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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
M_Rex
Explorer C
Charging heavy/wide customers more? Everyone seems to agree with that. Charging narrow/light customers less? I don't see that happening. The parallel I'm seeing is that insurance companies get rid of the expensive sick customers. Handling these people should be considered a cost of doing business and the cost distributed among the fares for everyone. I know that's not very PC these days, but it is the way most successful businesses establish policies that ensure success, like "satisfation guaranteed", and "impeccable customer service". Who pays when they spill their coffee in a cafe? No one! It's wiped up with a smile and a new cup plunked down with a smile! That's the Southwest Airlines I've flown for years. You guys have a great plan that ensures happy customers, don't let the bean counters mess it up.
Anonymous2656
Explorer C
Right on!! Southwest, thanks for standing up for us non-obese people. I hate... hate sitting next to a fat slob that stinks and mouth breathes. These people should get a freaking life and lose to weight... I mean damn. They are the ones that are sucking up all the hospital and health care resources, as well as all the KFC. Instead of flying... try walking fatties.
M_Rex
Explorer C
Charging heavy/wide customers more? Everyone seems to agree with that. Charging narrow/light customers less? I don't see that happening. The parallel I'm seeing is that insurance companies get rid of the expensive sick customers. Handling these people should be considered a cost of doing business and the cost distributed among the fares for everyone. I know that's not very PC these days, but it is the way most successful businesses establish policies that ensure success, like "satisfation guaranteed", and "impeccable customer service". Who pays when they spill their coffee in a cafe? No one! It's wiped up with a smile and a new cup plunked down with a smile! That's the Southwest Airlines I've flown for years. You guys have a great plan that ensures happy customers, don't let the bean counters mess it up.
Robert_Wilczyns
Explorer C
I want to commend Southwest in sticking to their "oversized person" seating policy regarding Kevin Smith recently. I fly fairly often and find it very uncomfortable and unfair when an "oversized" person sits next to me in a single seat. I pay for my tickets and expect to have the full width of my seat....and not have someone's fat hanging over into my space. I am dissapointed that Southwest apologized and refunded his ticket price... probably just because he's a celibrity. If he could afford all this publicity, I'm sure he can affrod to abide by the policies and purchase two seats. Keven Smith......although I never hearad of you, I'll pass on your next production.
Julian
Explorer C
People, come on! It is uncomfortable enough to be in a steel capsule for hours sitting in a tiny chair. It is not my fault that someone made a life decision to be overweight. Why do I have to be uncomfortable because of other peoples choices? And for those who say that SW lost them as customers, give me a break, you would settle for any cheap fare, no matter what. Stop being hippocrates. FYI - The "two seat" policy in airlines applies to all carriers, not only Southwest. Its not only a safety hazard but also for respect of the others. This is not discrimination; its respect.
Anonymous1236
Explorer C
Flew Southwest today and it was still packed 100% full, to include several large folks. The only mistake southwest made was to allow someone that big to board on the Standby list when they should have known only middle seats were left and this would be a problem. Solve the problem before the individual gets on a plane and you save us all a whole lot of pain and embarrasement. No business is ever going to be able to please 100% of the people out there. If you don't like a company, don't do business with them, that's what makes this country great. Want to boycott Southwest, go right ahead, that's your right. I can promise you Southwest will not even know you're gone.
Peter9
Explorer C
Southwest handled it wrong with Kevin Smith, they handled it wrong with the women on the second flight (still no apology for her), and they have handled it wrong in BOTH of there blog posts. Wow, for a company that tries to portray yourself as the "friendly" airline you blew it. Maybe you should just give all of your passengers a whistle to blow if they see a fat person on board and the fat police come running in to drag them away in shame... I am not a fat person, and I too want to be comfortable when I fly, but when the airlines cram seats in like this that is almost impossible. At least treat people like people, with compassion and understanding. We are supposed to be living in a society.
Anonymous615
Explorer C
Good on SW for turfing the fat bastard. Kevin, eat a salad.
Emma_p
Explorer C
People that are overweight deserve to not have to be publicly humiliated by SWA. I won't use this airline again. It's really sad to read all the vitriolic comments from thin people. Why is it ok to hate fat people and say such mean things about them?
A_Captain
Explorer C
Thank you Ms Rutherford for defending the airline's policy, and admitting it's difficult to implement with consistency. He bought two seats, and decided to go standby on one seat. It was a tight fit, and the employees made a decision. SWA has always backed their employees, and should continue to do so in this event. BTW, no one ever apologizes publicly to the small person who has had their space they've paid for intruded upon by someone of size. Only the Twittering publicity hound gets an apology. SWA, stick to your roots, and support your employees, who are generally the best in the business.
