A woman has accused Southwest Airlines of cancelling her ticket after a gate agent allegedly told her she was too large to travel in a single seat. The dispute has intensified backlash over carriers’ updated policy for plus-size passengers.
Ruby Cosby, a passenger from Nashville, said the incident took place on 28 February as she attempted to board a flight to Los Angeles. According to the passenger, a gate agent refused to allow her to board unless she purchased a second seat, citing a recently introduced “customer of size” policy.
Cosby said she had flown with the airline before without issue and believed she could fit into one seat. “I can fit in the seat like I have fit in the seat with no problem for many years,” she said.
Under the policy, which took effect on 27 January 2026, passengers who are unable to fit within a single seat, defined by the space between armrests, must purchase an additional ticket.
@samyra It is discrimination that is at the discretion and fatphobia of whoever is at work that day.
♬ original sound – Samyra
Cosby said she asked to demonstrate that she could fit into the seat, but was denied the opportunity. When she declined to immediately pay an additional $450 for a second seat, she claims her ticket was cancelled, even though she had purchased it before the new seating policy took effect and was unaware of the changes.
“I also asked him is there any way I can go test to see if I can fit the seat. Like you’re telling me I can’t get in the seat before I got in the seat,” Cosby said to People. “He informed me that there was no way for him to do that. That if he took me all the way past the TSA gates and I couldn’t fit in the seats that would cause a bigger problem.”
After contacting family members for financial help, Cosby was able to rebook, but the situation escalated when a second agent initially allowed her to proceed with one seat before the first agent intervened again. Ultimately, she chose to book a flight with another airline for $350 to reach her destination.
The case comes amid growing backlash against Southwest’s revised policy, which critics have labelled a “fat tax.” The airline’s previous approach allowed passengers to request an additional seat at no cost or receive a refund if one was purchased in advance and not needed. Under the new rules, refunds are no longer guaranteed and may depend on seat availability.
@allbysassa Spent my entire lobby time mentally preparing for a random gate agent to tell me I gotta buy an additional seat for a 40 minute flight 🙃 #southwest #plussize #travelanxiety #tsa #supercommute ♬ original sound – Big Belly
The decision about whether a passenger requires extra space is left to the staff’s sole discretion. In a statement shared with People, an airline spokesperson said, “Our goal is always to provide a comfortable experience for everyone on board; however, with assigned seating, adjacent seats may sometimes already be occupied. In this case, we have reached out directly to the customers involved to better understand their experience and ensure we address any concerns with the appropriate discretion.”
Advocates and passengers have raised concerns that the policy is inconsistently applied and may rely on subjective judgments about body size. Some travellers have reported feeling embarrassed or singled out at the airport, with critics arguing that the lack of clear guidelines increases the risk of discriminatory treatment.
Cosby commented on those concerns, warning that without objective standards, enforcement could depend on individual perception rather than measurable criteria.
The controversy highlights broader debates within the airline industry on how to balance passenger comfort, safety, and inclusivity.
