Demand Respectful Implementation of Southwest Airlines Customer of Size Policy

Here’s the Issue: Southwest Airlines’ Customer of Size (COS) policy was once recognized for supporting a respectful travel experience for passengers who need additional space. However, following changes in January 2026 when assigned seating was introduced, concerns have grown about how the policy is being enforced.

Passengers report being asked at the gate to purchase an additional seat or risk being denied boarding, with decisions often left to individual judgment rather than clear guidelines. This creates confusion, inconsistency and stressful experiences, and does not align with Southwest’s commitment to safe, reliable and respectful service.

Take Action Now: Use OAC’s advocacy tool below to demand that Southwest Airlines improve and standardize implementation of their Customer of Size policy with clear guidelines, consistent training and a more respectful travel experience.

It’s Easy to Advocate: Use the message tool below to get started. Personalize your message to help strengthen your voice and support meaningful change.