Passengers traveling with Southwest Airlines are getting ready for a major shift in how they board and sit, as the carrier officially moves away from its longtime open-seating system and introduces assigned seats starting Jan. 27.
“Southwest Airlines has no assigned seats for one more day,” one traveler heading to Kansas City wrote in a post on X on Monday. “On my way back, everything majorly changes as I already have my assigned seat.”
The airline revealed back in July 2024 that it intended to scrap open seating, a signature feature of Southwest for decades. The company said the change was driven in part by revenue considerations, but also by customer feedback showing growing interest in assigned seats and paid upgrades.
“Our Customers want more choice and greater control over their travel experience,” Southwest executive Tony Roach said in 2025. “Assigned seating unlocks new opportunities for our Customers — including the ability to select Extra Legroom seats — and removes the uncertainty of not knowing where they will sit in the cabin.”
By the summer of 2025, Southwest had already begun assigning seats to passengers whose itineraries included flights scheduled to depart on or after Jan. 27, easing the transition ahead of the full rollout.
Reaction from travelers has been mixed. Some welcomed the move, saying assigned seating would reduce what they described as poor behavior during boarding and long-standing abuses of the open-seating system. Others said knowing their seat in advance would make the process less stressful.
“I for one am SOOOOOOOOO happy to be rid of that open seating nonsense,” one X user wrote. “At 6’5″, I will GLADLY pay a premium for my favorite exit row seat with the leg room and not need to stand in line like cattle.”
Not everyone was pleased. Detractors argued that open seating worked better for families, groups, or passengers forced to rebook at the last minute, who otherwise might end up stuck with undesirable seats. Some also accused the airline of prioritizing profits over what once made it stand out from competitors.
“They had a good run but it’s obvious corporate greed won over what we all felt made them the best airline,” one social-media user claimed.
A Southwest spokesperson did not immediately respond to requests for comment, but the airline did address complaints directly on social media, replying to a frustrated traveler.
“We’re evolving to meet changing Customer preferences, & our research clearly indicates a desire for assigned seating,” the representative wrote in an X response. “Still, we know assigned seating is not preferable for every Customer. We hope you’ll give us an opportunity to welcome you onboard.”
Under the new system, passengers booking flights are asked to choose among three categories of seats: “Standard” seats toward the rear of the plane, “Preferred” seats closer to the front, and “Extra Legroom” seats near exit rows that provide an additional 3 to 5 inches of space.
Southwest explains on its website that the seat category a customer selects affects boarding order and eligibility for certain benefits. The airline has also adjusted its pre-boarding rules slightly, including those that apply to active-duty military members and families traveling with children.
Alongside the seating overhaul, Southwest is also revising its policy for “customers of size” who need an extra seat, with the updated rules taking effect on Tuesday.
Previously, travelers who required additional space were encouraged—but not required—to reserve a second seat in advance. Extra seats were provided at no cost “if space is available on the flight,” according to Southwest, and customers could request refunds after completing their trip.
Beginning Jan. 27, however, those passengers must purchase the additional seat ahead of time and “pay any applicable seat fee” before boarding. Refunds remain available after travel, but only if several criteria are met, including that both seats were purchased in the same fare class, the refund request is submitted within 90 days, and the aircraft departed with “at least one” unused seat, Southwest said.
Refunds may also be issued if the flight was fully booked but included travelers flying on “space available passes,” such as airline employees or other non-paying passengers traveling for leisure.
When the revised policy was announced earlier this year, advocates for plus-size travelers voiced disappointment. One organization, the National Association to Advance Fat Acceptance, told The New York Times that Southwest had been a “beacon of hope for many fat people who otherwise wouldn’t have been flying.”
Even with the changes, Southwest remains the only major U.S. airline—among American, Delta and United—that offers any form of post-flight refund to eligible plus-size passengers.
Earlier this year, the airline said it had begun proactively notifying customers who previously relied on the extra-seat policy before their next scheduled trip.
“To ensure space, we are communicating to Customers who have previously used the extra seat policy they should purchase it at booking,” a spokesperson said.
{Matzav.com}
