Southwest Airlines recently updated its policy regarding refunds for plus-size passengers, a change that has sparked significant discussion among travelers and advocates. The airline, which previously required customers of size to purchase two seats and submit a request for a refund after their flight, has added new stipulations to this longstanding practice. Starting January 27, 2026, customers must now meet three specific conditions to qualify for a refund on the second seat: at least one seat must be available on the flight, both seats must be purchased in the same fare class, and the refund application must be made within 90 days of traveling.
The new guidelines are detailed clearly on the Southwest website, which states, “Customers who encroach upon the neighboring seat(s) should proactively purchase the needed number of seats prior to travel to ensure the additional, adjacent seat is available.” This emphasis on preparation aims to clarify when a refund can be expected, marking a shift from past practices.
The broader impact of these changes is concerning some in the travel community. Jeff Jenkins, who founded Chubby Diaries, an online group for plus-size travelers, expressed skepticism over the airline’s intentions. He remarked, “It seems like a sneaky add-on from a policy that had been around for 20+ years without much hitting the bottom line.” Jenkins highlighted the potential confusion among customers, particularly regarding the availability of flights. He worries that many plus-size individuals might avoid Southwest altogether, fearing they won’t know if a flight is sold out.
Industry professionals are weighing in, too. Jason Vaughn, a travel agent with insights into the needs of larger travelers, suggested the policy could affect all Southwest customers, not just those who require extra space. He stated bluntly, “I think it’s going to make the flying experience worse for everybody. They have no idea anymore who their customer is.” Vaughn’s comments underline concerns that a company’s ability to cater to a diverse customer base is diminishing, potentially leading to a less enjoyable flying experience overall.
Kaycee Bivens, another advocate for plus-size travelers, also expressed disappointment. She had been a loyal Southwest customer because of its previous policies. She noted, “If you’re already budgeting and now you’ve got to add $300 to $400 to your budget, that may mean fewer travelers.” Bivens’ observation underscores the financial implications of the revised policy, emphasizing how new costs could discourage individuals from flying altogether.
As the airline industry continues to evolve, policies like that of Southwest Airlines will be scrutinized not only for their financial impact but also for their role in ensuring an inclusive flying environment. The success of a business hinges on understanding its customers, and as this situation unfolds, it remains to be seen how these changes will affect Southwest’s relationship with its diverse passenger base.
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