Southwest Airlines’ New Customer-of-Size Policy

2 seats for larger guests

Southwest Airlines’ New Customer-of-Size Policy: What It Costs, How Refunds Work, and What Happens to Your Frequent-Traveler Benefits

Southwest Airlines is rolling out major changes on January 27, 2026, and two of them directly affect millions of travelers:

  1. Assigned seating replaces open boarding, and

  2. A revised Customer of Size policy takes effect, requiring certain passengers to buy an extra seat at booking.

Here’s what travelers, and especially corporate travel planners, need to know.

What the Second Seat Costs

Southwest will require customers who cannot fit comfortably within a single seat (armrests down) to purchase two seats at the time of booking.

Pricing rules:

• The second seat costs the same fare you paid for the first seat (Wanna Get Away, Anytime, or Business Select).
• Taxes and fees typically apply only to the primary seat, but the fare portion of the second seat must be paid in full.
• Both seats must be purchased under the same passenger name and fare class.

This extra space is no longer complimentary or handled at the gate. It must be booked in advance.

How to Get Your Money Back: The New Refund Steps

Southwest still allows refunds for the second seat, but the rules are stricter and the process is no longer automatic.

  1. Both seats must be purchased under your name in the same reservation.
    This ensures you are assigned two adjacent seats once assigned seating begins.

  2. The flight must NOT have been full.
    Southwest will only issue a refund if the aircraft departed with at least one empty seat.

  3. Submit your refund request within 90 days of travel.
    This is a major change. Refunds are no longer handled automatically at the gate.

You must:
• Visit Southwest.com
• Select the Customer of Size Refund Request
• Upload confirmation details
• Submit within 90 days of your completed travel

Requests made after 90 days will not be honored.

  1. Refund is issued to the original form of payment.
    Once approved, Southwest credits the fare of the second seat back to your card.

Do You Earn Rapid Rewards or Elite Status Credit on Both Tickets?

This is where things get nuanced.

What’s clear:
• Your primary seat earns Rapid Rewards points and elite-status credit just like any other paid Southwest ticket.

What is not guaranteed:
• The second seat does not automatically earn Rapid Rewards points, elite-qualifying flights, tier credits, or Companion Pass credits.
• Southwest has not published any statement confirming that the second seat is treated as a qualifying flight.
• Historically, airlines classify extra seats (for size, instruments, or workspace) as non-qualifying for loyalty earning.

Best assumption for now:
Only the first seat earns points and status credit.
The second seat is an accommodation, not a second qualifying flight.

This is important for frequent travelers and corporate travel planning. Customers should not expect double points, double qualifying flights, or double Companion Pass credit.

Why Southwest Made the Change

With assigned seating replacing open boarding, Southwest needs accurate seat counts in advance. Requiring eligible customers to book two seats upfront:

• eliminates last-minute disputes,
• prevents gate delays,
• allows fairer seating assignments, and
• improves the boarding process.

This is part of Southwest’s broader modernization effort.

For Corporate Travel Managers and Event Planners

If you manage group travel or incentive programs:

• Make sure travelers who need additional space book two seats upfront.
• Document the purchase so refunds are easy to request later.
• Explain that Rapid Rewards benefits apply only to the primary seat, not both.

This avoids last-minute surprises and protects your program budget.

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