It wasn’t that long ago that Southwest Airlines was considered a beacon of accessibility, resting soundly above their competitors. A far-cry from their position a decade ago, when it took enough bad press and the threat of lawsuits to prioritize basic passenger dignity.

A hard lesson now seemingly abandoned. 

While other airlines made flying a nightmare for people in larger bodies, Southwest’s Customer of Size (COS) policy was rooted in fairness and the idea that every passenger deserves to travel with dignity. In early 2026, Southwest moved to assigned seating, effectively removing flexibility for people who have different needs than the average traveler and the unique competitive edge they brought to the table. 

Kenny Slack, a loyal, weekly flyer, was recently singled out at the gate and told he needed to purchase a second seat. This is despite the fact that he fit into his own. Reflecting on the incident, Kenny told the OAC:

“I was shocked at the lack of (DEI) training this airline has given its employees in regards to how to handle these policies in real-life situations. The lack of tact and empathy was what was shocking. Even though I didn’t need the extra room, it was still embarrassing. I can only imagine how it would feel for someone who might need it.”

Kenny isn’t alone. 

Ruby Cosby recently faced a similar nightmare, barred from her flight and left financially stranded after one agent overruled another’s decision to let her board. An airline’s policy shouldn’t be that customers have to hope there’s more thoughtful employees than not the day they need to fly. It should no longer be considered a policy when there are no hard lines or regulations to back it up.

When pressed for comment on these incidents, Southwest’s defense has centered on a single word: “Latitude.” 

A spokesperson stated that agents have the “latitude” to determine if a passenger meets the criteria for an extra seat. In practice, “latitude” is just another word for personal bias. It gives staff the green light to make snap judgments about a person’s body, leading to the very discrimination Southwest once promised to avoid.

This systemic failure is exactly what the OAC moved to prevent. 

In 2024, when the shift to assigned seating was first announced, the OAC reached out to Southwest leadership and reminded them that this transition would erode the protections that made them an industry leader. 

In response, Southwest assured us that their “Southwest. Even Better” initiative would focus on “more choice and more comfort to all our Customers.” They insinuated that flexibility would remain a feature of flying with them.

OAC President and CEO, Joe Nadglowski, has formally reached out to Southwest’s leadership to address the multitude of reports coming in on this issue. The current implementation of the COS policy is leaps and bounds away from Southwest’s own safety and operational philosophy.

Many airlines have maintained similar extra seat policies for many years – the difference is no other airlines are implementing them with the inconsistencies and public scrutiny that Southwest is. The OAC wants to continue promoting Southwest as one of the best airlines for accessibility. We are ready and willing to use our expertise to help Southwest, and all other airlines, move toward a model of Standardized Dignity. That means: objective standards, comprehensive training and private resolutions.

In practice, Standardized Dignity looks like moving away from “latitude” and toward fair rules applied consistently across all airports. It equips employees with the tools to handle seating needs – not in front of a line of boarding passengers – with the respect that was so clearly missing for Kenny and Ruby.

Southwest has a choice: they can honor the legacy of kindness they built, or they can let their concept of “latitude” become a tool for exclusion. Take action now by using OAC’s advocacy tool to call on Southwest Airlines to standardize and respectfully implement its Customer of Size policy with clear guidelines, consistent training and a better travel experience for all.