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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.

1,804 Comments
TheBigK
Not applicable
It is safe to assume that I am indeed fatter than Kevin Smith. Though I *can* put the arm rests down without discomfort, I do sometimes need the extension for the safety belt (Smith does not.) I have never been treated poorly by any airline (including Southwest) nor by any fellow passenger. However, had I been in Smith's place during this incident, I would have been mortified and more than likely hiring an attorney. I've been thinking about making a few trips later this year and now think I'd rather drive than give my hard-earned cash to such a corporation as I risk potential embarrassment and humiliation. The "25-year old policy" is utter nonsense and discriminatory. Even when I was a much thinner man in my younger years, I always felt like a sardine in these flying tin cans. The pure greed to maximize every inch is downright ridiculous and does not make for happy traveling. Comfort? What a joke! One begins to think that the reason "bags fly free" on Southwest is because fat people are expected to subsidize the luggage. How about a surcharge on people with colds? Whining, crying brats? Lapdogs? No frills flights seem to be common these days with all of the cost-cutting going on. Keep the peanuts and pretzels, they only make your passengers fat.
Anonymous3579
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WEAK, SWA. Very weak. All these idiots on this blog saying 'well done, I hate sitting next to fatties' need to hear the FULL STORY. Yes, there is a policy in place, and larger people may need 2 seats. BUT KEVIN SMITH DID NOT FALL INTO THAT CATEGORY. He sat in the seat, armrests down, NO seatbelt extender. He bought 2 seats initially BECAUSE HE CAN AFFORD A LITTLE EXTRA COMFORT. When told there was only 1 seat available, he was fine with it, and sat down in the seat with no problem. WHY CAN'T PEOPLE UNDERSTAND THIS?!?! I'm an 11st lightweight, but if I could afford 2 seats on cramped airplane, I'd pay for a little extra legroom and comfort! SWA need to pull their fingers out and APOLOGISE fully - stop going on about the 2-seat policy, as IT DOES NOT APPLY TO SMITH. He followed your rules, and you still ejected him. EXPLAIN YOURSELVES. I will NEVER fly SWA. By the way, idiots on this blog: WELL DONE FOR NOT GETTING BOTH SIDES OF THE STORY AND MAKING A SNAP JUDGEMENT. HOW TOLERANT OF YOU. Land of the free and home of the brave? ONLY COWARDS PRE-JUDGE PEOPLE. HONOUR YOUR COUNTRY, BE COMPASSIONATE.
Anonymous4513
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We have all seen video and photos of Kevin Smith, and I've seen guys twice his size kept on your airline....I've had to sit next to some of them myself. Southwest Airlines should be ashamed and issue a proper apology. I will also join the boycott and not fly southwest until a proper apology/retraction is made. We fly often and will be waiting to hear...
Anonymous256
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Southwest, stop pussyfooting around. You have now lost my respect as well as a frequent customer.
Tall_John
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This is a great story unfolding. Apologies if this is covered on pages 2-7 of the comments, but I don't want to forget what I want to say. To all of you who think that the only test SWA has for a "person of size" (fatty) is the arm-rest test I say HA! and OMG. All that test shows is that your hips and thighs are small enough (or can be squeezed enough) to fit in the 17 or so inches. I you carry most of your extra weight around your mid-section, your love-handles could still make the person in the next seat *VERY* uncomfortable. Same with the seat belt extender. "Fasten low across your lap by inserting the buckle in the clasp..." as the instructions go and you might not be able to see the buckle when it's time to get out if your belly fat hangs over it (sometimes known as dunlap's disease). Also, for those of you who keep mentioning that the ladies in the seats next to Kevin said that they were comfortable: where did you get this information. I listened to his entire smodcast and in it he admits that neither said that. According to Kevin, one said that it's only an hour flight and the other was very non-committal and had trouble understanding what he was asking. After several attempts he got her to say she wasn't squished (his word). My only problem with the outcome is that SWA even gave him anything, but I guess the squeaky wheel gets the grease. He flew home on the flight he booked, and that was all they really owed him. I do think that all (or at least most) airlines could benefit from making more space available to all passengers, possibly by changing the seating layout and putting in wider seats. This is true especially in the USA, but obesity is becoming a world-wide problem. I'm a tall man and I have (on some flights) the choice to buy a seat that has more leg room. It might be reasonable for the airlines to make some seating to accommodate fatties or anyone else who wants to pay for extra room. They could put two seats where there were three previously and charge 50% extra rather than have someone buy two seats. Just my two cents worth.
