Southwest Airlines Is Making 3 Big Changes in 2026 - What Hawaii Travelers Need to Know

Southwest Airlines has long been a favorite among Hawaii travelers for its simple rules, free checked bags, and open seating. But starting January 27, 2026, that familiar experience is changing in some major ways.

Here are the three biggest Southwest changes you need to know, with a deeper look at the updated Customer of Size (COS) policy, since that’s causing the most confusion.

1. Open Seating Is Ending (Assigned Seats Are Coming)

For the first time in its history, Southwest Airlines is moving away from open seating.

What’s changing

• Passengers will now select assigned seats

• New seating options will include:

  • Standard

  • Preferred

  • Extra Legroom

What this means for Hawaii travelers

• No more rushing to line up at HNL or neighbor island gates

• Families and groups flying interisland can sit together more easily

• You’ll have more certainty on longer flights to the mainland (LAS, LAX, PHX, etc.)

Southwest is clearly shifting toward a model that gives travelers more control, especially for longer routes from Hawaii.

2. New Fare Structure With Paid Seat Options

Along with assigned seating, Southwest is rolling out new fare tiers tied to seat location and legroom.

Key changes

• Better seats may cost more

• Extra legroom becomes a paid upgrade

• Fare differences will matter more than before

Why this matters in Hawaii

For Hawaii residents, especially those flying long-haul routes:

• Seat comfort becomes more valuable

• Booking strategy (points vs cash) will matter more

• Early planning may help lock in better value

This is a move toward competing more directly with Alaska, Delta, and United.

3. Customer of Size (COS) Policy: What Changed and How Refunds Work

Previously, Southwest allowed Customers of Size to:

• Request an extra seat at the airport

• Often receive it at no upfront cost

Starting in 2026:

• Customers of Size must purchase the extra seat in advance

How Southwest Determines a Customer of Size (COS)

Southwest does not use weight, BMI, or a medical definition to determine whether someone qualifies as a Customer of Size. Instead, the policy is based on seat fit. You can read their exact policy here.

Southwest’s standard

A passenger is considered a “Customer of Size” if they cannot comfortably fit within a single seat while:

• Sitting fully back in the seat

• With the armrests down

• Without encroaching into the adjacent seat space

If lowering the armrests causes discomfort or overlap into the next seat, Southwest considers that passenger eligible (and now required) to use the COS policy.

Important clarifications

• There is no scale, measurement, or public questioning

• Gate agents are trained to handle this “discreetly”

• The determination can be:

  • Self-identified by the passenger during booking

  • Addressed by a Southwest employee only if necessary

Southwest emphasizes that the policy is about comfort and safety, not judgment, although I think this part of detmerining a COS will be messy, likely to lead to a bunch of uncomfrtable tiktok videos.

Do Customers of Size Get Refunded?

Yes, in many cases. But not immediately.Here’s how it works:

Before travel

• The passenger buys two seats (or more if needed)

• This guarantees adequate space and avoids boarding issues

After travel

• Southwest reviews whether the flight was completely full

• If at least one seat remained empty, the extra seat is refunded

• The refund goes back to the original form of payment

Important details

• Refunds are not instant

• The passenger may need to request the refund

• If the flight is 100% full, the refund may not apply

Southwest kept this refund option to soften the impact, but it is still a big shift from their old trust-based approach.

Why Southwest Is Making These Changes

Southwest says these updates help:

• Improve boarding efficiency

• Offer more seating flexibility

• Better compete with other airlines

From a Hawaii perspective, it’s also about:

• Longer average flight times

• Higher demand on West Coast and Vegas routes

• Travelers wanting more predictability

What Hawaii Travelers Should Do Now

• Expect assigned seating on future bookings

• Budget for seat selection on longer flights

• If COS applies to you or someone you travel with, plan for:

  • Upfront purchase

  • Post-trip refund request if eligible

Scottie’s Take

Southwest changing open seating is huge… especially for Hawaii travelers who built routines around early boarding and free-for-all seating. The COS policy shift is tougher emotionally, but Southwest did at least keep the refund option, which matters.

Personally, I think the rollout of the Customer of Size policy is going to be rough at first. There isn’t a physical “test seat” available before the flight, so in many cases the initial determination will likely happen at the gate and by sight. That opens the door to misunderstandings, uncomfortable conversations, and frustrated travelers.

I wouldn’t be surprised if we see upset customers and viral TikTok videos early on, especially during the adjustment period. My hope is that Southwest invests heavily in training and consistency, because how this policy is enforced will matter just as much as the policy itself.