Southwest Airlines canceled a woman’s ticket because she refused to buy a second seat

Source: BET News Published: March 27, 2026

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Nashville resident Ruby Cosby says Southwest Airlines canceled her ticket at the gate on February 28 because she did not purchase a second seat to accommodate her size, nearly causing her to miss a cruise to Mexico. Cosby said she has always flown Southwest without any problems and that she fits in the seat. Since she did not have enough money for a second ticket in the moment, the gate agent canceled her booking. Her family sent her money to rebook, but she encountered conflicting instructions from different agents, with one issuing a ticket without requiring a second seat and another reversing that decision. She was ultimately able to make her cruise after purchasing a one-way ticket through Delta Airlines for $350. The incident is tied to Southwest’s updated “customers of size” policy, which went into effect as the airline completed its transition to assigned seating on January 27, 2026. Southwest’s policy states the company may determine at its discretion that an additional seat is necessary.