Southwest Airlines updated its policy for plus-size travelers, allowing representatives at the airport to give customers extra seats for free as needed.
“On flights where adjacent seats are available, our Agents at the airport are empowered to provide an additional seat at no extra cost to Customers who require one,” 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 a push to “create a more consistent and seamless experience for Customers who require an additional seat.”
Travelers who need multiple seats but didn’t book them ahead of time were previously required to pay for the additional seat at the airport at the current fare or rebook on another flight if adjacent seats weren’t available.
Southwest continues “to encourage Customers who need an additional seat to book it in advance to help alleviate any last-minute inconvenience at the airport,” the airline added. Flyers booking multiple seats in advance must purchase both and can request a refund for the extra seat after traveling (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 cannot sit safely in a single seat. Southwest defined that as between two lowered armrests.
The airline also restricted the conditions under which refunds would be provided, prompting pushback from some plus-size travelers who argued the changes would make their trips more complicated.
Reporting by Nathan Diller, USA TODAY / USA TODAY Network via Reuters Connect