No, Southwest Airlines’ ‘customer of size’ policy isn’t new

In December, several social media posts claimed Southwest Airlines recently introduced a new policy that allows plus-size travelers to buy one seat and get another one free. Some of the posts reference a New York Post article about Southwest’s “customers of size” policy from Dec. 13.

But others online say Southwest’s policy isn’t new.

THE QUESTION

Is Southwest Airlines’ “customer of size” policy new?

THE SOURCES

• Southwest Airlines
• Laura Swift, public relations lead at Southwest Airlines
• Brett Snyder, president and self-described “chief airline dork” at Cranky Flier LLC and The Cranky Concierge
• Alaska Airlines
• American Airlines
• Delta Air Lines
• Hawaiian Airlines
• JetBlue
• United Airlines

THE ANSWER

No, Southwest Airlines’ “customer of size” policy is not new.

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WHAT WE FOUND

Southwest Airlines’ “customer of size” policy is not new. It’s actually been in place for several decades, according to the airline.

“We’ve had a long-standing policy for more than 30 years designed to meet the seating needs of customers who require more than one seat and protect the comfort and safety of everyone onboard,” Southwest Airlines spokesperson Laura Swift told VERIFY.

The “customer of size” policy allows travelers who may need additional space to purchase tickets for the extra seats in advance. They can also book just one seat in advance and then discuss any additional seating needs with the customer service agent at their departure gate.

All extra seat purchases are refunded under Southwest’s policy, “even if the flight oversells.” If a person needs to reserve a third seat, Swift confirmed they will be issued a refund for that seat in addition to the second seat.

“If it’s determined that a second (or third) seat is needed, you’ll be accommodated with a complimentary additional seat,” Southwest says.

Southwest explains that its policy does not focus on weight. Instead, the airline says the “armrest is the definitive gauge for a customer of size” because it serves as the boundary between seats.

“If you’re unable to lower both armrests and/or encroach upon any portion of a seat next to you, you need a second seat,” Southwest says.

VERIFY found that Alaska Airlines has a “customer of size” policy that is similar to Southwest’s. Under Alaska’s policy, customers are required to purchase an additional seat in advance. They can then request a refund within 90 days of travel.

But Brett Snyder, president of airline industry blog Cranky Flier, says this type of seating policy is uncommon at most other airlines.

“Travelers who want extra room usually have to buy a second seat and won't get refunded,” Snyder says.

American Airlines, for example, requires passengers who need extra space outside of one seat to purchase an additional adjacent seat at the same rate while booking. American Airlines does not issue refunds to passengers who purchase additional seating. United Airlines has a similar policy.

Meanwhile, Delta does not require a passenger who needs extra space to purchase an additional seat. However, Delta says “if a passenger impedes on another passenger, they may be asked to move to another location that provides additional space, or in the event of a full flight, be asked to take a later flight with available seating.” JetBlue and Hawaiian Airlines’ policies are similar.

In addition to alleging Southwest’s “customer of size” policy is new, some social media posts claim other passengers who have already purchased tickets will be kicked off their flights to make room for a traveler who needs an additional seat under Southwest’s policy. But Snyder believes that’s not how the policy would work.

“If a flight is full and a passenger of size hasn’t already bought the extra seat, they will either have to fit in one seat or take a different flight, as far as I understand it. If they've already bought another seat, then I don't know why this would bump anyone off,” Snyder says.

In October, plus-size travel experts and content creators Jae’lynn Chaney and Kimmy Garris both shared now-viral videos detailing how the policy works on their social media pages. Chaney started an online petition in April calling for the Federal Aviation Administration (FAA) to mandate all airlines to have a comprehensive customer-of-size policy that prioritizes the comfort and well-being of all passengers.

“Air travel should be comfortable and accessible for everyone, regardless of size,” Chaney says on the petition’s webpage.

Garris also says public transportation should “be accessible and comfortable for us all” in the caption of her post. She commends Southwest for “being the only airline with a fair and humane way of flying fat passengers with dignity.”