Popular airline rolls back policy on overweight passengers: Here’s new rule

Southwest Airlines is shifting its approach to seating for plus-size passengers. The Dallas-based carrier has rolled back a controversial policy implemented in January that required travelers needing extra room to purchase a second seat upfront and handle refund requests after their journey.

New Flexibility at the Gate

Under the updated policy, passengers can now request a complimentary second seat directly at the airport through gate agents, provided space is available. The airline stated that this change is intended to create a more consistent and seamless experience for those who require additional room.

While this offers a new path for travelers, the airline notes that if two adjacent seats cannot be secured, gate agents will work to rebook the passenger on a later flight. To avoid potential travel disruptions or the risk of being bumped from a flight, Southwest still suggests that customers who know they need extra space pre-purchase the additional seat.

Refunds and Industry Standards

For those who do choose to purchase a second seat in advance, the airline maintains a refund process. According to the company website, passengers can claim a refund within 90 days of their flight if the plane departed with at least one empty seat and both tickets were purchased in the same fare class.

Travel expert Katy Nastro of the flight deals site Going shared a positive outlook on the update during an interview with CBS News, noting, "This rollback feels like, for the first time in a while, Southwest is bringing back some of the LUV to its passengers."

Mixed Reactions

Despite the praise, some organizations remain cautious. The National Association to Advance Fat Acceptance (NAAFA) welcomed the reversal but expressed concern regarding the uncertainty of gate-side reassignment. Executive director Tigress Osborn told CBS News that the potential for long waits and last-minute changes remains a source of stress for many passengers.

As a reminder, Southwest’s policy defines "customers of size" as those whose bodies extend past the boundary of the seat armrest. While Southwest moves toward this more flexible model, other major carriers including Delta, United, and American Airlines continue to require that passengers purchase the necessary number of seats in advance if they are unable to fit within a single seat.