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My Conversation with Kevin Smith

LindaRutherford
Employee
Employee

I had the chance this afternoon to speak directly with director Kevin Smith. I let him know that in my 18 years here at Southwest, I have never dealt with a situation like what has been unfolding in the last 48 hours. I let Kevin know we have refunded his airfare. I told him we made a mistake in trying to board him as a standby passenger and then remove him. And I told him we were sorry.

 

 

Now, 48 hours later, after talking to many involved, we know there were several things going on that day and that our Employees were doing their best to get his flight out safely and on time, including finding seats for everyone and trying to accommodate standby passengers. The Captain did not single Kevin out to be removed, but he did ask that the boarding be completed quickly. At that time, our Employees made the decision to remove Kevin after a quick judgment call that he might have needed more than one seat for his comfort and those seated next to him. 

 

 

Although I’m not here to debate the decision our Employees made, I can tell you that I for one have learned a lot today. The communication among our Employees was not as sharp as it should have been and, it’s apparent that Southwest could have handled this situation differently. Thanks, Kevin, for your passion around this topic. You were a reasonable guy during our conversation.

 

 

Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft. The policy is an important one for the comfort and safety of all passengers aboard a plane, and we stand by that 25-year-old policy. This has our attention, and we will be reviewing how and when this delicate policy is implemented.

1,803 Comments
Not_right
Explorer C
Your policy states that only one seat is needed if the arm rests go down. If this is the case, and Kevin Smith was later on another Southwest flight in one seat with the arm rests down, then you should apologize, say the employees were wrong, and stop adding the part about the 2 seat policy in relation to this situation. This apology is better than the last apology though...
Anonymous3459
Explorer C
As a person that was formerly morbidly obese, I look at this situation and what is really apparent is how much justification is necessary to maintain that kind of weight. You will find a way to justify why you have every right to be the size you are. And that is correct, you do. But noone has the right to compromise the safety or make them overwhelmingly uncomfortable to try and prove a point. Southwest has acted WAY ABOVE AND BEYOND what any other airline would have done to reach out to this man. They are a CLASSY airline. I worked for another airline, and I promise you, he would not have even gotten the $100 voucher, much less the refund or the public forum on thier own SITE to discuss this. Remove the veil from your eyes Kevin.
Anonymous1485
Explorer C
How about this? Just tell the full truth. Many more people are familiar with Kevin's explanation of events than yours as it is. It sounds like he was asked to leave because he was the last to board the plane, and one or more SWA employees used the "too large" excuse to get him off without argument. Dishonesty piled on dishonesty, and it blew up in your face. Tell the entire story and let people judge for themselves. We've all made mistakes and miscalculations in our lives. Continuing to lie about what happened will leave a sour taste in everyone's mouth. If your corporate policy is to be less than truthful about events, I'm done flying with you.
Anonymous976
Explorer C
This issue has everything to do with the uncaring embarrassment of a customer based on an old, but still ill conceived policy, and nothing to do with someone being fat. Going further down the fat road only compounds this mess, a mess that can not be bought with a lousy refund. This blog post should be short and sweet, and read something like this: _________________________________________ "A regrettable incident occurred on our airlines involving Director Kevin Smith. We are embarrassed at what has happened, and note that it is clearly not the correct implementation of our policy surrounding passenger comfort. While the incident has gotten attention based on who was involved, Southwest would be upset by such an incident occurring with any passenger. We have suspended the employees involved pending further investigation. Kevin Smith has been refunded his money as well as given complimentary airfare alongside our written apology and assurance that this will not happen again. Further we have initiated a review of our policies on this particular issue, in an attempt to balance the comfort of all passengers as well as ensure that Southwest airlines treats all of its passengers with dignity and respect. Please stand by us, we're going to get this fixed." _____________________________________________ See how easy that is, admit you messed up and move on. Signed, A guy who is not fat, but is still horrified listening to this.
Jen_Vargas
Explorer C
A bit more effort this time, but still closing with the objective of the first blog? Fail. I'll bet it was the fact the Good Morning America AND Larry King were LITERALLY beating down his door for an interview...
Anonymous3232
Explorer C
You used too many words, here's what you really said. Mistakes were made. We regret the bad publicity. Kevin Smith is still fat. Not good enough, SWAir.
