Southwest Tightens 'Customer of Size' Policy for 2026
Southwest Airlines will overhaul its long-praised Customer of Size policy on January 27, 2026, the same day it abandons open seating for an assigned model. Plus-size travelers will soon have to buy needed space up front and meet stricter criteria to reclaim the cost. The move alters a program once celebrated for empathy and flexibility, raising new planning hurdles for passengers who cannot fit comfortably between standard armrests.
Key Points
- Why it matters: Automatic same-day refunds and free airport seat requests will disappear on January 27 2026.
- Travel impact: Passengers who spill into adjacent seats must pre-purchase extra space or risk rebooking.
- What's next: Refunds require an open seat, matching fare class, and a claim within 90 days.
- Families booking after July 29 2025 will choose seats during purchase, ending seat-grab stress at the gate.
- Southwest expects the broader seating overhaul to add $1.5 billion in pretax income by 2027.
Snapshot
Through January 26, 2026, Southwest's open-seating culture still rules. Customers of Size may buy a second seat-or request one free at the gate-and later reclaim the fare if the flight departs with an empty seat. That leniency vanishes once assigned seating begins. From January 27, 2026 forward, eligible travelers must purchase two adjacent seats when booking. Show up without that reservation and you will pay the walk-up fare or take a later flight. Refunds become conditional: the flight must leave with at least one empty seat, both seats must share the same fare class, and the traveler must file a claim within 90 days. Otherwise, the extra fare sticks. The airline says the changes streamline boarding and bring policies in line with competitors.
Background
Southwest built brand loyalty on three pillars: open seating, two free checked bags, and flexible plus-size accommodations. Financial headwinds and investor pressure have chipped away at each. The carrier announced assigned seating and new bag fees in July 2025, aiming to boost ancillary revenue and cut turnaround delays. Under the legacy Customer of Size program, the gate agent could still grant a no-cost seat to anyone unable to lower both armrests. That courtesy often spared travelers awkward conversations and unexpected fees. Refund requests were "no questions asked," provided the traveler contacted customer service after the trip. Disability advocates hailed the policy as industry-leading; rival airlines such as Alaska and United only refund when seats go out empty. Southwest now cites operational predictability for its tighter stance.
Latest Developments
Refund Rules Tighten in Assigned Seating Era
Starting January 27, 2026, three hurdles stand between travelers and a refund. First, the flight must depart with at least one open seat-a figure Southwest will verify in its load reports. Second, both seats must be bought in the same fare class; mixing sale and full fares voids eligibility. Third, the traveler has 90 days to request the refund, down from the current unlimited window. Failure to satisfy any condition means the second seat remains a sunk cost. Southwest's assigned-seating FAQ also confirms that same-day seat requests will disappear, so passengers who discover they need more room at the airport must either buy another seat at the prevailing fare or accept rebooking on a later flight. Analysts expect the tightened policy to reduce last-minute boarding delays and increase average fare per passenger.
Analysis
Southwest's decision to align its Customer of Size program with an assigned-seating model reflects a broader pivot from egalitarian perks toward monetized products. The airline long marketed itself as an outlier, but competitive realities and shareholder demands have eroded that stance. From a revenue perspective, the new rules reduce seat spoilage-unused inventory that once cost nothing to travelers yet denied Southwest the ability to sell that space. Operationally, guaranteed seating assignments should shorten boarding times, a metric that directly affects gate utilization and on-time performance. For plus-size travelers, however, the burden shifts. They must now predict future seating needs, budget for added fares, and monitor refund deadlines, all while fares fluctuate. Equity groups argue that tying refunds to open seats penalizes passengers for load factors beyond their control. Still, the policy remains more generous than many competitors: refunds are possible, and pre-boarding is expected to continue, though details are pending. Travelers who rely on Southwest's flexibility should mark the calendar now and adjust booking habits long before the 2026 cut-over.
Final Thoughts
Southwest's Customer of Size policy, once a symbol of traveler-first culture, will soon demand advanced planning and stricter refund compliance. Book early, secure the space you need, and keep receipts, because post-flight generosity ends on January 27, 2026. Staying alert to the evolving rules ensures comfort without surprise costs-especially as the airline's assigned seating era rewrites expectations around the Southwest Airlines Customer of Size policy.