How Southwest's Controversial New 'Customer of Size' Policy Compares to Other Airlines

It’s a sharp departure from the airline’s former plus-size passenger policy, which was seen as one of the most generous and a reason many larger passengers chose to fly on Southwest. Before this new policy, passengers could request a free seat at the gate when space allowed, or choose to buy two seats, and have the second one refunded after the flight. Under the new policy, refunds for a second purchased seat will only be possible if the plane flies with at least one empty seat. If the plane is full, no refund will be given. Passengers who don’t buy a second seat but are unable to fit in a single seat may be bumped to a later flight, for which they’ll need to buy a second seat.

Responses to the news have been mixed, with some passengers bemoaning what they see as a loss of fairness and inclusivity for a broad range of body types. Others are applauding the decision, saying it will make flying more comfortable for other passengers. On both sides, travelers are pointing to it as one of many new changes that suggests Southwest is moving away from its reputation as a friendly, customer-first airline.

With Southwest no longer offering guaranteed refunds for larger flyers, travelers of size may be wondering if different airlines are more accommodating. Here’s how the other major US airlines stack up, and why there’s one airline that may be the clear winner going forward for plus-size passengers.

If you’re on the cusp of fitting comfortably in the seat, remember that all airlines offer seatbelt extenders on request, adding about 25 inches to the overall length. If you have no choice but two buy two seats, you may first want to look into the cost of flying Business Class or Premium Economy, both of which may have larger and more comfortable seats at a lower total cost.

‘Customer of Size’ policies on major US airlines

Delta Air Lines

Average economy seat width: 17.3 inches

Plus-size Delta customers are “encouraged,” but not required, to buy an extra seat. There are no refund available for this second seat. If travelers choose not to buy a second seat but can’t comfortably fit in a single seat with both armrests lowered, they may be moved to a seat somewhere else on the plane that can accommodate them better (potentially in a less desirable location on the plane). If no empty seats are available or the passenger can’t be accommodated on the flight they booked, they’ll be rebooked on a later flight.

View Delta’s official “Extra Seat” policy here 

American Airlines

Average economy seat width: 16.2–18.4 inches

American Airlines’ policy states that passengers who can’t safely fit in a single seat must purchase an extra one, though the policy doesn’t explicitly mention that this is due to size reasons. Refunds for this second seat are not offered. These second seats should be booked by calling the American Reservations department. If you didn’t buy an extra seat, you can inquire about adding it to your reservation when you check in at the airport. If you can’t safely fit and a second seat isn’t available, you may be switched to a later flight. However, you’ll be able to buy the second seat on your new flight for the same cost as your original flight, saving some money in case the later flight is more expensive.

View American’s official “Extra Space During Travel” policy here

United Airlines

Average economy seat width: 17.3 inches

Like American, United requires that passengers who can’t fit in a seat with the armrests down, or who cut into the seat next to them, must purchase a second seat. This extra seat can be purchased at the same cost as the primary seat if you book them at the same time, but if you wait until you’re at the airport, the cost may be higher. No refunds are issued for the additional seat. It notes that passengers who buy two seats get twice the amount of checked baggage, though carry-on bag limits apply to each passenger, regardless of how many seats they purchased.

View United’s “Extra Seats” policy here

Alaska Airlines

Average economy seat width: 17 inches

When it comes to inclusive flying, former plus-size Southwest passengers may also want to see if Alaska flies their route, as the two airlines now have similar policies. Alaska requires plus-size passengers to buy an extra seat, and guarantees a refund if the flight has at least one empty seat. As with Southwest, you’ll need to contact the airline soon after your flight to request this refund. If you need an extra seat but didn’t purchase one, you’ll be asked to do so at the airport. The policy is only available to passengers whose size exceeds the seat width — in other words, if you’re not plus-size but try to buy a second seat next to you anyway, you won’t get it refunded.

View Alaska’s “Customers of Size” policy here