Southwest Airlines is set to introduce a new rule requiring travellers who can’t fit between standard seat armrests to buy an additional seat before their flight. The policy takes effect on 27 January, the same day the carrier moves to assigned seating.
At present, customers who need extra space can either book a second seat ahead of time—with the option of a refund—or request one at the airport at no cost. Under the updated system, the possibility of getting money back remains, but it will no longer be automatic. Refunds will only apply if the flight departs with open seats, both tickets were booked in the same fare class, and the request is made within 90 days.
Southwest said the shift was part of wider policy updates tied to the move away from open seating. “To ensure space, we are communicating to Customers who have previously used the extra seat policy that they should purchase it at booking,” the airline said in a statement.
Travellers who don’t secure the extra seat in advance will have to purchase one at the airport. If the flight is sold out, they will be rebooked onto another service.
The decision has drawn criticism from some in the travel community. Orlando-based agent Jason Vaughn, who runs the site Fat Travel Tested, said the current system made air travel more comfortable for larger passengers while also benefiting those seated nearby. “I think it’s going to make the flying experience worse for everybody,” he said.
Vaughn, a long-time customer, compared the move to Cracker Barrel’s recent logo redesign, arguing that the airline is losing touch with its base. “They have no idea anymore who their customer is. They have no identity left,” he said.
The update comes as the airline faces financial pressure and pushes out a series of changes, including charging for checked bags—once a hallmark of its brand—along with new fees for extra legroom and the addition of overnight flights.
Industry analyst Henry Harteveldt of Atmosphere Research Group warned that such moves could backfire. “This is how you destroy a brand. This is how you destroy customer preference. This is how you destroy loyalty,” he told CBS News, adding that the shift could send Southwest into “a financial tailspin.”