Anonymous612
Explorer C
I love swa, I totally agree with the over- weight policy, its about time obese people started to pay extra for their extra weight - I have been a victim to the overflow of an obese passenger, not fun. If you can't fit in one seat then maybe you should run to your destination, kevin smith jenny craig is looking for a male spokesman
Anonymous3698
Explorer C
Southwest = Cattle car ... Mooo, Moooo
Anonymous2656
Explorer C
Hey good job Southwest! I think we should expand this policy. Along with the too fat removal... please also add too black... and too white. Albinos... they scare me...
Anonymous3394
Explorer C
For every person on this blog who commented and said they are done flying Southwest, I am going to tell a friend about the next sale coming up, or the great experiences I have had flying Southwest.
SKenNY_MINI
Explorer C
I must side with Southwest on this one, simply for the fact that I am a Twitter "regular" and Kevin Smith's attacks on SWA's character have been childish and, in my humble opinion, a ploy for attention. Silent Bob seriously needs to be shushed for that potty mouth he tweets with. I cannot begin to say how horrifying it is for ALL parties involved in situations like this-- no one wants to share a seat they paid for with a complete stranger, which is why there are guidelines in place. Southwest apologized in multiple mediums for the glitch in communications. To Kevin Smith and his COPY/PASTE followers, I say "Now seating: Bitter, Party of One (and a half)." To Southwest- Thank you for YEARS of fun, friendly service! See you next week!
Matthew
Explorer C
I'm not going to come on and preach about how your policies should be changed- they're your policies, and if you want to segregate a large section of American society with an inane policy, essentially placing a Fat Tax on the overweight, that's fine. We knew what we were doing when we were shoveling cake into our faces and looked at a treadmill the same way the first caveman must have looked at fire; but we're also well aware of the other airlines that do not have such strict, overbearing policies places against the Chronically Hefty, and I will be absolutely sure to keep that in mind the next time I decide to Fly the Apparently Unfriendly Skies. I do, however, take issue with the fact that, aside from labeling the situation as 'poorly handled', you have also neglected to mention the apparent ineptitude and blatant disregard for company policy your employees showed to a paying customer. Disregard the fact that he's a well-publicized director, he was a paying customer who WAS able to buckle his seatbelt and lower both armrests, which are the necessary requirements of your own policy, and he was still given the shove. And while there may be conflicting reports of the situation, who am i more likely to believe; the man who openly admits to being fat, and has nothing to gain from the situation other than perhaps a vague sense of justice or retribution, or the company who decisively gave the boot to a man with a platform, and now stands to come under fire in a hefty PR fiasco? He has much less to lose by telling the truth as your company does. I will not be flying Southwest Airlines for the foreseeable future, should i be able to choose as much, and i sincerely urge the rest of the Plus-Pounded and Proud to do the same.
Anonymous715
Explorer C
This is example of corporate bull shit apology to save face & future customer.
Kelly__race_12_
Explorer C
Any company who states a policy has been a policy for a specified length of time as their defense for their actions, ought to look at their motives. Is it to actually examine whether or not what they did was right or wrong, or simply defend regardless?? Any company at any time can make ANYTHING a policy, that doesn't make that policy right. It actually doesn't even make the policy moral, ethical, or legal for that matter. If your best defense it to say "we stand by that 25-year-old policy" that's fairly weak! You are neither giving a direct justification for the employees actions in this circumstance, nor are you explaining why the policy is applicable to this instance. So, you fail to defend your employees altogether. They chose him because he was the obvious target, and no else would object. I have been on the end of "objecting" to a SW Airline policy, and "it is our policy" is the only line anyone ever gives. Never a better reason. So it seems that making up strange policies so employees can misbehave and then you have a way to get out of it, well, standard practice maybe??????
Anonymous1272
Explorer C
I hope the larger * fat * people do boycott.....because the travel would be so much more pleasant for the rest of us.
Anonymous3578
Explorer C
I am flying Southwest from Texas to California next week and expect this policy to be enforced on my flight. Kudos to your company and your staff for enforcing this rule for the safety and comfort of us all. Shame on Kevin Smith for expecting consumers to subsidize his unhealthy lifestyle.
