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Southwest Airlines Community

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
James_H__San_Di
Explorer C
Wow Some of the peoples hatred of overweight people is just astounding. If you were to replace the words "customers of size" with "black" i would feel like i was back in the days of lynch mobs (BTW I am an Overweight man of color who does still comfortably fits in a Southwest Airline seat with both arm rest down). Every person siding with southwest on this issue is stating how they don't like it when they have to sit next to a "fatty" thats all fine and dandy but NOT the issue here. And who the hell are you anyways? most of you dont even pay for your flights so you don't "own" squat. You make all you comments here anonymously that's why your so bold in your obvious disdain towards another human. First 1) according to THEIR rules taken from THEIR site ...What is the definitive gauge for a Customer of size? The armrest is the DEFINITIVE GAUGE for a Customer of size. It serves as the boundary between seats and measures 17 inches in width. He clearly stated that both armrest would go down AND he could buckle his safety belt. Second 2) The reason he purchased two seats was not because he was TFTF ( Too Fat To Fly) but because he would rather sit alone . Lastly 3) There were others on this flight who were larger than Mr. Smith. Why werent they singled out? They did not purchase the extra seat next to them. You say that SWA is doing a great job and should not pander to celebs. But he not speaking for celebs. He's trying to defend himself. SWA just happened to upset someone with a little bit of clout. If this would've happened to me i would have no ground to stand on. Thank you Mr. Smith for speaking out. Not on behalf of me or even that woman on your flight back home, but just for standing up for yourself.
Anonymous3570
Explorer C
I have always loved flying on SW and have always found your attendants to be friendly and helpful in the past. This whole incident, however, is very shocking to me and making me reconsider using you in the future. The no fees for bags thing, genius. But why would I pick you over other carriers when I or one of my travel mates just have to buy an extra seat, shelling out the money they thought they were saving, and then possibly be humiliated by the attendants or other seatmates just before we take off? Every customer deserves dignity. I fly several times a year and have since I was a baby; I have sat next to people of all sizes, abilities, ages, races, and yes levels of respect for their fellow seat mates. Being thin does not equate to being a desirable seatmate; trust me, I know. (I say all this as a very tall woman who can buckle her seat and put the arm rests down, thanks. But if the person puts their seat back in front of me, my knees cry the whole flight. But guess what? I am just getting from point A to point B; I put up with being treated like cattle for the convenience of flying. But maybe it's not a convenience any more, knowing people will be treated this way?) The people falling all over the "safety" issue to excuse their bigotry of fat people, please stop. You sound ridiculous. A lot of overweight people are actually very strong; I have a good friend who weighs over 300 lbs, but she works on a farm and is lifting hay bales equal to her weight all day. She is very agile; when we go hiking it's like watching a mountain goat skip up the hills. In an emergency, she would not only be able to get the plane doors open no prob but also CARRY people to safety if need be. Trust me, you WANT her on your flight and in your row if crap goes down. Stop judging people based on size. If you kicked Smith off because he was on standby and you needed the seat, fine. But to single him out after he boarded and claim it was because he was too fat, and then not publicly retract this after the fact? Shame on you, SW.
James_H__San_Di
Explorer C
Wow Some of the peoples hatred of overweight people is just astounding. If you were to replace the words "customers of size" with "black" i would feel like i was back in the days of lynch mobs (BTW I am an Overweight man of color who does still comfortably fit in a Southwest Airline seat with both arm rest down). Every person siding with southwest on this issue is stating how they don't like it when they have to sit next to a "fatty" that's all fine and dandy but NOT the issue here. And who the hell are you anyways? most of you don't even pay for your flights so you don't "own" squat. You make all you comments here anonymously that's why your so bold in your obvious disdain towards another human. First 1) according to THEIR rules taken from THEIR site ...What is the definitive gauge for a Customer of size? The armrest is the DEFINITIVE GAUGE for a Customer of size. It serves as the boundary between seats and measures 17 inches in width. He clearly stated that both armrest would go down AND he could buckle his safety belt. Second 2) The reason he purchased two seats was not because he was TFTF ( Too Fat To Fly) but because he would rather sit alone . Lastly 3) There were others on this flight who were larger than Mr. Smith. Why werent they singled out? They did not purchase the extra seat next to them. You say that SWA is doing a great job and should not pander to celebs. But he not speaking for celebs. He's trying to defend himself. SWA just happened to upset someone with a little bit of clout. If this would've happened to me i would have no ground to stand on. Thank you Mr. Smith for speaking out. Not on behalf of me or even that woman on your flight back home, but just for standing up for yourself.
