Southwest Airlines is under fire over its booking policies designed to accommodate overweight passengers went viral on social media. According to the “Customers of Size” policy, which was brought to light by plus-sized TikTok influencers, travelers who cannot fit in a standard airplane seat can request additional seats free of charge—even if it means bumping smaller passengers from the flight.
A dedicated page on the Southwest Airlines website establishes the armrest as the definitive boundary between seats, stating that “customers who encroach upon any part of the neighboring seat(s) may proactively purchase the needed number of seats prior to travel.” After arriving at their destination, anyone taking advantage of this policy may request a full refund for the additional seating.
While travelers are encouraged to book their spillover seats ahead of time, arrangements can also be made at the departure gate immediately before takeoff. However, Southwest warns that this may result in other customers being asked to relinquish their seats for an unplanned accommodation.
The airline also stresses that the policy does not apply only to weight, but rather to any handicap or health condition that might make a person need more than one seat. However, given the title of the policy, a passenger’s size is obviously a primary consideration.
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This policy gained new attention in recent weeks via TikTok videos posted by “body positivity” influencers chronicling their journeys. One such TikToker, a woman named Kimmy Garris who calls herself a “fat solo traveler,” recorded herself acquiring a second ticket at the airport terminal, boarding the plane before everyone else (another perk of the policy), and describing how this should be the industry norm.
However, despite the recent attention similar videos have drawn to the policy, Southwest Airlines stated that this is nothing new.
“We’ve had a long-standing policy for more than 30 years designed to meet the seating needs of Customers who require more than one seat and protect the comfort and safety of everyone onboard,” Southwest Airlines states on its website, denying that anything recent has changed.
But in light of the new awareness about the “Customer of Size” policy, many other customers are expressing frustration. In a separate TikTok video, a woman claims that she and her two teenage daughters were bumped from their flight when a plus-sized passenger requested a last-minute accommodation.
Other online commentators denounced the policy as “fat supremacy” and “rewarding bad decisions.” Still others expressed concern that giving free seats to certain flyers would simply make airline tickets more expensive for everyone else.
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