Greyhounds_in_t
Explorer C
Talk about a half hearted apology. Typical consumer company though, can't admit their wrong to save face. Do I think their should be a weight requirement in our society today? Yes. Do I think they should weight until the person is on the plane and seated, surrounded by other customers before they are approached "Hey fatty, their has been some complaints. You need to leave. But don't worry, you wont need to pay for your luggage because we care about our customers here at SWA?" (which is how I imagine it went). No, I think a lot of people agree that if you foresee it being a problem or you believe that they will not fit your TWENTY FIVE year old weight limit *(why did I state the amount of years, I'm not sure why it's important but SWA sure is pounding it into stone that it's been there for 25 years so DON'T forget because THAT is what matters) then you need to let that person know at the gates, or have something on your website that accommodates their heavier customers. Back to Kevin Smith, if he doesn't break the weight requirements then just say it. You'd be better off that way, and I agree with other posters when it comes to non-celebrity fliers. When they get kicked off a plane, how much do you respect them? Have they gotten reimbursed their money because of you're poor management and incompetency when handling customer service? As for the anonymous poster who stated that he used to be portly like Mr. Smith. Good for you buddy. Last time I checked no one cared that you've ran a marathon, this whole thing is bigger than you. And by the way glad you lost the weight because you wear the narcissism so much better. (PS I hope you are picking up on my sarcasm because I am laying it on pretty THICK).
Anonymous1728
Explorer C
Wow this is all about them making more money off people Kevin isnt fat he might be huskey but not fat! screw you south west grow some nuts and stop blameing others just because you cant run a airline
Anonymous1728
Explorer C
Wow this is all about them making more money off people Kevin isnt fat he might be huskey but not fat! screw you south west grow some nuts and stop blameing others just because you cant run a airline
Chris_P
Explorer C
I for one am very glad that southwest has imposed and hopefully continues to impose this boarding rule. I'm tired of the over weight population playing the victim, and even more I'm tired of the celebs using their celeb to attack a company for upholding a policy that they disagree with. No doubt this will not be the end of this issue. I hear the support groups or coalition for the fatties are planning to boycott southwest. I for one say THANK YOU! I'm so grateful to now know which airline I can fly with and not be harassed by that ungodly smell emanating from you, nor do I have to be squished by you sitting in the middle of the three seats. I also no longer have to go in search of a rope and carabiner to assist me while I climb over you each time I need to use the restroom. Maybe if you guys spent half the effort you have on this and tried to exercise and eat proper portions you could begin losing the weight you need to be able to fit into 1 seat. Poor Kevin... he got to endure like Rosa Parks...I call BS. Get over yourselves...eat some chocolate ice-cream and go back to bed or your chair so you can get that added rest you deserve. Again my HAT IS OFF to South West Keep up the good work. Your employees have a lot of tough stuff to deal with and I'm sure Kevin wasn't exactly pleasant. His movies don't exactly depict or display a depth of character I would associate with someone of rich or profound rational ability.
Dale10
Explorer C
Due to SWA handling of this issue, from the beginning, I will not fly SWA again. I feel bad that I supported your Keep Love Free campaign against AA. I live in the Dallas area as well. Your employees handled this very poorly. One more customer lost.
fat_chance
Explorer C
I'm plagiarizing the comment but it's only to perfectly echo the sentiment: "As an customer of Southwest and a 'larger' (fat) person, I can honestly say what little dignity I have left (once you factor in being a fat guy), is worth much more than $100 voucher, or buying two tickets out of fear of being booted. While this may be a 25 year old policy, clearly its enforcement is capricious and Southwests' attempt to downplay this to ensure that fat folks won't cause trouble in the future is such a CYA move that its just insulting. You've lost me as a customer, not because you've got rude employees but because of the 'It's not our fault it's his' PR attempt. Transparent and insulting." Count me in with this guy! w
Anonymous3154
Explorer C
Wow, is this supposed to be an apology?
Oath
Explorer C
People who think you staff enforced this policy correctly are wrong and I dont blame them because you SOUTHWEST have done nothing to tell them that he could lower the arm rest which is all you ask and the ladies seated next to him said everything was fine. Your people acted very poorly just admit it. All of your apologies are non apologies and are worth nothing. I will be avoiding your airline from here on out.