Anonymous4035
Explorer C
Southwest is not telling the whole story here. What appears to have happened is a couple vindictive employees singled Kevin Smith out for harassment for whatever reason. And now SWA will not admit that he fits in one seat as per the rules. Southwest, this is disingenuous of you. Admit that you were completely wrong and he doesn't require two seats to fly.
Frank_Kemp
Explorer C
Why is it so hard for one company to admit that they were wrong for how they went about this and just say, sorry, you are not to fat to fly kevin smith? Is if fear of being sued by someone who has publicly admitted he will not sue and will sign documents stating this much? what happened to the customer is always right?
Anonymous778
Explorer C
Southwest is not telling the whole story here. What appears to have happened is a couple vindictive employees singled Kevin Smith out for harassment for whatever reason. And now SWA will not admit that he fits in one seat as per the rules. Southwest, this is disingenuous of you. Admit that you were completely wrong and he doesn't require two seats to fly.
Sara_Em
Explorer C
Southwest's treatment of Kevin Smith has only demonstrated our society's stigmas and prejudices regarding those who are overweight. I wonder how often you guys have done this to other overweight customers. Sure, you apologized, good for you, but the damage is already done. I imagine that you are going to lose quite a few customers from this little debacle of yours. You, and many of the people who have commented here complaining about overweight people need to grow up and learn some tolerance. Your attitudes are immature. Anyway, instead of your staff harassing fat people, shouldn't you be watching for terrorists? I'm more uncomfortable with a terrorist being on my flight than a fat person any day of the week.
Anonymous2617
Explorer C
Useless Linda, totally useless. You outright LIED to Kevin Smith - why do you guys still think you can get away with this? its utterly bollocks. I think you should get Smith BACK on the same aircraft, with some TV crews in tow and let him PROVE he can sit in there. Or are you all too scared to do that? You lose all credibility if you dont.
Loyal_SWA_Custo
Explorer C
I applaud SWA for adhering to their policy of ensuring every Customer, regardless of size, is not only comfortable during their flight, but ultimately arrives safely to their destination. Everyone seems to have an opinion about how it could've been handled better, but were you there to witness how it was handled, most likely not. So, before you judge SWA for doing their job, make sure you speak to all the facts of the situation, not just listen to Kevin's ranting every opportunity he gets. He admitted he always purchases two tickets because HE knows HE will need them. End of story!!!!!!!!!!
Anonymous1759
Explorer C
You guys only open your mouthes to change feet don't you? Bye bye Southwest! The pocket will feel this one!
Anonymous2082
Explorer C
Truly a sad comment and not an apology. A sad day for Southwest. Whay can't you state exactly why he was pulled off the plane? The reasons cited do not sound true at all.
Anonymous1899
Explorer C
Truly a sad comment and not an apology. A sad day for Southwest. Whay can't you state exactly why he was pulled off the plane? The reasons cited do not sound true at all.
PaulC
Explorer C
I am disappointed in your lack of clarification as to whether you considered Mr. Smith to be "too fat to fly". If a customer can fit in a seat, without a seatbelt extender, and comfortably between the armrests, can that customer still be considered too large based on a "quick judgement call"? Someone needs to own up to situations like this and listen to your paying customer base reasonably at that moment, not after the fact. I love your policy of not charging for bags, and the low rates that you offer. I am impressed by your commitment to ontime departures, but if you need to take 2 minutes to have the Captain or Co-Captain make an assessment as to someone is truly a threat to safety based on their size, then I am willing to wait. Clearly your other employees are not consistently practicing the enforcement of this outdated and vague rule in a manner befitting your airline. Revise the rule to give more clarity, admit that Mr. Smith is not and should not be considered a safety threat due to his size, and then I will be truly impressed with your company. This is coming from a 6' 4" tall person who consistently gets his knees smashed on your airline due to the "optimization of space" that has reduced the size of your seats multiple times since your Customer of Size policy went into effect 25 years ago.