Jen7
Explorer C
I am a "normal sized" person, and I find the seating to be quite cramped. My husband, who is a healthy but tall man, is quite uncomfortable flying. I've felt squeezed, not simply from sitting next to an overweight passenger, but even from sitting next to someone with broad shoulders. First class is not an option for us. ALL of your passengers would appreciate it if you built your planes so that people weren't stuffed in like sardines. It's time to rethink what "normal" and "comfort" is when it comes to your flights. I'm disappointed with SWA's handling of this situation and the ease in which many feel they can treat overweight people as second class citizens. It's time to go back to the drawing board when it comes to your planes and your policies.
Anonymous1173
Explorer C
It's a shame that Mr. Smith was booted so late into flight preparations and not before he boarded, but I respect Southwest's rules. It's important for OTHER passengers to have a comfortable flight and not have obese individuals spilling into other people's seats.
Anonymous3915
Explorer C
It was a nice attempt at an apology but I don't think this was handled correctly by your airline.
Janna_D
Explorer C
The problem is not with SW policy. Rather it's the arbitrary enforcement and profiling by SW employees. Other than this so call arm rest test (which Kevin passed), no concrete reason was giving for him being removed from the plane. So you refund his airfare and SW posts two PR ready pathetic apologies which reminds everyone about this 25 year old policy but backhandedly put the blame back on Kevin Smith. What kind of consumer confidence does that give to current and Future SW customers who don't have a worldwide audience to broadcast to when your company goes beyond enforcing your policy by using public humiliation? While SW is a discount airline pricewise, does that also mean that your have discounted service too? Yes, you reached out to him and think all is well with your poor excuse of apologies, but your handling of this situation just cost you my business. I'm sure SW will feel better about one less "person of size" to cram the seat of the plane.
Janna_D
Explorer C
The problem is not with SW policy. Rather it's the arbitrary enforcement and profiling by SW employees. Other than this so call arm rest test (which Kevin passed), no concrete reason was giving for him being removed from the plane. So you refund his airfare and SW posts two PR ready pathetic apologies which reminds everyone about this 25 year old policy but backhandedly put the blame back on Kevin Smith. What kind of consumer confidence does that give to current and Future SW customers who don't have a worldwide audience to broadcast to when your company goes beyond enforcing your policy by using public humiliation? While SW is a discount airline pricewise, does that also mean that your have discounted service too? Yes, you reached out to him and think all is well with your poor excuse of apologies, but your handling of this situation just cost you my business. I'm sure SW will feel better about one less "person of size" to cram the seat of the plane.
Beth8
Explorer C
I'm horrified about the handling of Mr. Smith on your airline. I would still like to understand what the actual reason was for ejecting Mr. Smith. Nothing in you rambling blog gets at that very clear question. Not only will I never fly Southwest again because of their poor treatment of others but I will actively encourage my friends, family and my business associates to NEVER fly Southwest. If there is a weight issue, it would be nice if there is a standard we are all unaware of Southwest. Shame on your own so called not "sharp handling". How about being kind or thoughtful rather than just "sharp"?
Ben7
Explorer C
What really makes me upset is that if Kevin Smith wasn't famous, Southwest wouldn't give two craps about this issue. I fit in the seats just fine, but this is garbage.
Kathleen__frequ
Explorer C
You have an unbelievable opportunity here. Tell the truth that someone lied to Kevin about why they were ejecting him. Tell us why. Was it because in that moment that the ejecting employee made the call, that they were afraid that Kevin would be angry about the real reason? Real reason possibly being bad scheduling or WHATEVER. Just tell us why. Everyone makes bad calls. Then tell us the truth about how afterwards other SWA employees covered it up to protect the employee and to protect the airline's reputation. Here is the opportunity -- Your reputation will become the airline that can tell the truth that yes, like the rest of the world, they sometimes make mistakes, and yes they protect their employees, and yes they will actually tell the truth about what happens if ever there is a problem, at the very least after everyone has taken a breath.
Brian_K1
Explorer C
What a load of crap. All he wanted was the truth...that your employees dropped the ball and booted him EVEN THOUGH HE COULD FIT IN ONE SEAT NO PROBLEM!!!!! He just wanted you to admit that he isn't TOO FAT TO FLY!!! I'm not even fat and it is despicable how your STILL handling this even when everyone is telling you how bad you have been doing from the beginning! Just fix the blog!!!!
