DALLAS, United States — Points-hungry loyalists have long praised Southwest Airlines for treating oversized travelers with unusual generosity, but that era ends next month. Beginning Jan. 27, the Dallas-based carrier will no longer guarantee a refund for customers who buy a second seat and later discover their flight is full, bringing the airline in line with rivals that routinely charge plus-size passengers for two fares.
What changes Jan. 27?
The new rule arrives the same day Southwest abandons its famous open-seating scramble in favor of assigned seats, part of a sweeping strategy makeover that also introduced checked-bag fees on tickets booked after May 28. Under the revised “customer of size” policy:
- Travelers who cannot fit between two armrests at their assigned seat boundary must secure an adjacent seat.
- That second seat must be purchased at booking, with both fares paid up front.
- If a flier shows up holding only one seat and the flight is sold out, the customer must buy a walk-up ticket on the next departure that has two neighboring seats in the same fare class.
- A refund for the extra seat is available only when at least one seat on the original flight goes out empty, both tickets match the same fare class, and the request is filed within 90 days of travel.
Previously, Southwest returned the money every time—full flight or not—removing the financial risk for travelers who needed additional space.
Why the shift matters to travelers
Southwest says fewer than 0.25 percent of its customers request an extra seat, but for that small group the change can be significant. Advocates for people in higher weight ranges or with certain disabilities fear that the cost of paying two non-refundable fares could keep them grounded. “Many people can’t afford to take that gamble,” Tigress Osborn, executive director of the National Association to Advance Fat Acceptance, said in an interview with The Washington Post — as Osborn told the newspaper. Separate from lost refunds, moving to assigned seating removes the wiggle room plus-size flyers once enjoyed when they could wait until boarding and choose a seat near the window or aisle with an empty middle. Assigned-seat fees can also add costs if travelers need to select two seats together well in advance.
What Southwest is telling customers now
Earlier this month Southwest began e-mailing Rapid Rewards members about the overhaul and updated its website language to stress that “customers who require an extra seat should purchase it at booking.” In a prepared statement, the airline said the policy update is part of “many changes to prepare for January.” Customer service agents at airports routinely handled extra-seat requests on departure day, sometimes asking for volunteers to take a later flight so a larger traveler could stay on schedule. That accommodation was phased out this summer; now, agents must wait until a flight with two open seats appears rather than negotiate with volunteers.
Real-world impact: dollars and miles
Advocates and affected flyers have already run the numbers. Osborn compared Phoenix–Seattle one-way pricing:
- Jan. 26 (old policy): $93 for one seat, refunded second seat for a total cost of $93.
- Jan. 27 (new policy): $403 for two seats with no guaranteed refund.
Corinne Fay, an Albuquerque resident who pens the “Big Undies” fashion newsletter, would often see her extra-seat refund credited before getting home. Now she is weighing a 2,400-mile round-trip drive to visit family in Bend, Oregon. “I definitely felt like crying because it’ll make my life a lot harder,” Fay said in the same interview — as Fay told The Washington Post.
How the policy compares with other U.S. airlines
Among major domestic carriers, only Alaska Airlines still promises to refund an extra seat when one goes out empty. Others require plus-size passengers to pay double regardless of flight loads. For years, that made Southwest the airline of choice for travelers needing more space. Key features that once sweetened the deal are disappearing:
- Open seating ends Jan. 27.
- Two free checked bags were replaced with industry-standard fees—$35 for the first bag, $45 for the second—on tickets issued on or after May 28.
Unique Gibson, founder of Atlanta’s SuperSize Your Life Expo and a Southwest regular for 25 years, says the carrier’s staff have historically shown uncommon sensitivity. Yet even she is reconsidering future bookings for a group trip to Jamaica in February. “The things that aligned me with Southwest are gone,” Gibson said during the interview — as Gibson told The Washington Post.
Tips for travelers navigating the new rules
- Book early and budget carefully. Fare buckets can sell out; reserve two adjacent seats as soon as dates are firm to avoid last-minute walk-up pricing.
- Use the middle-name hack. Southwest still allows flyers to add “XS” as or alongside a middle name when purchasing the extra seat, making check-in smoother.
- File refund requests promptly. If your flight leaves with at least one vacant seat, submit the online form within 90 days; otherwise the refund window closes.
- Check seat maps after booking. Assigned seats are not always locked. Re-confirm that your pair remains together as departure day approaches.
- Explore competitor policies. On routes where Alaska Airlines operates, compare total costs; on other routes, calculate whether a legacy carrier’s basic-economy seat plus early seat-selection fee could be cheaper.
FAQ: Southwest’s revised customer-of-size policy
Do I have to buy the second seat when I book?
Yes. Beginning Jan. 27, Southwest requires payment for both seats up front. Waiting until airport check-in could mean being bumped to a later flight and paying a higher walk-up fare.
Will I still receive a refund if the flight is half full?
Refunds are processed only if the flight departs with at least one open seat, both tickets share the same fare class and you apply within 90 days. Sold-out flights no longer qualify.
What if the airline separates my two assigned seats?
Southwest says on its website that it will rebook customers on another flight if adjacent seats are unavailable, but it does not guarantee previously selected seats will remain paired.
Are baggage fees connected to the new policy?
No, but checked-bag charges introduced in May add another layer of cost, especially for passengers whose larger clothing or mobility equipment require substantial luggage.
Could the policy change again?
Airlines occasionally tweak seating rules in response to feedback or litigation. Plus-size advocacy groups have vowed to monitor traveler experiences closely once the new system launches.
The bottom line for JetsetterGuide readers
For travelers who require more space, Southwest’s January shake-up transforms the carrier from industry outlier to one that behaves much like its competitors. Buying two seats may still be the easiest way to guarantee comfort, but it is no longer the budget-safe choice it once was. If you fall into the less-than-0.25-percent slice of Southwest’s clientele affected by the policy, factor potential double fares—and the risk of no refund—into your 2024 trip planning.
