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Southwest Airlines Quietly Revamps Extra Seat Policy, But Skeptics Ask: Is This Really About Passenger Comfort or Profit Margins? As the carrier rolls out a new process for travelers needing extra room, industry watchdogs point to a potential cash grab disguised as an inclusivity upgrade. The southwest extra seat policy update now requires customers to purchase two seats at booking before seeking a refund, a move critics say benefits the airline's bottom line more than the disabled community it claims to serve.