Southwest Airlines makes major change to ‘customers of size’ policy

Over the last year, Southwest Airlines (LUV) has gone through some pretty extensive changes.

After Elliott Investment Management took over as majority investor in 2024, the airline also cut 15% of its workforce, along with axing several top executives and dropping longstanding policies for open seating and included bags.

The last two perks — of being able to choose one’s seat after boarding and bring two checked bags even in the lowest fare classes — were what earned the Dallas-based airline the loyalty of many of its customers.

The airline’s leadership has, in turn, justified these changes as necessary due to its poor financial performance in the last five years.

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Southwest Airlines warns customers to “proactively purchase the needed number of seats”

Another feature unique to Southwest is the airline’s “customer of size” policy. Designed for larger customers who may need more than one seat to fly comfortably, the policy had long allowed travelers to book two seats and then receive a refund for the second one once they have flown.

“Customers who encroach upon the neighboring seat(s) should proactively purchase the needed number of seats prior to travel to ensure the additional seat is available,” Southwest Airlines states on its website.

“The armrest is considered to be the definitive boundary between seats; you may review information about the width of Passenger seats.”

As part of its latest cost-cutting measures, Southwest is also cracking down on this policy by making it harder to get a refund on a second seat. Customers will still need to buy two in order to fly (those who do not fit into the seat can be denied boarding), but will only be refunded if the flight departed with at least one empty seat.

The seats also need to be purchased in the same fare class, while the period during which one needs to apply for the refund has been shortened to 90 days after the travel date.

The changes will be applied from January 26, 2026, and also affect the boarding process.

Those who booked tickets as customers of size requiring additional accommodation will no longer be able to preboard, but will have to wait until others have gone in so the gate agent can see if the flight has extra seats.

Southwest has recently cracked down on a number of popular policies.

Image source: Getty Images

Customers may be rebooked on an alternate Southwest Airlines flight that has two seats available

The biggest difference will be that customers will not be able to know beforehand whether they will be refunded. The airline says that in such cases, it will work to rebook the traveler on a less-full flight.

However, uncertainty over what the flight will cost could encourage some passengers who may need two seats to simply book one seat and then see if they are denied boarding.

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“If we determine after boarding that you require a second seat, you will need to deplane so that we may update your reservation to include a second seat,” Southwest now states in the policy.

“As time is limited after boarding has commenced, you may be rebooked on an alternate flight that has two seats available. With this in mind, we encourage you to purchase your second seat in advance of travel.”