Southwest Airlines’ Controversial Customer of Size Policy: Here’s What You Need to Know

by Gus Gonzalez
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Updated on January 22, 2024

We’re crossing off our travel bucket lists and cruising the skies more than ever. But with more people flying, many airlines try to ensure everyone’s comfort.

Southwest Airlines’ “Customer of Size” policy is one of the biggest examples that highlights these changes.

While designed to enhance the comfort of plus-size passengers, this policy has also been at the heart of many discussions and arguments across social media.

But why is the national carrier’s decision so controversial in the first place? Let’s delve into the policy’s details and see what people say about the Southwest’s stance.

What Is The Customer of Size Policy?

Southwest Airlines’ “Customer of Size” policy has existed for over 30 years.

It allows plus-sized passengers who may not comfortably fit into a single seat to purchase an additional one in advance. Once they reach their destination, the airline will refund them the cost of this extra seat.

From the airline’s perspective, the policy ensures that all passengers who need additional space will have a safe and comfortable flying experience. It also gives the airline staff a better idea of how many seats are available for any flight.

Controversy Surrounding Southwest’s Policy

The policy, though well-intentioned, has been subject to controversy.

It has been brought into the limelight through social media platforms and viral videos, with advocates pushing for similar policies across all airlines.

For example, plus-size travel expert Jae’lynn Chaney claims that plus-sized travelers experience a lot of discrimination in the industry.

“The travel industry has been very, you know, exclusive and not inclusive to us, and it’s been a space where we haven’t felt comfortable, and now I’m really trying to change that.”

And she’s not alone. Many travelers want more inclusivity in air travel, ensuring that larger passengers or those with disabilities can fly without paying additional fees.

On the other hand, critics aren’t buying it. Most of them argue that the policy is unfair and that other passengers bear additional seating costs.

Some even take it a step further and say that the company’s policy “rewards” obesity.

How Does The Policy Impact Other Passengers?

The policy could mean more comfort and less crowding for other passengers, particularly on full flights.

Now that airline staff know they need to make special arrangements in advance, they’ll know how many seats are available.

Passengers of size also preboard, so once everyone else is on board, they can choose a seat without worrying about giving it up for a plus-sized passenger.

In theory, everyone would be happy with this arrangement and enjoy a comfortable flight.

However, there are concerns about how the policy may reduce availability and increase flight costs.

Will This Policy Affect Other Airlines In The Future?

Regardless of where you stand on the issue, there’s no doubt that Southwest is trying to balance its bottom line and make sure everyone is satisfied.

The airline’s policy sets a positive trend in the airline industry. It still stands out among U.S. carriers as the only one accommodating plus-sized passengers.

But as the obesity rate continues to rise and more plus-sized customers travel, more airlines might create similar policies to ensure these passengers are comfortable.

The Bottom Line

Southwest Airlines’ “Customer of Size” policy is inclusivity, comfort, and fairness in the airline industry.

On one hand, the airline has good intentions by offering larger passengers a chance to travel comfortably.

But at the same time, it’s still controversial, and other passengers may not see the airline’s stance as fair or accommodating to other passengers who may need special arrangements.

As the conversation around this policy evolves, expect the everyday travel experience to change as we keep on traveling!

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