Over a year into Southwest Airlines’ partnership with Elliott Investment Management, the Dallas-based airline has announced a change that plus-sized passengers have been dreading. Starting January 27, 2026, Southwest will alter its policy on how passengers can get reimbursed for booking a second seat, aligning with the airline’s move to assigned seating. Previously, under the ‘Customer of Size’ policy, passengers needing an extra seat had to purchase it upfront but could later request a refund, effectively paying for just one seat. This long-standing practice is now being phased out as Southwest updates its business model.
Southwest Airlines has been praised for its accommodating refund policy for customers of size, which made flying less stressful. However, the open seating system added its own challenges. While passengers were guaranteed a seat, they couldn’t reserve specific ones, making it tricky for those needing two adjacent seats. With the introduction of assigned seating and online seat selection on January 27, 2026, this issue will be resolved, ensuring adjacent seats and reducing confusion. Even if a fare doesn’t include seat selection, a simple phone call can secure the needed seats.
While the ability to select seats online is a win for plus-sized passengers, other changes to the Customers of Size policy are less favorable. The flight must have at least one open seat, and the extra seat must be in the same fare class as the original. Plus, refund requests must be made within 90 days of the flight. Although these changes add complexity to a previously simple system, they also ensure clarity for both passengers and crew before takeoff. #SouthwestAirlines #TravelUpdates #CustomerExperience
Originally reported by Simple Flying Read More
