Whew! Southwest Airlines is shaking things up, and some travelers are not here for it. The airline long praised for its approach to plus-size passengers, is officially ending its “Customer of Size” policy. Starting next month, passengers who need extra space will now have to pay upfront for additional seats, a change that could make flying more expensive and leave many questioning the airline’s once “customer-first” reputation.
In the past, plus-size travelers on Southwest could simply purchase an extra seat and request a refund after their flight, giving them flexibility and peace of mind. However, starting on January 27, refunds are only allowed if the flight isn’t sold out, both seats are in the same fare class, and the refund request is made within 90 days of travel. Additionally, Southwest’s policy shift comes alongside two other big changes. For one, the airline is abandoning its open-seating model in favor of assigned seating. And, back in May 2025, they introduced baggage fees, ending its long-running “Bags Fly Free” program.
The move puts Southwest in line with American, United, Spirit, and Frontier Airlines, all of which require passengers who can’t fit in a standard seat to purchase extra space. In an official statement, Southwest explained, “Customers who encroach upon the neighboring seat(s) should proactively purchase the needed number of seats prior to travel to ensure the additional, adjacent seat is available.” Travel expert Jason Vaughn warned, “I think it’s going to make the flying experience worse for everybody. They have no idea anymore who their customer is. They have no identity left.”
For travelers accustomed to Southwest’s flexibility, the changes mean budgeting for extra seating, navigating new booking requirements, and dealing with potential refund limitations. Loyalty among plus-size passengers could shift to competitors like Alaska Airlines, which still maintains its refund policy for extra seats. With January 27, 2026, looming, it’s clear Southwest is redefining what “customer-first” really means.
Last week, ‘The Breakfast Club’ crew went off on Southwest’s new plus-size policy. Charlamagne joked, “Why don’t they just make them fly cargo?” before adding, “If you are too big for one seat, then you just got to buy two seats. Don’t act like the plane is doing something to you.” Jess Hilarious fired back about those who can’t afford it, but Charlamagne kept it blunt: “Tall people got to go through this, too… stuffing somebody who does not fit well into a seat is not only a disservice to them, but to whomever sits next to them.” He ended with a Charlamagne-style punch: “Southwest is making a push to cut costs… you should make a push to cut weight, OK?”
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