Anonymous3858
Explorer C
Out of all the comments I've read, I did not see ONE person say anything about people who may be overweight for reasons out of their control. I know "fat" people who are fat due to sports injuries or those caused by accidents, or just people who are big in general. My grandfather is a "big" guy. When I say big, I mean he's 6 foot 3 and is just overall a beefy guy. He's not "fat" by any means- he's just proportionally bigger than average, and I had no problem squeezed next to him on an international flight. Long rant short- it's not *right* to charge someone for two seats just because they are unfortunate. If they eat too much, well there's no way for you to know and it's none of your business. Do you have a body-odor policy, perfume policy, or passengers with allergies policy? Probably not. Overweight people have a "problem" they can't hide like others with other problems may have. It's not fair to single them out more than they already are.
Chris21
Explorer C
I have watched your show Airline! and that alone was enough to keep me from flying SWA due to the way that your staff treated people on there, I know it was trying to show what you had to deal with but it just showed how poorly you dealt with people. Now, with your disgusting treatment of Mr. Smith and the female passenger that he flew with on the second flight, I for one will stay FAR away from your company. The policy that you keep throwing around as being in effect for 25 years is just that... an old policy that needs to be updated. The demographic that you service for low cost airfare are the same demographic that fast food and soda companies target, they are going to be the larger group. Well.. it doesn't matter anyways because you have lost my business for sure.
Wired
Explorer C
Unless you can admit your mistake SW, I will never fly your airline again, Even if he was Too Fat To Fly, (Which he clearly isn't) who was in the wrong by letting him on the flight in the first place? Seriously a lapse in judgment, and now you're being immature about it, trying to keep your slanderous story. enjoy your drop in customers, because Smith has a big following.
Anonymous26
Explorer C
"The Captain did not single Kevin out to be removed" But in your previous blog you (southewest) said that it was the pilot that that asked for Kevin to be removed from the flight. Now you say it wasn't the pilot??? Get your facts straight. He passed your armrest test and could buckle his seat belt. Just admit you messed up and should have never booted him.
Stop_lying__Sou
Explorer C
http://silentbobspeaks.com/?p=393 proves the Southwest Lie spree continues. If it wasn't about size, stop the bs and admit you were wrong, you dirtbags.
Jesse2
Explorer C
Maybe SW could have special fat planes, with extra-fat seats. You know, for their own comfort and safety. Sounds like an untapped market to me. Of course, you'd need an awesome corporate marketing speak name for it - "Comfort Plus Class" or something.
Anonymous4081
Explorer C
Like it or not, large people need to travel too. All of this "Thank you Southwest / fat people shouldn't be allowed to fly" attitude shows how ignorant and hateful some of you "nomal" people are. I only hope YOU are never treated this bad based on your looks, insecurities, or something you cannot control. Kevin was NOT "spilling over into someone else's space." THAT'S THE WHOLE FRICKIN POINT OF THIS CONTROVERSY!! He was ejected despite passing the size test, being able to buckle in and lower the arm rests, defined by Southwest's terms of service. It absolutely amazes me how quickly the "normal" sized people show their unjustified hatred of other human beings without even understanding what the scenario is about. I am a large person. But I walk or cycle everywhere I go. I guarantee I get more exercise than any of you skinnies posting here tonigh. I probably I eat better than you, too. So don't even start with the whole "Why don't you go to a gym / stop eating so much" attitude. You have no idea what it's like in our shoes. Most large people are that way because of genetics and biology; it's not an issue of simply walking into a gym and an hour later walking out in perfect shape, like some of you normies make it seem. You people are ignorant and uneducated. I have never read such blind hatred as I have here tonight. Southwest take note: your loyal customers are fast becoming a liability for you on this issue. I have cancelled my Southwest tickets on an upcoming trip. I am not too large to fit in my seat without infringing on *your* precious space, but I REFUSE to walk onto a plane to be judged and taunted by such hurtful people as have posted here and by empoyees that are allowed to "size up" someone by eye and kick them off on a whim. Southwest cares about traveler comfort and enjoyment... Unless that person is overweight. Then they can be humiliated, pulled aside, teased, and ejected, even if they meet the size criteria. But God forbid a thin person face the unholy punishment of having to be a member of society and *gasp* sit next to someone! Fat people have feelings too. And deserve the same respect and courtesy of any human being, regarless of size.
