure accommodations equal to or greater than existing policies.
We urge Southwest to continue its commitment to friendlier skies for all bodies by ensuring ongoing support of Customers of Size and disabled passengers.
NAAFA Board of Directors