The airline may now have to walk back its recently revised policy after significant backlash from some customers – it has been a point of contention for passengers online
(Image: Getty Images)
An airline that faced significant backlash for its controversial “customers of size” policy may now be forced to walk back on recent changes regarding plus-sized passengers.American commercial carrier Southwest Airlines changed its Customer of Size policy in January, when the airline moved to assigned seating. The updated guidelines require travellers who were unable to fit between lowered armrests to buy a second seat ahead of their journey. Passengers arriving without a prior reservation for an extra seat faced being rebooked if the flight reached capacity, or they were compelled to pay high same-day prices for the additional space.
But on Tuesday (May 26), one TikTok user reported to have been told “the best news ever” by a Southwest gate agent.
In the short social media clip, the traveller claimed Southwest is “rescinding at least part of their new customer of size policy” that went into effect at the start of year. January. “They will be changing back to the original policy, at least in some form, where you can come into the airport and get an additional seat booked for you at no cost,” the woman in the video claimed. “You will no longer have to pre-purchase the seat.”But, as per a statement shared with Newsweek, the airline recently said: “On flights where 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 statement added: “If another seat is not available., we will work to accommodate the customer on a later flight. We continue to encourage customers who need an additional seat to book it in advance to help alleviate any last-minute inconvenience at the airport.” The statement to Newsweek left several questions unanswered, specifically regarding the timeline for these implementations and whether passengers who choose to pre-purchase an additional seat would remain eligible for refunds.