Anonymous1397
Explorer C
I am not a fan of how you are throwing your own people under the bus for abiding by the policy. This policy is shoddily enforced at best and if your attendants think that they are going to get admonished over a public forum every time they enforce a policy then it will be a free for all. I disagree that the employees are rude since Southwest appears at the top of all least customer complaint surveys, but Linda, you make it seem like you don't even trust your fellow co-workers. I am sorry Southwest had to stoop to Kevin's vile nature. If he normally buys two seats (for the luxury) he should not be surprised to be removed in this one instance. I know for one, I will not be watching any more of his movies after this diatribe. But I have also lost a little faith in Southwest for not standing behind it's policies.
Anonymous2389
Explorer C
Thank you SW. I am tired of paying for my seat and having someone else overflow into my paid area. Whether it be an overlarge person or a child on their parent's seat ( so they will not have to pay for an extra fare).
Anonymous1454
Explorer C
Proof he's larger than he said he is: http://twitpic.com/13janm/full Mr. Smith is clearly larger than the 17in width of the seats when he sits down. He's not being truthful when he states he fits or that he's "not there yet." Your discomfort caused by not following the rules is equal to the discomfort we have to live with when we fly with you. Except, more often than not you're allowed to fly so scandals like these don't happen... Great, now they'll be extra cautious not to hurt your feelings next time you decide you're in denile and CAN fit into one chair... meanwhile, we'll have to put up with it and our feelings will be hurt instead.
Anonymous1681
Explorer C
http://www.smodcast.com/ the real story
Peter6
Explorer C
After watching the Television series Airline, which is all about SW and available on netflix streaming, it shows a pretty clear indication of the problem with SW. Some of the customer service people are fantastic in how they deal with issues like this: drunks, children, unruly customers and the obese. They are kind and gracious ( check out the supervisor who deals with the Alzheimer's man who has soiled himself) in dealing with embarrassing situations. However, not all of them are kind and there is an obvious need for sensitivity training with many of them- especially those not in a supervisory position. It also shows the incredible arbitrary decisions that are made depending on who you talk to and that occurs in different cities- problems with one city's agents okaying something and then during a lay over, the second city does not okay it- problems with someone letting this drunk on a flight and then someone else not. Or boarding a group of drunk cute girls because they "appear" to be not that obnoxious and then deciding the guy with them might be okay and board him but 5 minutes later pull him because he might vomit later. Allowing a gospel group to sing loud songs at the encouragement of the crew inflight may not be appreciated by the whole flight. This is the crux of the issue. SW needs to seriously get everyone on the same page and make sure everyone knows it and follow set policy. Obviously there are exceptions that should be made,but drunk is drunk and if you are worried about someone vomiting inflight, the cute girl can vomit just as much as the guy. Someone's overwhelming perfume is just as bad as someone's body odor. There needs to be more consistency here and it needs to happen now.
West_Texas
Explorer C
Saying it's a "safety issue" is a cop-out, because if that's the case, then people with infants/small children, bulky carry-ons/electronics, and/or physical disabilities are also "safety issues." Saying it's an issue of "intrusion of personal space" is also a cop-out - others have mentioned perfumes, body odor, coughs/sneezes/nasal snurfling, etc. I sat next to a woman whose personal odor (not really BO, my guess is that she just ate a lot of garlicky food) was so overpowering I was on the verge of vomiting the entire time. Likewise screaming kicking children and, yes, chatty seatmates. These are also "intrusions." Saying it's an issue of expeditious boarding is yet a third cop-out - how does removing a passenger who's already seated, belted, and waiting for takeoff speed things up? Pick a story - ideally the true one - and then stick with it. With apologies for length: I am overweight, and about 6' tall. My teenage son is 6'4", and skinny as a rail. Both of us technically fit into Southwest's seats, but neither of us are comfortable. (I never fly on my own, so I always use him as a "buffer" just in case I accidentally brush the person next to me - I'm antisocial too, so it also helps avoid unwanted chit-chat.) Yet it's not just us who have problems with the seating space allocated: A friend of mine, about 5'2" and 100 pounds, developed a blood clot in her leg after a lengthy flight where she was too cramped to move about freely (seated next to people similar to her in size). The problem is a real one, for EVERYONE affected by it (those of us who aren't 5'5", 120 lbs as well as those of you who are inconvenienced by our long legs or grossed out by our extra pounds) but the solution is going to be far more nuanced than "buy an extra seat, fatso." As one gentleman upthread mentioned, *buying* an extra seat doesn't necessarily mean you're going to be allowed (by airplane staff) to *use* it. Fuel costs make it an even more difficult minefield to navigate - redesigning the seats to allow more room for everyone means fewer ticket sales per flight, which means ticket prices have to go up for everyone if SWA wants to stay solvent. It's not pretty, or easy. However, the "25 year old policy" is arbitrary at best - witness all the tales of loyal Southwest customers who claim to have had people "spilling over" into their seats yet still praise the "consistency" of the policy!! - and IS NOT WORKING. It's not working for people of size, it's not working for skinny people, it's not working for fat-phobic people, and it's CERTAINLY not working for SWA's PR situation. SWA was a leader in the field for low-cost, no-frills, straightforward air travel - pull it together, guys, start thinking out of the box and become a leader in the field or being sensitive to your customers' needs AND their dignity - ALL of your customers. A good way to start would be by retracting this "I'm sorry you decided to get your feelings hurt" excuse for an apology and then #1 tell the truth and #2 stand by it. If the problem was about completing the boarding quickly, remove the remarks about two seats (and explain how removing an already-boarded passenger speeded things up). If the problem was that Smith was too large to fit in the seat according to your policy, remove the remarks about boarding issues (and either explain how he didn't fit in the seat despite meeting your criteria, or come right out and say that he's lying). If you're telling the truth on your side and believe that what you did was right and was done for the right reasons, you don't need to mealy-mouth it - pick an explanation, stick with it, make a REAL apology or don't make any apology at all, and then start brainstorming on how to avoid this sort of thing in the future. The issue is the CONSISTENCY of your policy - figure a way to make it consistent and not arbitrary (always a pitfall), or else - ideally - come up with a better policy... and please, include people of varying sizes in your focus groups. My beanpole son is just as uncomfortable and embarrassed about inconveniencing others as I am - not that either of us will be flying Southwest until there's some kind of resolution and progress on this...
Anonymous4008
Explorer C
This letter is ridiculous! It has been Southwest policy (as stated in the letter) for 25 years that overweight people must pay for two seats. I have friends that have been forced to pay for two seats or not fly on Southwest Airlines. However, the article above begins, "..In my 18 years here at Southwest, I have never dealt with a situation like what has been unfolding in the last 48 hours." What!? This obese policy is a constant issue. The ONLY reason why this time is any different and it is such a "huge deal" is the fact of who it happened to - Kevin Smith. Any other customer that has complained about the same issue is snubbed. As a side note, to the person who commented saying that it costs more fuel to carry someone who is larger - that is not true. It requires the same amount of fuel regardless if everyone on board weighs 100 pounds or 300.
Anonymous2970
Explorer C
I agree that potentially overweight passengers should be screened before being embarrassed publicly. Who wants to sit next to that huge mass bulging over the seat? When I see these towering hulks coming down the aisle, I'm silently praying that they will pass on by. Why should I have to be uncomfortable just so that an obese person can fly? SW should find a policy (such as weight) and charge for an extra seat for those that exceed (by some percentage) the average passenger weight that the seat was designed for. Better yet, they should redesign their seats to accommodate the national change in average weight and stop pretending that we are back in 1950 when the average persons weight was much less. Southwest should consider all their passengers and not punish those who don't impose our physical volume on others (thin types) while accommodating the overweight with a little dignity if they want their business of either.
vmpare
Explorer C
The notion that a passenger has bought access to an entire seat, rather than passage on the plane, only holds up if it's enforced consistently. Fat people, tall people, reclining people, rude people, people that over pack, all encroach on this supposedly rented space. On a recent flight, a tall thin woman with a very large book elbowed me constantly from Boston to San Francisco, yet I don't see SWA standing up for my comfort in such a situation. The public shaming of fat people just seems like the easiest target, if SWA was that concerned with it's passengers comfort and safety, they could have installed larger seats in the last 25 years. There needs to be a clear objective policy or none at all, and I for one will avoid SWA until that happens.
Anonymous4236
Explorer C
As a loyal Southwest customer who recently requested a refund for 1/2 my flight as the gentleman next to me need his seat and 1/2 of mine, I have a few comments. Removing an obese passenger is challenging. Why don't you put up a "walk through" similar to the baggage bin (to see if your bag fits) in the gate area to address this issue prior to individuals boarding the flight. I don't disagree with removing a passenger who cannot safely fit in one seat or is using space purchased by other passengers, but it would be less of a challenge for the individual, your employees, and your other passengers to address it before the passenger gets on the jetway. I recently watched one of your Las Vegas employees address this situation with a passenger prior to departure, and I had to walk away to avoid telling the passenger he had serious issues. Your employee (a gate agent) approached the gentleman as he didn't fit in the seat in the gate area, and the seat was clearly larger than the airplane seat. He was rude an inflexible to the gate agent, and she did a great job of handling a challenging passenger and situation diplomatically. I found the situation easily resolved prior to boarding, and I think this was best for all parties involved. MY SUGGESTIONS: address it before boarding, don't change your safety/comfort policy, and press the FAA to address this issue for all passengers.
