Grace Simpson tells PEOPLE that travelers impacted by the airlines ‘Customers of Size’ policy “deserve dignity, predictability, and respect in public spaces too”
NEED TO KNOW
- Southwest Airlines’ updated ‘Customer of Size’ policy went into effect on Jan. 27, 2026
- Since then, several customers have taken to social media to air their grievances with the airline
- Two recently affected passengers, Erika DeBoer and Grace Simpson, went viral after flying with the airline and now talk to PEOPLE about how the policy changes made them feel
In January 2026, Southwest Airlines updated its “Customer of Size” policy, altering how some passengers book their flights.
According to the guidelines, travelers who may not fit within a single seat are now required to “proactively” purchase an additional seat. The policy also states the airline may decide, “in its sole discretion,” when a second seat is needed for safety reasons, without outlining specific measurements or criteria, aside from possible encroachment on neighboring seats.
Since the change took effect, passengers have shared mixed reactions on social media, with some calling for clearer guidance on when an extra seat is required — including Erika DeBoer, who ran into issues regarding the policy while traveling from Omaha, Neb., to Las Vegas on Feb. 6…