Southwest Airlines has reversed its controversial "Customer of Size" policy, a change that comes after significant customer backlash. Under the updated policy, passengers who require an extra seat will no longer be automatically required to purchase it at the time of booking.
Previously, Southwest's policy, which was updated in January, mandated that passengers needing an additional seat purchase it in advance. This second seat was only refundable if the flight was not full and if both tickets were booked in the same fare class. Passengers also had to request refunds within 90 days of their trip. If a flight was full, the passenger would be rebooked on a later flight.
The airline stated that the January policy change was intended to ensure space for all passengers and communicated to those who had previously used the extra seat accommodation that they should purchase it when booking. This shift led to criticism, with some online calling it a "witch hunt against fat people."
Under the revised policy, if a passenger has not reserved an extra seat and it is determined that one is needed, they will be accommodated with a complimentary extra seat, provided one is available. Southwest agents at the airport are empowered to provide this additional seat at no extra cost on flights where adjacent seats are open. If another seat is not available, the airline will work to accommodate the customer on a later flight.
However, the airline noted that if the plane is full after the guest has boarded, the passenger might need to deplane for rebooking. Additionally, if a complimentary seat is provided, it could potentially alter the type of seat a passenger had paid for, possibly including a lower category. The full policy details are available on the Southwest Airlines website.
Southwest indicated to ABC News that the policy reversal followed an extensive review and that the company will continue to adjust the process to create a more consistent and seamless travel experience for customers who require an additional seat.