Anonymous1237
Explorer C
I know people who have been treated very rudely by SWA staff because they were minorities or because they were overweight - also from the Bay Area where I live. This is nothing new and I saw this coming a long time ago. SWA policies need to change regarding people who are overweight or minorities. And Until that does not change I will Boycott this airline and tell my workers and the general public to do the same. By the way, this letter that you wrote is trash and you know it. And if you don't see that then that's on you and I will never ever do any business with such people ever again.
Bron
Explorer C
Anyone ever notice that when airlines screw up they inevitably trot out the 'for the safety of the passengers' line? If he fit in the seat, he fit in the seat. Why is it so hard to admit that you screwed that part up too? You've can't come out of this well. You had a chance and you screwed that up. Unbelievable.
ChrisG
Explorer C
Although this would seem like it's "saving face" to some of the people commenting, I was in a situation with Southwest in which there was a miscommunication by a rude gate agent in Las Vegas who accused me of trying to scam the airline somehow when I was merely trying to rebook to a more sensible flight after missing a connection. I took the step of filing a complaint with Southwest, and they kindly investigated and apologized for the situation, saying it was a miscommunication. I also received a $100 voucher, which is a kind gesture on their behalf. We're all human, so we all make mistakes. Kevin Smith should do what everyone else does, and file a complaint with SWA, and not try to use his bully pulpit to get revenge.
Anonymous1237
Explorer C
Whoever wrote this letter is just a plain idiot. Period.
Anonymous3804
Explorer C
5'10" 160 lbs. Never flying with you again. Assholes.
Anonymous1744
Explorer C
Will Southwest be also considering what to do with people who are not fat but built like a football player to the point his shoulders are interfering with my seating? I was on a Southwest flight and this guy with football shoulders practically was hitting me in the head with them. What does Southwest policy state about that?
AD_Clark
Explorer C
Hah, this is why I fly United. Good job, Southwest. Your BS costumer service shines through greatly here. Issuing statements/lies that protect yourselves only work when the other person isn't so well known, and can't fight back with the truth. And to all those people that are insulting Kevin Smith... back off. The fact that he isn't seeking legal action over their horrifyingly embarrassing screw up (kicking him off the plane when he fit... and he's STILL willing to prove this) shows a lot more class than any of the lies these folks are trying to pass off as their excuses.
jeff-lipschultz
Explorer C
I hope Mr. Smith is able to find another airline that is suitable to his tastes. Not sure he'll be able to fly in First for free until he racks up quite a few elite-qualifying miles, though ... pretending to be oversized so as to be able to get a refund for a second seat used only works on an airline that gives such a refund when the plane isn't full, which is Southwest. And good luck with clandestine self-upgrades, the equivalent action on other carriers...flight attendants usually notice that.
Anonymous1875
Explorer C
Customer service for airlines has consistently gone downhill over the last few decades. I won't fly Southwest again. If Smith hadn't made a fuss, you never would have apologized or "examined" how you deal with situations like this (as if I really believe you're going to institute changes).
Kelly
Explorer C
I haven't flown Southwest in nearly 10 years, since I first realized it was a horrible company more than happy to judge its paying customers for everything from the size of their ass to the length of their skirt, so it's no surprise to hear they're just as hideous a company as ever. But it's nice to be able to renew my pledge to continue to never fly Southwest and have everyone around me easily understand why. Thanks Southwest for continuing to make it easy to choose another airline.
Anonymous4622
Explorer C
Why bring up the 2-seat policy in this context, and without mentioning that it's completely inapplicable in this case? Kevin Smith DID NOT need two seats. He fit in his seat with the buckle in and both armrests down. Neither of the women sitting next to him felt infringed upon (he specifically asked them; note that SW did not). This "apology" is very dishonest and misleading, and does not paint a flattering picture of your organization at all.
Anonymous2830
Explorer C
Just so the people at Southwest know. Kevin Smith has a HUGE fan following and just for kicking him off the plane for being too fat. You guys as a company look like major assholes and also have lost alot of costumers. I think all the fat people should boycott southwest Airlines