Anonymous_Cowar1
Explorer C
I don't get it. Was he booted because his ticket was standby and there was a seating problem that required somebody to get off the plane, or because he was too fat to fly?
Anonymous977
Explorer C
As someone who sometimes flies SW, I'd have to say that your handling of this is atrocious. Rather than admit that you were completely wrong (if he doesn't need a seatbelt extender and the armrests can do down, he is clearly fine under the terms of your policy), you offer a half-assed apology and still imply that you were at least partially right in this. Until you admit that you were completely wrong here, I too will be boycotting your airline.
Stephanie12
Explorer C
Linda, I am sorry you had to deal with this issue, and I think you guys handled it the best you can with a crazy person cursing at you over twitter and other personal media outlets (what a lovely power to hold, right?). I, like others here, appreciate your policy. Not only is it about comfort, but also safety and I am so grateful that some of the "corporate giants" everyone here is complaining about actually care. I'd like to make one comment from the poster who said "If you treat a celebrity with such indignity, what can the rest of us expect from you?". Seriously? This person reads celeb mags too much if he/she thinks that we shouldn't expect the most from you. In fact, I wish more people would put these ridiculous "celebs" in their place. Come off your high horses people. We all have to fly, and SWA takes care of ALL it's people - no matter who you are or how famous. I choose SWA when I can; not only do you not charge for bags, but your flight attendants took care of me when I was sick on your plane, you held a plane when we would have normally missed our connection, AND I interned there in 2006 and know personally about the LUV you share for one another and for your Customers. Job well done, guys, and even if this does cause some threatened boycotts, you'll still be the only airline not going bankrupt. You're obviously doing SOMETHING right.
JD3
Explorer C
I'm a frequent flier (~1000 flights in the last 5 years). I'm an averaged sized passenger (6ft 200lbs). People on here have literally lost their minds. Most of the people who are uncomfortable with sitting next to a fat person would never in a million years want to hurt someone so savagely as to kick them off a plane for being overweight. That is what you're doing. SW wouldn't have this policy if their customers didn't demand it. While this sounds really lame it is true. Fat people are our brothers, sisters, mothers, fathers, sons and daughters. Someone in your family is fat. Now take that person and presume they need to get to a funeral. They never fly. You are going to call them out for being fat in the worst moment of their lives?!?!?! For being fat. Really. You can't just look the other way? You can't grapple with someones' flab for an hour because you paid for your seat? Many of the frequent flier's posting on here don't pay for their own flight anyway. Their company does. Get a grip and quit acting like you have the moral high ground. Most people given the choice would not be so fat that they can't fly. A little big of flab touching you for about 55 minutes will not kill you. I don't care how much you paid for your seat. Forget about encouraging fatness, or who paid for what seat. Fat people are your family too. Quit acting like you're going to die by sitting next to a fat person. You are small brained, compassion less jerks. Southwest is only responding to public demand. Public quit being such jerks.
Anonymous4521
Explorer C
Thank you SWA for keeping my seat... MY SEAT. Also, I notice that Kevin Smith has decided to turn his comments off over on his blog... if they were on, I would tell him that I've sat next to larger people before, and I would never in a million years say anything in front of them about my discomfort. So, it is entirely possible that the people next to you were indeed uncomfortable, but wouldn't say it to your face. I'm glad that SWA looks for the signs that people are crowded out of their space.
Anonymous3294
Explorer C
I am a "normal"-sized person who fits into a coach-class seat just fine, and I'm still pretty insulted by your treatment of Mr. Smith, and of the fellow female passenger he mentions in the complete version of his story. Why no mention of her in the above? Smith has seemed quite passionate in his belief that her treatment was perhaps even more egregious than his, and yet you do not address it at all. I agree that the employees involved should be terminated - and yet we know they won't be - because that's the strongest signal you can send that customer service should be about servicing the customer and not humiliating him or her. The employees involved had many chances to treat both Smith and the female passenger with the utmost dignity, and yet several people took the lowest road possible. And that should be a wake-up call to all of us, regardless of our size, about your quality of service. The consumer's dollar is worth much more than it used to be, if only because each of us is much more discriminating about our purchases at the moment, and the quality of customer service clearly should be chief among deciding factors. I not only travel quite frequently myself, but I arrange travel for others, and trust me when I say none of that will be happening on Southwest anytime in the future.
