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Plus-sized passengers are expressing frustration over a new policy introduced by a major US airline, which they argue is discriminatory. The airline in question, Southwest Airlines, has announced that starting in January 2026, passengers who cannot fit within the confines of a single seat, as defined by the space between two lowered armrests, will need to purchase an additional seat.
This ‘Customer of Size’ policy means that individuals who require extra space must proactively buy a second seat when booking their flight. If they arrive at the airport without having done so, they risk being moved to a later flight or paying a premium for an additional seat on the spot, which can be significantly more expensive than booking in advance.
The implementation of this policy has sparked discussions and reactions online, as many passengers have taken to social media to voice their discomfort and embarrassment. They have shared experiences of being approached by airline staff at check-in and boarding gates, asking them to purchase an extra seat before they could board their flight.
The introduction of this policy by Southwest Airlines is already stirring controversy, as it affects the travel experience of many passengers who feel singled out and compelled to incur additional costs.
Now, just weeks after the new policy came into effect, several flyers have taken to social media to share their ’embarrassment’ of being asked by check-in and gate staff to purchase an extra seat before boarding their flight.
American traveller Erika, who goes by @erikawithak27 on TikTok, called out the airline in a video after experiencing what she called ‘predatory’ behaviour by staff whilst flying to Las Vegas with a friend in February.
Southwest passenger Grace Simpson (pictured) detailed the ‘worst flying experience’ of her life in a TikTok video after being asked to purchase an extra seat at a US airport
The hairstylist, who had arrived at the airport without a pre-booked flight, explained that she had made her way to check-in as usual to drop off her luggage, but was left perplexed when an agent asked if she ‘wanted to try’ purchasing an extra seat.
After rejecting the agent’s offer, Erika – who identifies as ‘plus-sized’ – asked if she was picked specifically because of her weight.
The agent, she claimed, said the request was ‘for the safety and comfort of other passengers’.
She said: ‘What is the process for you deciding that… just by looking at me? You have no clue if I can fit in this seat or not.’
A supervisor was eventually called to assist the agent, and Erika claimed she was then firmly instructed to purchase an extra seat if she wanted to fly.
After a tense back-and-forth, she ultimately coughed up $176 (£131) for the additional space.
She has since requested a refund and written a formal complaint to Southwest.
The content creator went on to call the policy ‘absolutely disgusting, discriminatory and predatory’, and further suggested the airline is targetting a ‘vulnerable group of people’ that may already be ‘too nervous to fly’.
Erika’s experience was echoed by fellow Southwest passenger Grace Simpson, who detailed the ‘worst flying experience’ of her life in a video posted to her TikTok page, @graceplattesimpson.
She claimed she was almost driven to tears after being ‘pulled aside’ at the gate whilst waiting for her connecting flight to San Diego in February.
Southwest Airlines has come under fire for its new ‘Customer of Size’ policy that requires plus-sized passengers to purchase an extra sit if they cannot fit between armrests
A Southwest supervisor reportedly approached the passenger and claimed she had been ‘flagged as a Customer of Size’ before requesting she buy an extra seat.
She refused, adding that she has ‘never ever ever had a conversation’ about her weight with any airline, and that she has never been asked to buy another seat.
She noted: ‘Moments like this make me want to crawl under a rock and live there forever. I’ve already lost 100lbs, and I suppose this motivates me to keep going. But even after losing 100lbs, I’m not immune to this. S**t like this still happens.’
After her experience, Grace said Southwest’s new policy ‘truly discriminates’ against ‘people of size’.
She added: ‘If an airline is going to strictly enforce such a policy there should be clear parameters and guidelines for how a person of size is classified.’
Thousands of mixed responses poured in from viewers on both videos, with many agreeing with the airline’s new rule, while others questioned the carrier’s approach to women of a certain size.
One person wrote, ‘Why are only women being targeted? I haven’t seen any men making these videos?’ as another added, ‘Would they treat a 6’5” muscular man the same way? That’s the real question’.
However, one viewer refuted: ‘If you’re spilling into the next seat, then yeah you should be required to buy a extra seat. Not sure why this is controversial.’
Another shared: ‘I’m sorry, dear, but having been on the other end of that situation and having to share my seat with someone who was much larger than their seats was incredibly stressful. I had a full panic attack because that person was literally on me.’
A third said: ‘As terrible as this policy is, could it also not be a turning point in someone’s life where they make a positive healthy change because they can’t fit in one seat?
‘Can’t you take this negative situation and realize it’s time to make a change for yourself? If you’re even close to being accused of needing two seats, it’s time to do something right for yourself.’
The airline says fewer than 0.25 percent of passengers request extra seating, and insists the update is part of a broader revamp, but for the plus-size community, it appears the impact is already being felt.
A spokesperson for Southwest Airlines said: ‘We began communicating changes to our policy – which is in line with industry standards – almost a year ago and continued reiterating those changes directly to Customers throughout the summer.
‘Our policy is well defined on our website and has instructions on how to book a second seat at booking.’