Southwest Partially Reverses Customer of Size Rule

The airline now allows complimentary adjacent seats when available but still relies on gate‑agent judgment with no posted measurements, leaving travelers unsure whether to prebuy a second seat.

Overview

Southwest first updated its Customer of Size policy on January 27, 2026 to require passengers who might not fit in one seat to buy a second seat in advance.
Viral passenger accounts and public backlash prompted the carrier to revise that approach and to issue refunds and vouchers in some cases.
In late May the airline clarified that gate agents may offer a free adjacent seat when two seats are open and will try to rebook passengers on later flights if a plane is full.
The rule still gives gate staff broad discretion with no posted dimensions or objective criteria and the airline’s website and public materials have not been fully updated.
The uncertainty poses special risk for date‑specific travelers such as families headed to Walt Disney World and has renewed calls for clear, point‑of‑purchase disclosure and measurable standards.