Anonymous3976
Explorer C
Finally, someone who speaks like a professional.
Anonymous3677
Explorer C
If, in fact, the problem is all those "fatties," who are putting everyone onboard in harm's way in case an emergency occurs, than by that logic no one who is obese ought to be allowed to fly, right? In the first post, SWA alludes to the fact that the policy is there in great part to protect the safety of other passengers. Well, how is selling a large person two seats safer? Their girth is still on the plane? Look, this was a situation that was terribly mishandled. This isn't about making fat people wrong for being fat--a disdainful attitude that was reflected by many of those who commented on this very weakly worded apologetic blog. The fact is that our society is getting larger and we do have to make changes to accommodate our collective expanding girth and to help find solutions for the increase in obesity, as one community. So taking the stand that employees at their own discretion can quickly choose to take somebody off of the plane is ridiculous. It's just TERRIBLE customer service. If Kevin Smith bought two seats and was trying to catch an earlier flight on standby, SWA needed to have assessed the situation while he was still at the gate before he boarded. But to make him wrong because he's fat and rudely force him to deplane (the flight attendant wouldn't even give her last name), is absurd. Then not apologizing for it in public but telling Kevin Smith that the airline management knows a mistake was made is even worse. All the lying and spinning is backfiring on SWA. Unfortunately, flying in general has become a power play experience for those working in the industry. The TSA agents, there to protect us, can be exceedingly rude and airline gate and flight attendants who signed on for a job that is nearly all about customer service have become increasingly drunk with their power to ridicule, disrespect, and (apparently) deplane customer willy nilly. When will all this nonsense stop? Ah, I long for the old days when customer service and relations were all about, well, the customer.
Anonymous3677
Explorer C
If, in fact, the problem is all those "fatties," who are putting everyone onboard in harm's way in case an emergency occurs, than by that logic no one who is obese ought to be allowed to fly, right? In the first post, SWA alludes to the fact that the policy is there in great part to protect the safety of other passengers. Well, how is selling a large person two seats safer? Their girth is still on the plane? Look, this was a situation that was terribly mishandled. This isn't about making fat people wrong for being fat--a disdainful attitude that was reflected by many of those who commented on this very weakly worded apologetic blog. The fact is that our society is getting larger and we do have to make changes to accommodate our collective expanding girth and to help find solutions for the increase in obesity, as one community. So taking the stand that employees at their own discretion can quickly choose to take somebody off of the plane is ridiculous. It's just TERRIBLE customer service. If Kevin Smith bought two seats and was trying to catch an earlier flight on standby, SWA needed to have assessed the situation while he was still at the gate before he boarded. But to make him wrong because he's fat and rudely force him to deplane (the flight attendant wouldn't even give her last name), is absurd. Then not apologizing for it in public but telling Kevin Smith that the airline management knows a mistake was made is even worse. All the lying and spinning is backfiring on SWA. Unfortunately, flying in general has become a power play experience for those working in the industry. The TSA agents, there to protect us, can be exceedingly rude and airline gate and flight attendants who signed on for a job that is nearly all about customer service have become increasingly drunk with their power to ridicule, disrespect, and (apparently) deplane customer willy nilly. When will all this nonsense stop? Ah, I long for the old days when customer service and relations were all about, well, the customer.
ElmoClyde
Explorer C
The best way to solve problems like this is to quit flying. It really is easy to do. Video-conferencing technology is mature enough now to make traveling to in-person meetings unnecessary and if you're traveling for pleasure there are many alternatives. As long as the people who spend money (us) put up with cr*p treatment and service from companies such as SWA they will continue to trat us like cr*p and provide poor service.
Luving_Southwes
Explorer C
There are not too many people out there who take joy in knowing someone was embarrassed, it doesn’t matter who it was or how they chose to handle their side of the situation. I wasn’t there, I am quite sure most of you weren’t there either. What I do know is Southwest Airlines is a great company! I will continue to fly Southwest to all cities they service. Has every single flight been perfect? Probably not. There have been many times, and I do mean many times they have exceeded any expectations I have had with their upbeat, humorous and caring service. I don’t expect every company to be perfect on every occasion but I don’t know of another company that gets as close to perfect as Southwest. I have seen many people “saying” they will no longer travel on Southwest, I would like to say….. I will no longer go see, rent or buy any of Kevin Smith’s movies, ones he directed or acts in! His behavior through all of this is appalling. Keep up the good work Southwest, my whole family will still be flying with you !!!!
