DALLAS — Southwest Airlines is overhauling its policy for passengers who need more than one seat, mandating that they buy extra seats ahead of time starting in 2026 — a change that could prompt some travelers to adjust how they book flights to avoid potential costs.
The updated “Customer of Size” policy will take effect for flights departing on or after Jan. 27, 2026, coinciding with the airline’s shift from open seating to assigned seats. Under the new rules, passengers whose bodies encroach on a neighboring seat — with the armrest serving as the boundary — must purchase the necessary additional seats in advance to ensure availability and comfortable travel.
Previously, such customers could request a complimentary extra seat from a gate agent on the day of travel if space was available. Now, refunds for those extra seats are available post-flight only under specific conditions: The flight must depart with at least one open seat, both seats must be bought in the same fare class, and the request must be made within 90 days of travel. Extra seats on itineraries involving partner carriers are non-refundable.
If passengers arrive without reserving enough space and a second seat is deemed necessary, gate agents can provide one complimentary seat if available. However, on full flights, the airline will rebook the traveler on an alternate flight with open seats. In cases where the need arises after boarding, passengers may be asked to deplane while their reservation is updated, potentially leading to rebooking.
The policy shift is part of broader operational changes at Southwest, including the end of its “bags fly free” perk in May and the introduction of fare bundles with options like extra legroom or preferred seating. Airline officials say the updates aim to ensure safe and comfortable seating for all while adapting to the assigned seating model.
Travel agent Jason Vaughn criticized the move, saying it reflects Southwest’s loss of identity. “They have no idea anymore who their customer is,” Vaughn said.
The changes could affect booking strategies, particularly for plus-size passengers, who may now face upfront costs and uncertainty about refunds. Travelers purchasing extra seats before Jan. 26, 2026, under the old open-seating system are advised to get a “Seat Reserved document” from a gate agent.