Pablo_Varando
Not applicable
The moral of the story is simple. If you are a big shot director you get an apologize and more.. If you are the rest of the population (like you and me) it's not that way. I have on multiple occasions had to go on a different flight due to over booking or whatever other reason; and trust me I have yet to get compensated or gotten an "apology" for the incident. Shows that SWA has respect for those that treathen the company; all others it's "deal with it". Though I will probably still fly SWA (Not like there is a better or worse airline; they pretty much are all the same) I still think it's funny that all this fuzz happenned over a single guy... give me a break; this is the norm. Fat or not. Pablo @ www.easycfm.com
Anonymous940
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EXCEPT KEVIN SMITH DIDN'T NEED TWO SEATS. KEVIN SMITH BOUGHT TWO SEATS BECAUSE HE COULD AFFORD IT. HELL, IF I COULD AFFORD IT I'D BUY TWO SEATS EVERY TIME I FLY JUST SO I WOULDN'T BE BOTHERED BY SOMEONE SITTING NEXT TO ME. KEVIN SMITH DIDN'T NEED TWO SEATS. KEVIN SMITH DIDN'T NEED TWO SEATS. KEVIN SMITH DIDN'T NEED TWO SEATS. KEVIN SMITH DIDN'T NEED TWO SEATS. KEVIN SMITH DIDN'T NEED TWO SEATS. WHY WON'T YOU ADMIT THIS ONE SIMPLE FACT.
AutismMom
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I will not fly Southwest again. Not because of Kevin Smith, though he makes me feel completely vindicated. Your employees, in their cattle car mentality, are rude - especially to those who are different. As a mother of an autistic child, I struggle enough to travel. Airlines like JetBlue, AirTran, and American will accommodate my child's needs. You won't. It is as simple as that. Nothing in how you handled Kevin Smith is news to me - it is exactly what expected of your company and culture. Rude and insensitive. Yeah, that's Southwest.
Rx4reality
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Airline service for paying customers is on a steady decline and this is just another example of profits over public relations. To humiliate a passenger like this is unconscionable. I'm glad it was someone as outspoken as Kevin Smith - another person might have simply accepted this abuse and suffered in silence. Shame on Southwest. You all did a deplorable job, representative of your industry as a whole.
Ian2
Not applicable
Air South West is my new favourite airline 🙂
RachelA
Not applicable
Make the seats bigger like the "old days"...!!! I am 5'2" and weigh 129 lbs, so I fit quite nicely, my husband is 5'8" and weighs 167 and is squished...I do not remember seats being this small 20 years ago...Southwest WAS a nice airline, but the seats do not fit 1/3 of the US population. I have a 6'3" brother that is an athelete and HE doesn't fit. Plus I have an obese friend, on Kidney Dialysis, severe Diabetes, who cannot lose weight because of extreme dietary and exercise restrictions and now he's afraid he'll get stranded like the couple in Las Vegas, who got to fly TO LV, but weren't allowed to get back on to fly home.
Kelly20
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I think your policy is a good one and is, in fact, quite generous in that if the second seat that you require people of size to buy isn't needed because the flight is not full that you will refund that money to them. What more could people want??? However, as someone who has flown next to an obese person who (technically) could get the armrest down but were nonetheless spilling out all over me, I think that the "armrest test" is not enough. Depending on the way their weight is distributed, some people of size can get the armrest down but still really encroach on other passengers. Also when they wedge the armrest down like that I fear that they would not be able to get out of the seat easily in an emergency. I guarantee you that this was the case when it happened to me. While this particular situation was not handled very well from a customer service perspective by your employees, I beg you to please please still require people of size to buy two seats. Besides the comfort of those around them it is truly a safety issue.
