Southwest Airlines is under fire after implementing a controversial 'Customer of Size' policy that requires plus-sized passengers to purchase a second seat in advance. The policy, introduced in January alongside the airline's move to assigned seating, has sparked backlash from travellers who argue it is discriminatory and financially burdensome.
Under the updated guidelines, passengers who cannot fit between the lowered armrests must buy an extra seat before their journey. Those arriving without a prior reservation for an additional seat risk being rebooked if the flight is full, or forced to pay high same-day prices for the extra space.
However, a recent TikTok video claimed that Southwest is walking back part of the policy. The user reported that a gate agent told her the airline would revert to allowing passengers to request an extra seat at the airport at no cost, without needing to pre-purchase it.
In response, Southwest issued a statement to Newsweek saying: 'On flights where seats are available, our agents at the airport are empowered to provide an additional seat at no extra cost to customers who require one.' The statement added that if no seat is available, the airline will work to accommodate the passenger on a later flight.
The airline continues to encourage passengers who need extra space to book in advance to avoid last-minute inconvenience. However, the statement left questions unanswered regarding the timeline for these changes and whether refunds would be available for those who already pre-purchased extra seats.