Ed_Handy
Explorer C
The uncertainty about enforcement of this policy, and other incidents like those of Kyla Ebbert, are why I stick with legacy carriers.
Mike_Hill
Explorer C
A very half assed apology if ever I heard one! Mr Smith is not so fat that he can't get the arm rests down, indeed I'd say his body type is pretty average in America right now. Your employees made a mistake, they humiliated a guy and realised far too late that this guy had a platform to air his issues and now you try and blame the guy for his size when, lets be honest, he's just not that big. You are losing customers guys, and you'll keep losing em until you treat people more like customers and less like cattle.
1_less_customer
Explorer C
Apparently your airline can't, or won't, seat people of ALL types comfortably and safely. Good to know.
Thomas_Marquez
Explorer C
For all you people that read this blog and form an opinion from one side of the oppositon maybe you should read the other. He actually did fit into the seat. http://www.silentbobspeaks.com When do we consider someone "Too Fat to Fly?" 200 pounds, 250, 300? Or is it a matter of width? Maybe we should consider the fact that most of the U.S. is overweight so should we discriminate the majority? Have some common sense.
Anonymous4245
Explorer C
First off, if you've followed Kevin Smith at all you realize he's tried to combat his weight. He even has gone to a doctor, & gone on an all liquid diet. SOMETIMES a person's weight isn't just about eating, and activity. Sometimes it's genetics to blame. It's not like they WANT to be fat. It's not like most of them haven't tried to wrangle their weight in. Sometimes they have just as much control over their weight as little people do their height. Sometimes nature can be cruel, but we don't have to be. Did you know in Canada if a person needs a second seat they GIVE it to them for free? And it seems to me that Canadian airlines haven't gone broke because of it yet: http://www.consumertraveler.com/today/what-were-reading-canada-says-large-passengers-get-extra-free-seat-passenger-wins-overbilling-fight-baggage-theft-claim-time-limits/ Singling out one person because they are not like everyone else is discrimination. So the people who are applauding SWA, are applauding discrimination in the name of comfort. It's not like sitting next to a chubby person is going to cause you physical harm. No one ever died from sitting next to a fat person. This kind of discrimination only creates issues like eating disorders, and unsafe diet practices from which people die such as this: http://www.telegraph.co.uk/news/newstopics/howaboutthat/7195990/Hong-Kong-dieters-warned-over-swallowing-parasitic-worms.html It may be a private business. But all businesses that act in a discriminatory manner can be sued in federal or state court. Which is why SWA is worried that Kevin will sue. They are lucky that he doesn't need or want their money. Furthermore, I doubt you will be getting his money in the future. Nor will you get mine, at least three of my friends, and apparently a few people here. This was a bad move on SWA's part. With a recession going on you should be happy to accommodate a paying customer. I hope all other airlines take note, and learn from SWA's mistakes.
Anonymous4245
Explorer C
First off, if you've followed Kevin Smith at all you realize he's tried to combat his weight. He even has gone to a doctor, & gone on an all liquid diet. SOMETIMES a person's weight isn't just about eating, and activity. Sometimes it's genetics to blame. It's not like they WANT to be fat. It's not like most of them haven't tried to wrangle their weight in. Sometimes they have just as much control over their weight as little people do their height. Sometimes nature can be cruel, but we don't have to be. Did you know in Canada if a person needs a second seat they GIVE it to them for free? And it seems to me that Canadian airlines haven't gone broke because of it yet: http://www.consumertraveler.com/today/what-were-reading-canada-says-large-passengers-get-extra-free-seat-passenger-wins-overbilling-fight-baggage-theft-claim-time-limits/ Singling out one person because they are not like everyone else is discrimination. So the people who are applauding SWA, are applauding discrimination in the name of comfort. It's not like sitting next to a chubby person is going to cause you physical harm. No one ever died from sitting next to a fat person. This kind of discrimination only creates issues like eating disorders, and unsafe diet practices from which people die such as this: http://www.telegraph.co.uk/news/newstopics/howaboutthat/7195990/Hong-Kong-dieters-warned-over-swallowing-parasitic-worms.html It may be a private business. But all businesses that act in a discriminatory manner can be sued in federal or state court. Which is why SWA is worried that Kevin will sue. They are lucky that he doesn't need or want their money. Furthermore, I doubt you will be getting his money in the future. Nor will you get mine, at least three of my friends, and apparently a few people here. This was a bad move on SWA's part. With a recession going on you should be happy to accommodate a paying customer. I hope all other airlines take note, and learn from SWA's mistakes.