Anonymous407
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I used to work for an airline. There is also the matter of LOADING which means that the weight of passengers is calculated and cargo is distributed accordingly so ensure the stability of the aircraft in the air. This means that seats are calculated at average weights of a passenger. From memory, the average weight of a man is 85kg, and a woman is 65kg and so on. It is so crucial that even if a 20kg suitcase is removed along with a passenger (ie if they didn't turn up at the boarding gate) that the paperwork is reissued by the pit supervisor and given to the captain, and as such, cargo might be redistributed to maintain balance of the aircraft. This is aeronautical science, and a big part of why an aircraft stays in the air when in flight. If a person is very overweight, then the reason they might have to pay for two seats on certain type of aircraft might be because of loading - it is not only for the comfort of other passengers! People of any weight or size should be more aware of aircraft safety and start thinking about what goes on behind the scenes when flying. Remember you are in a metal tube thousands of feet in the air, where the smallest oversight on behalf of pit crew, cabin crew and ground crew could mean your death, and all those people work very hard to make sure that passenger safety is of the highest priority - but all passengers see is that they have been inconvenienced because a plane is delayed. Get over it people, and recognise the hard work that airline staff put in, often for very little money. Every day we would be yelled at, often screamed at, for circumstances beyond our control, because we complied with airline rules. And I'm sorry, I like Kevin Smith, but perhaps he needs to spend hours behind a customer service desk at an airport, and he'll get some perspective.
Dan18
Not applicable
...of course, in the name of safety, you will prohibit handicapped people from flying SouthWest in the future as well. I'm sure you can appreciate the safety risk involved with trying to avoid such obstacles as wheelchairs. I would also like to suggest a physical fitness test for all perspective fliers. As a person who IS physically fit, I fear having to wait behind the old and feeble during any unexpected emergencies...in the name of safety of course. Come on SouthWest, let's aim to be the safest airline!!!!!!!
Anonymous940
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Why are you continuing to LIE and keep saying that Kevin Smith HAD to buy two seats because of his weight? He DIDN'T. He DID because he could AFFORD IT. The only thing big here is the frakking DIFFERENCE.
Maggie6
Not applicable
Seems like the comments are pretty even between those who thank SW for enforcing this policy and those who don't think SW went far enough to make up for the indignity of ousting an oversized person. I do agree with many of the comments before me chastizing the airline for apologizing so publicly only because the offended person happened to be famous. Like the banks, though they depend on the patronage of theaverage joe for their livelihood, American airlines by and large have forgotten who butters their bread. That said, I fly SW every single week and if I had a penny for every oversized person who yes, managed to squeeze themselves into their seat but promptly overflowed over the armrest and into mine, I'd own the airline. I can't tell you how many times those flight attendants saw what was happening but, short of a loud complaint from me or another affected passenger, were too embarrassed or too afraid to ask the passenger to find a row of seats that would accomodate their body size, leaving me stuck with someone's arm or body part in half the seat that I paid for. When I try to politely mention something to the passenger, I get an angry comment or some sense of entitlement most of the time. I don't pass judgment on those who choose to eat themselves into oblivion or who may have metabolic problems affecting their size or weight that they can't help. But people, you KNOW if you are too large to fit into a particular space. You KNOW that your rear end won't fit into a 17 inch seat because it won't fit into a pair of jeans of like size. What right do you have to impose yourself on the traveling public or demand accomodation from a business for your lifestyle? Thinking selfishly, why would you want to put yourself through that discomfort? I realize that people have to get around but, you don't buy yourself a car that is too small for you to drive comfortably in, you don't demand that your friends buy a larger car to accomodate you as a passenger, why would you demand that an airline accomodate you? There was an anonymous post that discussed the indignity of feeling fat. I sympathize with that as some people really can't help it; too many of us can. Southwest, you did a good job and I hope that you continue to enforce this policy. From my experience, it isn't enforced enough.
Mark_H1
Not applicable
It is amazing how many "normal" sized people are concerned about climbing over a "fat" person in an emergency. I am more than capable of moving out of my seat quickly and strong enough to throw the "normal" sized person who is texting during the flight out of my way. Safety? Sorry, but that sounds like you are using the airline's excuse. How quickly can the person that was brought on to the plane in a wheelchair get out of your way? Most of you do not pay attention or follow the safety rules anyway. You are out of your seats when you are not supposed to be, you text and use cell modems durign the flight and you don't watch your kids. You "normal" sized people need to be careful what you ask for. If enough "fat" people stop flying Southwest, they will be forced to raise prices or cut some flights to keep the planes full. I understand that they are in business to make money. 25 years ago a 17' seat might've made sense. I'm not sure if it still does today. Be careful Soutwest, rules and policies should be reviewed periodically to see if they still apply.
