Southwest Airlines will implement significant changes to its seating and boarding procedures beginning January 27, 2026, including a new requirement that plus-size passengers purchase an extra seat in advance. The carrier’s long-standing open-seating system will also be replaced with assigned seating, marking one of the most substantial policy shifts in the airline’s history.
The upcoming rules revise Southwest’s current “Customer of Size” program, which has for years allowed travelers who cannot fit comfortably within a single seat to either purchase a second seat and request a refund afterward or receive a complimentary additional seat at the airport when space was available. Under the new policy, customers who need more than one seat must buy the second seat at the time of booking, and the option to request an extra seat for free at the airport will be eliminated.
While refund requests for the additional seat will still be permitted, Southwest has introduced new criteria that will determine whether a request is approved. Most notably, refunds will not be granted on flights that depart completely full. According to the airline, at least one open seat must remain on the aircraft for the refund to be eligible. The carrier will also require that both seats be purchased in the same fare class and that refund requests be submitted within 90 days of travel.
Southwest has not previously restricted refunds based on flight load. Under the system now being phased out, passengers typically received the cost of the second seat back upon request, regardless of whether the flight was full, as long as they met program criteria. For many plus-size travelers, the guarantee of a refund made it financially feasible to secure an extra seat in advance, while the option to request a free seat at the airport offered flexibility. Those accommodations will no longer be available when the new policy takes effect.
In addition to altering how extra seats are handled, the airline will end early boarding privileges for travelers who need more seating space. Currently, passengers who purchase or receive an additional seat can board early to select two adjacent seats under Southwest’s open-seating model. Because the airline is transitioning to assigned seating, this practice will be discontinued. Instead, customers who need two seats will be required to select adjacent seats at the time of purchase. If two suitable seats are not available on a particular flight, Southwest says it will rebook the passenger on the next flight where appropriate seating can be arranged.
The shift to assigned seating is part of a broader effort to modernize Southwest’s operations and bring the carrier more in line with industry standards. The airline will offer new seat categories, including Standard, Preferred, and Extra Legroom options. Passengers will be able to select seats during the booking process, and fare bundles will determine seat availability and positioning within the aircraft.
Southwest is also overhauling its boarding process. The long-used A, B, and C boarding groups will be replaced by a numbered system ranging from Group 1 to Group 8. Boarding priority will be influenced by fare type, seat selection, elite status, and other factors. The new system is designed to streamline boarding under an assigned-seating model, which eliminates the need for passengers to move quickly through the aircraft in search of a preferred open seat.
The airline says it has begun notifying travelers who have previously used the extra-seat option that they will need to purchase the additional space at the time of reservation. Southwest maintains that the new requirement is intended to ensure that adequate seating is available and that the boarding and seating process remains orderly under the upcoming assigned-seat structure.
The policy change has drawn attention from frequent flyers and advocates who say it may increase costs for plus-size travelers, particularly those who have relied on the current refund system. Because refunds will no longer be guaranteed on full flights, some travelers may hesitate to purchase a second seat without knowing whether they will receive reimbursement. Others have expressed concern that the removal of airport-based complimentary extra seats may make flying less accessible for customers who cannot afford to secure an additional seat at booking.
Southwest has indicated that the changes are part of a comprehensive redesign of its passenger experience, including updated cabins, new fare structures, and operational adjustments that accompany the shift to assigned seating. The airline describes the 2026 rollout as a modernization effort intended to support reliability, enhance the boarding process, and improve seat availability management.
The new seating and boarding policies, including the revised rules for plus-size passengers, will take effect for all flights scheduled on or after January 27, 2026. Pre-assigned seating is already available for booking on flights operating after that date, giving customers time to familiarize themselves with the updated system.
Discussion about this post