Anonymous4431
Explorer C
The average airplane seats measure 17.2 to 18 inches across (43.68 to 45.72 cm). This means anyone with more than a 36 inch (91.44 cm) hip measurement is likely to feel a little squeezed upon sitting down. There are some exceptions. Midwest Express, for instance has a 21-inch (53.34 cm) seat width. First class and sometimes business or executive class flights may offer wider seats. "Southwest's seats measure 17 1/4 inches across." http://www.usatoday.com/travel/news/2002/2002-06-20-southwest-money-cover.htm
Anonymous5511
Explorer C
"If he doesn't need a seatbelt extender and the armrests can do down, he is clearly fine under the terms of your policy," Looking at his recent photos, including the photos from MacWorld a week or so back, he looks like he's too big to fit into a coach seat. You need to take into account that arms of fat people don't hang the same way the arms of thinner people do: They stick out at a 30 degree angle from vertical. "Arm rests" in airplanes are not meant to be take literally. You're not supposed to actually rest your arms on them the whole trip. In many planes they contain the entertainment system controls. But fat people do in fact use them as arm rests--on both sides.
Nikki
Explorer C
I was completely unaware of Southwest's "customer of size" policy. I too am "fat, but not THAT fat." I too do not need a seatbelt extender YET. I keep the arm rests up if it's not a full flight and the seat next to me's empty. Thank goodness nobody's pulled me off to the size to have this talk with me. And now that I know about their policy, I can avoid this humiliation by not flying with them. I always hated their open seating thing anyway.
Cillian
Explorer C
It seems ridiculous that you would kick Kevin Smith off your flight. While, as Kevin admits, he is a big guy he is nowhere near the size where he requires two seats. Then, you're employees make a bad judgement call, which in itself is ok, we all make mistakes, but the fact that you haven't really backed down from that decision is the bad thing. That and you seem to have managed to apologize without saying anything that takes responsibility and just reinforces the two seat policy when it didn't even apply to him in the first place.
Anonymous4607
Explorer C
I'll never fly Southwest ever again!!!
Anonymous350
Explorer C
I can't believe Southwest folded under pressure from this whiney B-list celebrity director. The guy is just plain fat. No matter how baggy his clothes are, or what kinds of tricky photography he wants to use, I would not want his lard to spill over into my seat during a 3-hour flight. Go to Google Image search. You'll see that 90% of his photos are shot from the chest-up. The rest are of him in extremely baggy clothes. He has got to be pushing 300lbs at least. I don't care if the armrest can be lowered, his flab and thunder thighs would still be intruding into my personal space that I paid for. In an emergency evacuation, I would not want him to be my seat neighbor and block me from escaping the burning cabin. Southwest, your current policies regarding overweight passengers make sense and are just. Please realize that the majority of your customers support your efforts into making overweight passengers purchase two seats. Rest assured that we will continue to give you business.
Flay
Explorer C
Folks might like to read Kevin Smith's rebuttal: http://silentbobspeaks.com/?p=393
supportive
Explorer C
I must say that as a flier on Southwest I've had to rub thighs with strangers and it makes me feel a bit uncomfortable, but we're all trying to get "somewhere". Flying in compact situations calls for co-operation and tolerance. What's interesting re: Mr Smith is he said he usually buys two seats, not because he needs them but because he wants to be more comfortable. His statement, to me, justifies he's needing two seats. He wants to be comfortable, but he doesn't mind infringing on others. He need to adjust his attitude and not blame the airlines for his inability to think ahead and purchase two seats at the regular fare.
