Southwest walks back a plus-size passenger policy that landed it in the hot seat

• Southwest Airlines revised its “customer of size” policy to offer free extra seats.
• The change comes after backlash over the way its previous policy was enforced.
• The airline had required plus-size passengers to purchase an additional seat if necessary.

While some flyers were frustrated by the January policy shift, it relieved some plus-size travelers when it went into effect.

Stephanie Massouda, 33, told Business Insider in April that purchasing an additional seat in advance helped her avoid any awkward encounters with gate agents. It alleviated the stress of flying that she often feels.

“Flying while fat, there’s already so many considerations that you have to keep in mind,” Massouda said at the time.

Southwest’s slew of changes shows how airline policies can become a flash point when travelers feel singled out.