Anonymous3252
Explorer C
Goodness, more corporate BS word parsing, not to mention a discriminatory policy all in the name of $$. This is why I fly Virgin and encourage everyone i know to do so.
Mel1
Explorer C
This could be used as an prime example of a half-assed, insincere apology. Way lame, Lina. Chalk up another family who won't fly Southwest.
Anonymous1076
Explorer C
Southwest, please do not apologize for doing your best to ensure the safety and comfort of all of your passengers. Normal sized people do not feel comfortable or safe when a fat person next to them is infringing on their space. I applaud your airline for respecting the rights of normal sized people and not falling for the "discrimination" line of fat people who do not take responsibility for themselves. Maybe you should make all the fat people sit next to others with very bad body odor so they can have the same discomfort and intrusion during their flight.
pointless
Explorer C
This is a sad excuse for a non-apology. As I expected and have experienced with Southwest, your people on the phone say one thing then, in public or practice, you do something else. No big deal. Southwest can obviously afford to write off a lot of customers. I have say, I think it's crazy but I have to respect the sheer bravado in that you're sticking to your guns that you can treat a customer unfairly, even humiliatingly and still get away with it. I guess if it works then why not? You've lost me and family as customers. I wonder how many more will feel the same way? One thing is for sure, I can afford to wait it out and see, can Southwest?
XinaRuth
Explorer C
Read what really happened here. http://silentbobspeaks.com/?p=393 Not cool, Southwest.
Mike_Green
Explorer C
I'm with you on this SW. I think you have been apology enough. I don't want to end up sitting next to a large person for over a hour of flight. I saw Kevin's picture, there is no way he can fit in the seat comfortably. There were some mis-communications, but Kevin took this too far. I flight with other airlines and trust me, they aren't as friendly as SW. I'm behind you 100%, SW.
Anonymous2115
Explorer C
This wins the award for worst apology ever, you guys still are not admitting that you were wrong. His armrests were down and he could buckle up. You guys suck, I will not be flying southwest again either.
Good_Will_Hunti
Explorer C
I have been a long-time fan of Southwest Air, but am also a fan of Kevin Smith. It would be a huge step in the right direceion if you all just told the man that your employee screwed-up. You don't need top fire anyone, don't put them on 'final written warning' just stand up for your customer - as well as your employee and say it was a mistake. He's made it quite clear he isn't looking for a payday...just an apology. How hard is that??? It's common knowledge that its harder to gain a new customer than keep an existing one...do the right thing and RE-gain a customer. It's real easy...just say "sorry".
TK_Tiffin
Explorer C
Southwest, you all need to pull your heads out of your proverbial butts. The ONLY way to save face in this incident is to admit, publicly that Mr. Smith passes your litmus test for being removed from a plane due to size. It's a very simple fix. Put him back on a plane with a camera crew. If he fits, APOLOGIZE and admit that it was a case of inconsistent application of policy. If not, he'll be the one with egg on his face. HOW BAD is that really, to make a mistake? We're all human, we all make mistakes, but when we try to cover them up, that's when it PISSES people off. I WOULD LOVE IT if this policy were enforced EVERY SINGLE time in a consistent, fair way...it's a GREAT POLICY, but apparently, you all don't get it...it's the WAY that you're dealing with this that is at issue, not the policy itself...it NEVER WAS. Seriously, how ignorant are you folks...this is something a 5th grader could navigate their way through? GROW UP SWA!
Good_Will_Hunti
Explorer C
I have been a long-time fan of Southwest Air, but am also a fan of Kevin Smith. It would be a huge step in the right direceion if you all just told the man that your employee screwed-up. You don't need top fire anyone, don't put them on 'final written warning' just stand up for your customer - as well as your employee and say it was a mistake. He's made it quite clear he isn't looking for a payday...just an apology. How hard is that??? It's common knowledge that its harder to gain a new customer than keep an existing one...do the right thing and RE-gain a customer. It's real easy...just say "sorry".