Anonymous1337
Explorer C
in regards to the first response: running a mile in under 15 minutes? seriously? i can WALK a mile in 15 minutes.
Nicole5
Explorer C
Southwest should change their slogan to: "Fly with us if you're a skinny little twig." All this talk about safety, what about the fact that SW packs people into their planes like sardines? How is that safe? The average size of people is getting larger, your company needs to adjust. I'm not that tall or big, but your seats are very uncomfortable. The only person in my family that fit comfortably into the seat was my 10-year-old daughter. That is complete b.s. If SW weren't such a bunch of money grubbers they'd realize that people will pay a little more for comfort. I primarily fly Midwest Airlines. There's a reason they've been voted Best Care in the Air year after year; they think about their customers instead of just their wallets. SW is a horrible company, I don't care if I don't have to pay for my suitcase if you treat your customers this way. I'd rather pay more to be treated like a human being. I hope this angers enough people to drive you out of business.
Jojo11
Explorer C
Hey this is a great time for a competing airline to come in an advertise, "Unlike some airlines, we don't discriminate!"
Jojo11
Explorer C
Hey this is a great time for a competing airline to come in an advertise, "Unlike some airlines, we don't discriminate!"
Nina
Explorer C
Hey Southwest, could you please stop your employees/IT people from posting fake praise in your blog? Its pretty damn obvious.
Nina
Explorer C
Hey Southwest, could you please stop your employees/IT people from posting fake praise in your blog? Its pretty damn obvious.
Anonymous2259
Explorer C
"-What is the definitive gauge for a Customer of size? The armrest is the definitive gauge for a Customer of size. It serves as the boundary between seats and measures 17 inches in width. Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seating should proactively book the number of seats needed prior to travel." -Customer of Size Q&A Southwest Airlines Travel Policies http://www.southwest.com/travel_center/cos_qa.html Your policy clearly states that if the armrests go down, your safe to fly with 1 seat. Why then would you ask someone to leave the plane both before and after they had proven that they can sit comfortably with both armrests?
Anonymous1721
Explorer C
THANK YOU FOR KICKING HIM OFF THAT FLIGHT. I haven't flown SWA in awhile, but I will now. Yes, yes and again, yes, He is too fat too fly. No amount of baggy clothing is going to obscure that fact. The sooner he and other obese people realize this the quicker they will return to health. Why should I (or anyone) pay for a plane ticket and share our seat with the fat person sitting next to us? The issue here is an obese minor celebrity who was embarrassed because his minor celebrity status was not acknowledged. He bought two tickets because he knew his obesity would inconvenience his fellow passengers, yet he gets on an earlier flight without checking to make sure he could have his two seats. Why are we hunting for ways to obscure the consequences of over eating and sitting on our a___s_es instead of talking about the fat elephant in the room. We are too damn fat. We are lazy, self indulgent, and impulsive. We eat too much food. We consume too many calories. And as a result we are fat. that's the problem, not some nefarious plot by SWA. Instead of tweeting is peevish whining, he should spend more time walking, swimming and cooking healthful meals.
Nanook
Explorer C
"That's fine if you have ur policy regarding overweight passengers.........BUT, this should be addressed WHEN the customer checks in!! NOT when the customer is already on the plane! This is the main reason that I will not fly with Southwest Airlines.." True. I'll also never fly Southwest again.
Craig_Ranapia
Explorer C
Ms. Rutherford: I'm planning to spend six months in the United States next year, and wish to thank you and a good proportion of the posters here for making one aspect of my trip much easier. This "larger" person will not be travelling with Southwest. This situation didn't need to be "handled better", it should have been handled right first time by an airline that grasps that it is in a highly competitive, service-based industry. And if I want to be condescended to and insulted, I have family, friends and co-workers who will not only do it for free, but be a lot more graceful about it.
Keith111
Explorer C
Shame on you Southwest and shame on you Linda. Completely insincere apology that uses double speak to say 'but we were kinda right anyway'. Weak.
Anonymous749
Explorer C
My hat is off to SWA. It is unreasonable to expect people to be made uncomfortable and unsafe by an obese passenger. And yes, Kevin Smith is a lot larger than he is willing to admit to himself. My only regret in this incident is that the company apologized. There is nothing to apologize for. How many times have I received an apology from an airline when they allowed a neighboring passenger to raise the arm rest and take up half of my seat? Never.