Anonymous3836
Not applicable
Apologize for the guy being too fat to sit in a seat? Makes sense I suppose, considering how many people are overweight now-a-days
Hannah
Not applicable
I've only been on 4 flights in my whole life so I don't really have experience of it. But seriously if Kevin was made to feel like he was kicked of being he's fat is that not size-ist?! I looked at be coming a airline hostess when I was at upper school looking at careers and although I can reach the overhead compartments on the planes that I travelled on because I am about 5 inches too short I can't apply for even a ground staff job (this might just be a UK thing but either way thats size-ist as well isnt it?
Bringback_Thede
Not applicable
I think LUV needs to bring back their peanut sized fares! At least bring back $19 DTW-MDW fares! And a $59 DTW-LAS would be ubercool especially if there was at least a few nonstops per week. Always luvved LUV, but the price point out of DTW and the few nonstops make it prohibitive.
Anonymous3555
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Yes airlines have made seats smaller so they can make the isle way larger for the fat phucks to fit in the isle . Way to go SW. the only mistake they made was letting him on the plane they should have a row of seats at the check in desk for a test fit before going down the ramp . People need to grow up ,its o.k. that a fat person is fat just don`t call attention to it yet fat people can call someone skinny and thats o.k.,skinny people can be offended also but thats o.k. How many people have not been hired by the state police for not meeting the minimum weight /height requirements , should they be required to hire them and then make a job that they can do ? Thanks S/W can`t wait to fly your airlines again ,I will have my own seat with no fat rolling into my seat . Your my here I for one am boycotting his movies
Anonymous2133
Not applicable
What a bunch of oversized cry babys. I agree that everyone has the right to be treated fairly and professionally. But your rights end where mine begin which is somewhere shot of when your ginormous gut extends into my seat and I am left trying to push myself into the outiside 1/3 of my seat so I don't have to have your gut laying all over me. You may not want to face it but you are a fat slob, which is your right to choose to be. But please don't try and tell me that the rest of us should pay for your choice. And don't project your BS onto Southwest. You have issues dude. Nobody gets that fat unless they have issues. Southwest is not the bad guy and making threats and trying ti intimidate people who are just doing their jobs is a transparent attempt to (dare I say it) "Throw you weight around"...There I said it, so sue me too fat boy.
Koloth
Not applicable
This wouldn't be a problem if you designed planes to be comfortable and not profit margin boosting sardine cans. I weigh 120 lbs btw, so no I'm no porker. Who gave Southwest blog? Sometimes I hate the internet.
Anonymous773
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To all the fat people that have posted comments that they will never fly Southwest again....Thank You! The rest of us will be much more comfortable for your decision.
JZP
Not applicable
Great that you have a policy THAT DOES NOT APPLY IN THIS INSTANCE; you should clearly say that. You employee screwed up; you should clearly say that. I hope everyone thinking of flying southwest uses Kayak, expedia, or something similar to find another damn airline on whatever route it is.
Anonymous1937
Not applicable
Are these peanuts surrounding this post some kind of elephant/fat guy joke?
Anonymous3902
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Southwest - shallow and unclear! You ended with your policy and still shift blame to Kevin Smith. You are wrong and we can all see it! Get out the message, it wasn't Kevin's issue it was your issue!!!!!!!!!!!!
Anonymous283
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Come on, People!! If you are wider than one seat, you need to buy two. Call yourselves, oversized, estra sized, fat, whatever...I don't care. But, unless and until the airlines start giving us wider, more comfortable seats, no one has the right to use part of my seat that I purchased. Not to mention the safety issues of having a very large person "in the way" if need be. Southwest did the right thing and I commend them!!