Anonymous621
Explorer C
I appreciate Southwest enforcing this rule. If you take up more than one seat, pay for more than one. It's not fair for an overweight person to expect part of my seat. Plus, couldn't this guy being a movie director afford another seat? Sadly, many people aren't in his financial situation.
Janelle1
Explorer C
If your "customer of size" policy is truly about the comfort of other passengers, then why is it that someone can put their seat fully back for the duration of the flight and keep it there, infringing on my safety and comfort? The last (and only, after that experience) time I flew on SoutWest, that is exactly what happened--the three people in the row in front of me did exactly that. None of the people in my row could get up or put our trays down at all. I would rather sit next to an overweight person than have someone's head in my face for four hours straight. Shouldn't the person who does that also have to pay for two seats--his or hers and the one directly behind them? But no, it is easier to target the overweight than the rude.
Not_impressed
Explorer C
If this is your idea of a proper apology, I don't think Southwest will be getting any of my business. Tactlessness from beginning to end.
Anonymous2397
Explorer C
You keep hiding behind the policy and refuse to tackle the issue! I wish that the sheeple that keep defending this airline would actually hear both sides of the story: http://www.smodcast.com/ Kevin fit into his seat by all the standards that SWA has in their policy. The SWA employees were in the wrong. Just say it. I won't be flying Southwest again.
Littleroo27
Explorer C
"Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft." <---- the problem is that he did NOT fail your "armrests down" rule. If SWA would just admit this - that Mr. Smith was NOT "too fat to fly" you'd have a lot of former clientele who would return to "current" clientele. No one wants to be humiliated, but it has to be worse when you aren't even what everyone is saying you are. I spent all morning reading comments on CNN from complete jerks talking about how fatties should just lose weight and how Mr. Smith is just being a whiny rich guy. No one bothered to report that he WAS NOT "Too Fat to Fly" and that Southwest was actually IN ERROR. Please, just make it right.
Missi
Explorer C
I find it laughable that most of you lamenting Kevin for his weight can't spell your way out of a paper bag. So I offer this challenge, I'm tired of sitting next to idiots on Southwest flights, let's make these people pass a 4th grade grammar test to fly. How about that? If you aren't perfect stfu. Wow. He was in the freaking seat, the seat belt was buckled, I'm sorry that some of you have had to sit next to someone who takes up half of your seat *bullshit*. If you were truly sitting next to someone who was taking up half of your seat you are a moron for allowing it to happen. The 2 women had plenty of room, his belt was buckled and the arm rests could go down. Sounds like he fit the criteria to me. It's not a fat thing, it's a right vs. wrong thing. If you can't see that you all need some help....or a helmet...just sayin...
Anonymous2022
Explorer C
Linda Rutherford - say it with me - we made an arbitrary decision that was inconsistent with our stated policy on customers of size and we don't know our ass from a hole in the ground about how to handle a PR disaster. We realize we lost a lot of business and we're paying a heavy price for some idiot employees. People of size understand why the policy is there - it's the random, arbitrary, hit and miss victimization of passengers contrary to the stated policy that caused this mess and you just don't seem to be able to get out of your own way in addressing it. Pathetic.
BooAnonymous
Explorer C
Based on the comments I've read here all I really gather is that perhaps airlines should start instituting a "no fatties" policy all together since over weight people are so reviled and as one person put it "subhuman" The fact that obesity is treated as some kind of choice to be disgusting and an inconvenience to others is appalling. Every person that has commented on this site has their demons, some just suffer from a lack of anything even coming close to normal human compassion while most other will likely have some kind of addiction or another. Smoking, Alchocolism, and narcotic addictions are somehow acceptable comepaired to having a food addiction, which I can guarantee you is much harder. As a former smoker and someone who has realized I could stand to lose at least 30 lbs I can tell you I would much rather quite smoking all over again than deal with the changes in my eating habits I am making now. The irritability I feel now far outweighs that of nicotine withdrawl and all I have done is cut out my usual daily snacking and switched to a non red meat diet. Keep in mind that people with food addictions still need to eat, smokers, drinkers and drug users can, no matter how hard it may be, can put down the source of their troubles and avoid them, forever. Ultimately Southwest and all other companies need to start thinking about how they treat customers, having a policy in place to buy 2 seats won't cover you when you are sued for publicly embarrasing numerous individuals. I'm sure papers on the class action lawsuite are being drafted as we speak.