Peter10
Explorer C
It's really, really sad you come up with a post like this after a lot of pressure with bad publicity. It totally feels half-hearted. It's even sadder that this post isn't saying everything you told Kevin on the phone. Keep up the lies and the awful service (if you can call it service). I'll never fly SouthWest ever again.
Anonymous236
Explorer C
Your apology is hollow. In the last paragraph you discuss "passengers who need two seats" - however, based on your own rules (passengers must be able to buckle their seatbelts and put down their armrests), Kevin Smith did not need two seats. Southwest needs to admit that they broke their own stated rules.
Anonymous2359
Explorer C
Great to hear that you guys still won't admit that you made a mistake. Really makes me happy that corporate america still takes the cover your a** route. no, really. okay, I kid. This doesn't make me happy. Are you going to start kicking people out because they are too tall next? when I fly there is no room for my thighs on your flights. with my butt fully against the seat, my knees are pressing so hard into the seat in front of me that they can't recline. Is that a safety issue? Or will I get ejected because I was the last on the plane?
Gargoyle
Explorer C
Southwest attendants aren't exactly the cream of the crop. Several years ago I flew LAX to arizona to ohio to connecticut. 1st leg was fine, 1/2 empty plane. AZ to OH was decidedly not. I'm a 'big person', and there were people on the plane who dwarfed me. And it was PACKED. Then I looked out the window as 20 min of luggage was loaded into the plane. Then another 15 min of boxes and carts that looked like mail service or something. Then we took off down the runway, and I swear to god, may he strike me dead if i'm lying, I felt the plane start to lift... then come back down... then start to lift... then come back down... then start to lift... then come down a little bit.... then strain a bit... and take off. The moment that plane took off, my window view went from tarmac to grass and trees in about half a second. The realization that we just about went screaming off a runway due to an overloaded plane caused me my first panic attack in my life once we hit cruising altitude. I was pale, shaking, dizzy, blood started pouring out of my nose. Now i'm a fairly 'strong person' but i was -- this close from asking them to have an ambulance waiting for me at ohio when we landed.... ....and you really know what pissed me off most about this? As the blood faucets open and start pouring out my nose, an attendant tossed me a couple napkins then moved back to the front of the plane, to mouth 'ewww' and 'that's gross' to a co-worker, while gesturing at me. So I guess what i'm saying is this. 1: Brush up on your customer service, because it can seem to be a disservice at times. 2: You wouldn't need to concern yourself with the weights of your customers if you didn't contract out to the postal service (or ups or fedex or whomever owned those boxes that were definitely NOT traveller luggage I saw being loaded) and full up your planes with that and free bags. After that experience? I don't just not fly southwest, I don't fly anymore, PERIOD.
WholeRowOfSeats
Explorer C
Spread the LUV, not the LARD....
anonymous_Bible
Explorer C
There are some if not a lot of us out here who have NEVER flown Southwest Airlines but if living and breathing could NOT escape knowing who the company is and what they stand for. I've met many a Southwest flight as a limousine chauffeur and continued the transportation needs of the customer, who is King. Let me slightly re-phrase that: In today's economy it isn't the customer who is King; it is the almighty dollar that commands respect & attention. My comments re: Southwest are limited as I can't speak from personal experience. But I have seen the paper napkin placed @ Love Field on display with the story about how Herb Kelleher & others dreamed up this 'mouse-trap' money maker. And I would like to add a good one at that ! Not bad for a business model ! I only suppose that it is much better to air grievances or complaints and/or contribute commendations and compliments in an open-forum such as this as opposed to suing over every little trivial issue and winding up in court with a jury to decide just who made the right decision 'To give the Boot or Not to give the Boot'. IMHO (computer speak for In My Humble Opinion), it is a moot point anyway as I firmly believe the world is going to end in 2011, more precisely the Rapture will occur on May 21, A.D. 2011 followed by exactly 5 months of hell on Earth and the annihilation of the entire Universe by Jehovah God on October 21, A.D. 2011. See WWW.WECANKNOW.COM