Anonymous846
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Complete PR disaster for your company. You really messed with the wrong man. And you still will not put it right. Greetings from the UK
Lisaw1
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Well, it's not Southwest's fault that fat people want to fly with them is it? As someone who has been forced to sit by a larger person on a 14 hour flight, I can tell you it's not pleasant or comfortable and I have asked to be moved before because of the sheer levels of discomfort experienced. I can also tell you larger people, it's not nice for us - everyone starts to smell after a time on a plane like that and, when you're bigger, it's less nice. For those who have genuine medical issues, then I do feel sorry for them and perhaps they could produce a doctor's note on why they should have a discounted fare - maybe the price of 1 1/2 seats. Let me tell you though. Overeating and a bad diet through ignorance is not a genuine medical reason. Sort yourselves out. On the positive side, well done Southwest, handled in a dignified manner, open and honest and no profanity.
Anonymous846
Not applicable
Complete PR disaster for your company. You really messed with the wrong man. And you still will not put it right. Greetings from the UK
Anonymous249
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you guys have allowed us to see your true ugly face. what a huge mistake. wonderful stuff, hope you lose millons over this.
Anonymous4623
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I think the testimonials of the people who used to be fat and have seen the light and lost it are a joke... And if regular sized people can't handle a couple of hours on a plane (lets be honest, thats the avg length of the longest SW flight) they can buy an extra seat to make sure they have plenty of their own room. I for one love flying SW and will continue to fly SW but Kevin Smith was not feeling the LOVE from the LOVE Airline...
Moe11
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Way to go, Southwest. Rather than admit you were wrong, you tried to spin this. The first few comments bear witness that the underlying theme of this posting is that it was a "too fat to fit" issue rather than "Our team screwed up in an attempt to get the plane off the ground quickly." Didn't your parents teach you that real apologies don't include the word, "but ..." It's a shame you can't just be truthful about this incident because, if handled appropriately, the policy is good overall.
Anonymous4511
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I'm never flying Southwest again.
Matt8
Not applicable
While the pilots and employees probably did not handle this with tact, it sounds like Linda is trying to right this wrong. On the other hand, "Silent Bob" has handled this poorly. As another paying customer, why should my comfort be sacrificed for the sake of his. The Customer of Size policy also sounds very generous: http://www.southwest.com/travel_center/cos_qa.html
Anonymous4511
Not applicable
I'm never flying Southwest again.
Never_Flying_So
Not applicable
Enough. I have never flown SouthWest. I will never fly SouthWest. I have heard enough cattle car horror stories. I KNOW enough people who have been mistreated by SouthWest. There are plenty of other airlines who understand customer service - even the discount airlines.
Joey2
Not applicable
Now I dont know if I want to fly Im feeling insecure since im a little big. Not good to get booted with my family with me I cant afford to buy another ticket. Is this how SouthWest does business. One more reason not to fly southwest
Morgan1
Not applicable
Once again the public has failed to get all the facts and SW is reaping the benefits. YES if you are so large as to be "pouring" into another seat, either fly an airliner that doesnt have ITTY BITTY tiny seats.. or buy two. BUTTTTT! this was not the case for Kevin. 1) Google a photo of him tards. He's not that large. 2) It's already clear to me this wasn't about size. He explains in his blog that SW even admitted to him it was about accomidating another passenger that needed two seats!!! So aaaalll of you who commented about thanking SW for forcing you not to sit next to a fat guy.. your message is pointless, unfounded, and intellectually lazy! Geesh. How many of you SHEEP are going to continue to attack the cows without cause? Learn the facts. Bare minimum.. hear his side (silentbobspeaks.com) and atleast know what he LOOKS LIKE. I agree with most of these people; bad form Southwest, bad form. I will not fly SW until I see a change in your statement of events. And I will be checking to see if you are invested in other airlines as I will boycott them too. Also, you can be sure this will be dinner topic in the future. OHH and before I forget, what was your excuse with the girl???? HOw about checking the manifest before ripping at someone's dignity you slimeballs.
