Southwest Ends Automatic Refunds for Extra Seats

‍DALLAS — Southwest Airlines (SW) is changing its long-standing policy for plus-sized passengers who require two seats on the plane.

Beginning January 26, SW will require passengers who “encroach upon the neighboring seat” to purchase an additional ticket proactively. And this extra ticket might not be refunded.

Before the policy change, plus-sized passengers could purchase an extra seat ahead of time and later receive a refund, or they could request an additional seat at the airport for no charge. 

This policy made Southwest the airline of choice for this group of flyers.

With this policy change, the second seat will not be refundable unless the flight departs with at least one open seat and both seats are purchased within the same fare class. The policy also requires that the second seat be bought ahead of time rather than at the airport upon arrival.

Response

The New York Times quoted Tigress Osborn, the executive director of the National Association to Advance Fat Acceptance, as saying that the policy changes are “devastating” for plus-size flyers as they raise costs and create a distressing experience.

“Southwest was the only beacon of hope for many fat people who otherwise wouldn’t have been flying,” Osborn said. “And now that beacon has gone out.”

According to SW, the armrest is the definitive boundary between seats. “In addition,” the airline said, “Southwest may determine, in its sole discretion, that an additional seat is necessary for safety purposes."

“The purchase of additional seats serves as a notification of a special seating request and helps us ensure we can accommodate you on the flight. Most importantly, it ensures that all Customers on board have access to safe and comfortable seating. You may submit a request for a refund of the cost of additional seating after travel.”

New Rules

Southwest says that if a Customer purchases an extra seat, they should see a Southwest Customer Service Agent at the gate to obtain a Seat Reserved document for the additional seat purchased. The Customer will place the Seat Reserved document on the adjoining seat.

Customers may pre board to select the available seats that best meet their needs, or they may board with their original boarding group and position. Once onboard, if necessary, flight attendants can provide seatbelt extensions.

However, Customers may not purchase more than one seat for the sole purpose of keeping the seat next to the Customer empty.

A complete discussion of the new policy can be found at Southwest’s website.