You’ll want to take a seat — or two — for this big move.
Southwest Airlines has updated a controversial policy after a trove of upset customers. The airline’s “Customer of Size policy” was for plus-size travelers who needed additional accommodations and was even praised in the past.
In the past, Southwest would allow plus-sized passengers who requested an extra seat two options: purchase a seat at the time of booking so it’s ensured you’ll get the spot, or ask for a complimentary seat once you arrive. Folks who purchased would later receive a refund if the flight was not entirely full.
However, back in January the Dallas-based company switched the policy and required those who needed the extra seat to purchase ahead of time and then had to pay any fees associated with the booking. Under the rule, that second seat would only be refundable if the flight is not fully booked and if both of the passenger’s tickets are booked in the same fare class.
The customer would also need to request the refund within 90 days of the trip. If the flight was fully booked, the passenger would then be rebooked onto a new flight.
“To ensure space, we are communicating to Customers who have previously used the extra seat policy that they should purchase it at booking,” Southwest reps said in a statement regarding the policy change.
The move was called a “witch hunt against fat people,” by folks online after the policy was abruptly switched.
“I think discriminating against fat people is the only thing that is socially acceptable still in terms of discrimination because there is no scale in terms of what qualifies someone needing to buy an extra seat…They said, like, you know, you need to be able to sit in your seat, put the armrest down, and not spill over into the next seat. I can put the armrest down; I do encroach on the other person, though, I do,” one passenger added.
The policy has since been updated online and no longer forces passengers to automatically buy the extra seat in advance or pay any fees. Additionally, gate agents are once again allowed to offer a complimentary seat when available.
Southwest’s policy states, “If you haven’t reserved an extra seat and it’s determined that you need one, you’ll be accommodated with a complimentary extra seat.” But it’s important to note that if an open seat is not available, it may change the type of seat a passenger had paid for, including a lower category. This includes Choice, Choice Preferred, Choice Extra, or Basic.
The company says if the plane is fully booked after the guest has boarded, they may need to deplane for rebooking.
“On flights where adjacent 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 airline said in a statement to ABC News. “If another seat is not available, we will work to accommodate the Customer on a later flight.”
Southwest told ABC that the policy reversal comes after an extensive review and that it will keep adjusting the process “to create a more consistent and seamless travel experience for customers who require an additional seat.”
The full Customer of Size policy can be read on Southwest Airline’s website.
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