A policy change at Southwest Airlines is drawing renewed scrutiny from travelers who say the rule has led to awkward encounters and inconsistent enforcement at airports across the country.

Over the past year, the airline has rolled out several major updates affecting passengers. Among the most debated changes is its revised “customer of size” policy, which requires some travelers to purchase an additional seat if they cannot comfortably fit within a single one.

According to guidance published by the airline, passengers who may need extra space are expected to buy a second seat in advance. The policy also gives airline staff the authority to require an additional ticket if they believe it is necessary for cabin safety and passenger comfort. However, critics argue the rules lack clear standards explaining how employees should make that determination.

Two travelers recently shared their experiences online, highlighting how the policy can be applied differently depending on the situation.

One of them, Erika DeBoer, said she was flagged under the rule while checking in for a flight from Omaha, Nebraska, to Las Vegas. DeBoer explained that an airline employee informed her she would need to purchase another seat before boarding.

According to DeBoer, staff repeatedly told her the measure was meant to ensure the “safety and comfort” of other passengers. She ultimately paid for the additional seat for the outbound flight but said she was not required to do so on the return trip. The differing decisions left her confused and frustrated.

Another passenger, Grace Simpson, described a similar situation involving connecting flights. Simpson said she was identified under the policy while traveling from Norfolk, Virginia, to Baltimore. However, when she boarded her next flight to San Diego, a different employee did not require her to purchase an additional seat.

Simpson said the moment became uncomfortable when an airline worker raised the issue in front of other passengers. Although she acknowledged that staff members are simply enforcing company rules, she argued the policy leaves too much room for personal interpretation.

She noted that multiple employees may evaluate the same passenger differently, which can create uncertainty for travelers and put workers in an awkward position.

The passenger later received a refund along with a flight voucher from the airline, but she says the larger issue remains unresolved. Simpson believes clearer standards could help ensure the rule is applied consistently and fairly across the airline’s network.

The controversy comes as Southwest continues to implement broader operational changes, including adjustments to its open seating model and updates to its long-standing policy on free checked bags.

As airlines across the industry look for ways to balance passenger comfort with safety requirements, the debate over seat space—and how policies are enforced—shows no signs of slowing down.