Anonymous2030
Explorer C
I had a similar experience 2 yrs ago on Southwest oddly (or maybe NOT so odd) it was also on a flight departing from Oakland. I had flown regularly on Southwest Airline and have flown with them approx 25 times in 2 yrs the two years since then. I regularly received a number of member flight awards and achieved A list status. In all of this travel this was THE ONLY TIME that I was ever made to purchase an extra seat. I was traveling w/co-workers & was completely embarrassed in front of them and also had to suddenly fork out personal cash so I wouldn't loose my job. Of course I am not famous and did not have a twitter back then so there were no apologies or $100 voucher offers made by Southwest. For those of you who are jumping on the "we hate you fat people" bandwagon, I do fit comfortably, have no problem buckling the seat belt without an extender, and the seat armrests go down all the way, by the way. The young kid at the counter was 5'0" and about 125 lbs., in case you were wondering. From his perspective I would imagine that yes, I am a "person of size", just like from my perspective he was a "person of no size", with a bad attitude, who was incredibly rude and took great pleasure in wielding what little authority he has to control the world. I understand those folks who don't want to take a flight and be uncomfortable or have their space infringed upon. If this was a common occurrence, if it happened regularly, then I would say that this Southwest employees judgment was sound, but that is the ONLY time that this has happened I would say that the guidelines allow too much subjective opinion. If only they had similar discriminatory policies for people who snore too loudly, kids who are loud and won't sit still, people who cant seem to figure out where to store luggage that is too large, and ridiculous men trying to recapture their youth by spending the entire flight trying to hit on the young female sitting on the other side and your trapped in between listening to horrible pick up lines. This is the only truly negative experience I have ever had with Southwest both prior to and since... but with the incidents that have come to light since Mr. Smith first began tweeting it definitely seems like something that needs to be reviewed and addressed. Of course now that I have tweeted this I suppose Southwest will use my email to flag my rewards account and begin to head me off at the front desk from now on each time that I fly, in order to make enforcement of their policies much more consistent.
KateAnne
Explorer C
Your half-hearted attempt at an apology, and your consistent misrepresentation of the facts have lost you this customer for life. I was a big fan of your airline until today. For all of the people who have been complaining about fat people - let's be realistic, airlines are not built for normal human beings. I read this between flights (on Continental btw) today, and was seated next to a man with slightly broad shoulders. He was not by any means overweight, excessively large, or even particularly wide - just a little broader than normal. I spent the entire flight getting poked and having this guy spill into my seat. Why is no one up in arms and demanding these people buy larger seats?
Lacy_S
Explorer C
"...after a quick judgment call that he might have needed more than one seat for his comfort and those seated next to him. " But it sounds like he met the requirements that the important 25 year-old policy states, from what I've read on both sides of this scandal. I personally would hate to become the victim of a "quick judgment call" by someone who then tries to blame it on someone else (the pilot). I won't be flying Southwest and I'll make sure my family and friends know why.
jeffindallas
Explorer C
I am 6'5", 300 pounds. Because of my height, I wear my weight similarly to Mr. Smith. And it's not easy to get in and out of seats designed for 5'8", 165 pound maximums. Yes, I can help my weight, but I can't help my height. I lost 75 pounds 5 years ago and, guess what? It didn't help my height then either and even though I used less of the seat belt, riding on a plane in coach is about the most uncomfortable position. As Kevin mentioned a hundred times, if you can fit in a seat with both armrests down and not even an extended belt is needed, then that person FITS into your seat. The fact that you keep pointing to a policy that didn't apply in this case at all proves that you aren't interested in resolving this in any other way than to appear blameless in a situation where you are 100% to blame. The problem is in your policy. Your policy is based on the absurd notion that most people fall into your height and weight requirements. If you truly cared about serving customers, you would have some rows to accommodate larger and/or taller riders. Not everyone is the same, so your options should not assume everyone is. Sure, that means you can charge differently as well, but instead of a restrictive policy, why not go the opposite route and have an accommodating OPTION.