Southwest Airlines has one of the industry's most generous policies regarding 'Customers of Size,' allowing larger passengers to purchase an extra seat and later receive a refund for the additional cost.
It's a relatively easy process too, meaning Customers of Size do not need to complete a complicated form to book another seat or get their money back.
In fact, all passengers essentially need to do with Southwest is select an extra Adult on the fare, then request a refund via email or phone once the journey is complete (along with a few other steps, as detailed below).
For over 50 years, Southwest has kept an open seat policy in place, meaning passengers are not assigned specific seats but choose whichever seat is available once they have boarded.
Instead, the airline has a system of boarding groups based on fare type and check-in time, with Customers of Size allowed to board the plane early to select two suitable seats.
However, Southwest's seat selection policy is changing next year, meaning things may work a little differently when it comes to the airline's industry-leading Customer of Size policy.
Despite its current lack of seat assignments, Southwest has still managed to make things work for larger passengers through its Customer of Size procedures.
The airline defines a Customer of Size as any passenger that "encroaches upon any part of the neighboring seat" with the armrest(s) "considered to be the definitive boundary between seats."
Passengers requiring an empty seat will need to proactively purchase a second seat during the booking process - for example, if you are traveling solo you will need to book for 2 adults.
The carrier will then allow Customers of Size to board the aircraft early and select two suitable seats - importantly, the airline will also fully refund the cost of buying an extra seat on all flights regardless of load factor.
Purchasing a second seat is done when booking your normal fare, but can also be completed over the phone if necessary.
Be advised that you will still need to speak to a Southwest agent at the departure gate before boarding.
- Select your departure airport and destination, as well as your travel dates.
- In the Passengers field, select how many are traveling under the booking. Add an extra Adult seat for every additional seat needed.
- Select your flights and fare type.
- Fill out passenger details for both seats. Put the word 'XS' in the Middle Name field for the additional seat. If you don't have a middle name, just put 'XS'; however, if you have a middle name, the phrase must come after and with a space (for example: James XS).
- Pay for your flight and complete your booking.
The extra seat must be under the second passenger , not the first passenger.
Alternatively, if you do not want to book an extra seat in advance, the airline will allow passengers to discuss their needs with a gate agent.
If it is decided that an additional seat is needed, passengers will be given a spare seat free of charge. It is generally riskier to go down this avenue, as there is always the chance you are booked on a full or oversold flight.
Whether you pre-booked or want to arrange an empty seat at the airport, you will need to consult with a Southwest gate agent before boarding.
The agent will provide you with a Seat Reserved document that you can place on your additional seat so that other passengers do not sit there.
The agent will also offer preboarding to select a suitable seat. Once onboard, you can also request a seatbelt extender if needed.
With Southwest's new seat assignment policy coming into effect in 2025, some customers have expressed their concern about how this will impact the airline's generous Customer of Size policy.
With all passengers now able to assign seats, it may become more difficult for Customers of Size to find a suitable two-seat opening when booking.
An organization called the National Association to Advance Fat Acceptance (NAAFA) has spoken of its concerns with the new seating policy.
While stating that Southwest currently has "the best policy in the country for plus size passengers," it said the seat policy change will "complicate the process" for Customers of Size.
According to NAAFA,
"The Southwest Customer of Size policy is the most clear and affordable procedure in the air travel industry for those who need more space than a standard economy seat. Open seating has been key to the success of the Customer of Size policy. Allowing Customers of Size to pre-board and select two adjoining seats ensures that passengers are able to choose seating in a part of the plane that is safer and more accessible."
US airlines are not required to reimburse larger passengers needing an extra seat. According to Plus Size Travel Too, Alaska Airlines will also reimburse the cost of an extra seat only on flights that are not fully booked.
Allegiant Airlines will not refund the cost of your second seat, but will assign two seats next to each other at no additional charge.
American Airlines and United Airlines also don't do refunds, but allow passengers to get their second seat at the same price as the first.
JetBlue does not have a Customer of Size policy, but does have larger "Even More Space" seats that are suitable for larger passengers.
Other airlines also offer more spacious seating suitable for plus-size travelers, including Spirit's "Big Front" seats.
