Southwest Airlines has been undergoing some pretty significant brand transformations over the past several months. Now, another major change is on the horizon, but one expert does not think it’s going to improve customer experience.
As Southwest Airlines moves away from its longstanding open seating policy, the airline is also implementing a new policy for plus-sized passengers. However, there’s a chance that the new policy turns out to be a headache for all passengers.
Plus Size Policy Change
Southwest has long had a plus-size passenger policy, called the Customer of Size policy, which helps accommodate travelers who may need to use more than one seat on their flight.
Under the current policy, plus-sized passengers can either pay for an extra seat up front with the option of receiving a possible refund on the ticket later if the flight is not full, or they can request a free extra seat at the airport
However, that policy is now changing, as Southwest will force all customers to buy their extra ticket in advance.
Beginning on Jan. 27, 2026, a passenger in need of an extra seat will need to purchase one before the flight, or they will be required to do so at the airport. If their flight is already full when they are at the airport, Southwest will book them onto a new flight.
“To ensure space, we are communicating to Customers who have previously used the extra seat policy that they should purchase it at booking,” the airline said in a statement.
‘Worse For Everybody’
While the change will primarily adversely impact plus-sized passengers, one expert explains that the policy is actually going to negatively impact everyone, from fellow passengers to Southwest employees.
Jason Vaughn, a travel agent who runs Fat Tested Travel — a travel site aimed at plus-size travelers — did not hold back his true thoughts on the change.
As Vaughn explains, under Southwest’s current system, there’s no downside to preemptively buying a ticket, as larger passengers will be refunded. However, that has now changed, which will result in more plus-sized passengers simply trying their luck with a single seat that they may not fit in.
“I think it’s going to make the flying experience worse for everybody,” he said via the Associated Press.
Obviously, this negatively impacts the other passengers sitting next to the plus-sized passengers and poses an extra logistical challenge for flight attendants and gate agents.
Needless to say, it sounds like this change could present challenges for Southwest Airlines moving forward.
