FOR IMMEDIATE RELEASE:
April 16, 2026                

Obesity Action Coalition Calls on Southwest Airlines to Standardize Customer of Size Policy Following Reports of Passenger Mistreatment


Tampa, FL — The Obesity Action Coalition (OAC) is calling on Southwest Airlines to immediately establish clear, consistent and respectful standards for its Customer of Size (CoS) policy following reports of passengers being singled out, denied boarding or required to purchase additional seats at the gate.

Reports submitted to OAC point to a troubling pattern: passengers are being left to navigate unclear expectations in real time, often in public settings. Concerns have grown following the airline’s recent transition to assigned seating, raising questions about inconsistent enforcement and lack of standardized procedures.

“It is unacceptable for passengers to be placed in a position where they are forced to negotiate their ability to travel at the gate,” said Joe Nadglowski, President and CEO of the Obesity Action Coalition. “Airlines should be setting clear expectations ahead of time, not leaving people to face inconsistent decisions in a public setting.”

OAC emphasizes that obesity is a complex, chronic disease and that policies impacting individuals must be grounded in fairness, medical understanding and respect. When policies are unclear or inconsistently applied, the result goes beyond inconvenience—it creates real barriers to travel, limiting access to healthcare, employment and essential personal connections.

The organization also warns that Southwest’s current approach places an unfair burden on frontline employees. Without clear, standardized guidelines and training, gate agents are left to make subjective decisions, leading to inconsistent and, at times, harmful passenger experiences.

OAC is urging Southwest Airlines to take immediate action by establishing transparent seating guidelines communicated before travel, ensuring affordable options for additional seating, aligning policy communication across booking, check-in and boarding, and implementing comprehensive training for all customer-facing staff.

The OAC has formally reached out to Southwest leadership and is seeking collaboration to develop a more equitable approach. Central to this effort is what OAC calls “Standardized Dignity,” a framework that prioritizes objective standards, private resolution of seating needs and consistency across every customer touchpoint. Until these changes are made, passengers will continue to face unnecessary barriers, public scrutiny and unequal treatment — outcomes that no airline should accept and no traveler should endure.


For more information please contact:
Gianna Toto
OAC Marketing and Communications Manager
gtoto@obesityaction.org

About:
The Obesity Action Coalition (OAC) is a National nonprofit organization dedicated to improving the lives of individuals affected by obesity through education, advocacy and support. The OAC is the first and only organization of its kind and the nation’s leading voice representing those impacted by obesity. To learn more about our work, please visit www.obesityaction.org.