Southwest Airlines updated its policy for plus-size passengers, allowing representatives at the airport to offer extra seats to customers as needed, free of charge.
“On flights where adjacent seats are available, our agents at the airport reserve the right to provide an additional seat at no additional cost to customers who require it,” the airline told USA TODAY in a statement. “If another seat is not available, we will work to accommodate the customer on a later flight.”
The policy change took effect late last week. The airline said the change was part of an effort to “create a more consistent and seamless experience for customers who need an extra seat.”
Passengers who needed multiple seats but had not booked them ahead of time previously had to pay for an additional seat at the current fare at the airport or rebook on another flight if adjacent seats were not available.
“Southwest continues to encourage customers who need an extra seat to book it in advance to help minimize any last-minute inconvenience at the airport,” the airline said. Passengers who book multiple seats in advance must purchase both seats and can request a refund for the additional seat after travel (if they meet certain criteria).
The airline tightened its policy for plus-size customers in January, making the purchase of a second seat a requirement rather than a recommendation for guests who can’t safely fit into a seat. Southwest defined it as between the two lower armrests.
The airline also limited the conditions under which refunds would be provided, leading to protests from some plus-size passengers who argued that the changes would make their trips more complicated.
Reporting by Nathan Diller, USA TODAY/USA TODAY Network via Reuters Connect