DALLAS— Southwest Airlines (WN) has reversed a controversial change to its long-standing Customer of Size policy following months of criticism from travelers and advocacy groups.
The Dallas-based carrier said the updated approach restores the ability for airport agents to provide complimentary additional seats when available, removing a requirement that many larger passengers purchase an extra seat in advance.
The policy revision marks another operational adjustment as Southwest (WN) continues rolling out assigned seating across its network.
The airline said the latest update is intended to create a more consistent travel experience while balancing customer comfort and available seating across flights departing from Dallas Love Field (DAL) and other airports in its network.
Customer Policy Reversal Update
Southwest has restored a key feature of its Customer of Size policy by allowing gate agents to assign an additional seat at no extra cost when adjacent seats remain available.
Under the revised rules, travelers who require more space are no longer automatically expected to purchase a second seat before departure or pay associated booking fees.
The airline had tightened the policy earlier this year as part of preparations for its transition to assigned seating.
That version required eligible passengers to buy an extra seat in advance, with refunds only available if strict conditions were met, including both seats being booked in the same fare class and the flight departing with at least one empty seat.
Passengers also had to submit refund requests within 90 days after travel. If no adjacent seats were available on a full flight, affected travelers could be moved to a later service, The New York Post reported.
The changes drew widespread criticism across social media, where many travelers argued the policy placed an unfair financial burden on larger passengers. Critics also questioned the lack of clear standards used to determine when an additional seat was necessary.
Updated Seating Rules Explained
According to Southwest’s revised policy, customers who arrive without reserving an additional seat may still receive one if airport staff determine extra space is required and adjacent seats remain available.
If no additional seat is available after boarding, the airline may rebook the passenger on a later flight where sufficient seating exists.
Southwest also notes that travelers could be reassigned to a different seat category than originally purchased if operational adjustments become necessary.
The carrier said airport employees are once again empowered to accommodate customers requiring extra seating without additional charges whenever operationally possible.
The company emphasized that the policy aims to provide a more seamless and consistent airport experience for passengers needing extra space.
Customer Impact and Benefits
The reversal effectively restores much of the flexibility that had distinguished Southwest from many competing U.S. airlines.
For years, the airline’s Customer of Size policy was widely viewed as one of the industry’s more accommodating approaches for passengers requiring additional seating.
Southwest said the latest revision followed an extensive internal review of the policy and customer feedback. While complimentary seating remains subject to availability, the airline believes the updated process better balances operational needs with customer comfort.
The decision also reflects Southwest’s willingness to adjust policies after receiving significant public feedback.
Although passengers may still be rebooked when no adjacent seats are available, the removal of mandatory advance purchases eliminates one of the most criticized aspects of the earlier policy.
The update comes as Southwest continues implementing broader product changes, including assigned seating and new fare offerings, as part of its ongoing transformation strategy.
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