Anonymous858
Not applicable
Why were you able to admit to Kevin Smith that he was removed because he was the last passenger seated and not because of his size, yet still imply that he's too fat to fly? He passed your test. Armrests were down, and his belt was buckled without an extender. Is it really that hard to admit that you just blew it on this one? And once again, the masses play blame the victim. He passed the test to sit in one seat, yet everyone yells at him to lose weight. You are probably the same people who tell rape victims that they had it coming, too. Don't you see it's the same thing? Yes, we should all strive to be a healthy size. That doesn't negate the responsibility of companies to treat their customers with respect and to maintain their dignity. I thank Kevin Smith for bringing this to national attention. He speaks for thousands of people who've been humiliated but didn't have his platform. This goes beyond weight. This is about customer service. This is about how we treat fellow human beings. Do we really need to belittle everyone around us to feel good about ourselves?
Anonymous55
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Where's the admission that the two-seat policy was *irrelevant* to this case because KS did not require two seats? Someone "forgot" to include that admission in her blog entry, and instead included a closing paragraph which has almost nothing at all to do with the situation being addressed. Classless and shameful.
Gray
Not applicable
Kevin Smith is a great guy, but also a big guy. And he should be smart enough not to squeeze into one of those slim 17" seats. However, the Southwest staffer at the check in should have talked him out of that bad idea. Creating an embarassing scene in the plane was bad customer service. And after both his neighbors declared they had no problem (seems to be he was lucky by being seated next to two slim ladies) SWA should have allowed him to fly. I'm sure Smith would have noticed that he really needs two seats in the future, and maybe even would have become more determined with his diet! So, mistakes by both sides, but this hurts the airline more than Smith. Regarding that SWA's "customer of size" policy is very reasonable, the problem seems to be missing diplomacy and training of the service staffers.Correct that, pls!
Anonymous1107
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It is an extremely difficult situation for both the SW Employee and the passenger and those sitting around the passenger. Being a person of size myself, i know i can purchase two seats and that if the plane is not full i can be refunded. However, as a larger person, you have to also realize that you are NOT the only person affected, so get off your pity pot. What about the person squashed in the seat next to you uncomfortable for the next 1-5 hours depending on your flight path. Ever stop to think about them? So what if the flight attendant puts stuff under the other seat you bought. Most of us don't take up the whole two seats and your legs can go under one seat. Come on be reasonable. They are trying to accomodate EVERYONE not just YOU!! While I agree it can be embarrassing, it is what you let it be. Life is too short to let things get to you like that!! Take one for the TEAM at SW we are all family...only you can choose to have a good day or a bad day!
Anonymous2190
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Where is the apology for releasing his private customer information? You blew this Southwest. You blew it that night, you blew it with the first lame non-apology and you blew it with this one. Just because a policy is 25 years old doesn't mean it's a good one and doesn't mean that your employees know how to implement it with compassion and respect. And that you still won't admit the employee made a mistake using this policy as justification to remove him from the flight is just shameful. The safety reasons you keep citing are a joke because if that was truly the case, you wouldn't allow handicapped or elderly people on the plane. Or families with multiple small children. Because we all know fat people are so much slower and harder to evacuate than everyone else in the world. I think you need some remedial lessons in public relations crisis management. And perhaps some human relations seminars in discrimination, sensitivity training and "how to tell the truth."
Anonymous1772
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When a person is on the phone or online they should be asked or made to check a box. THIS WILL GET THEM THINKING WHILE THEY ARE IN THE COMFORT OF THEIR HOME, AND LET THEM KNOW WE ARE SERIOUS. Should go something like this: Do you accept the fare resulta and wish to continue? (currently asked online): YES Name (currently asked) Address (currently asked) Phone (currently asked) Email (currently asked) RR#: (currently asked) Birthdate: C(currently asked) What is this travel reason? Business, Pleasure, Both? (currently asked) WILL YOU BE REQUIRING TWO SEATS THIS WILL BE ENFORCED AT THE GATE? That way they will not be bombarded at the airport. Possibly they don't have the funds when they get to the airport, so that too would be avoided. That way Southwest has covered it's bases, and if they show up to the airport where it is they deemed that they need 2 seats, well we did our part while making the reservations. It would be much easier to broach the subject then, because they have already been warned.
Anonymous580
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I can't help but wonder why amusement parks aren't targeted by larger people when they are told they cannot go on a ride. It is a standard policy that gets little scrutiny. The truth is there is only so much room in any given seat regardless if it is an amusement ride or a plane. On an aircraft, once the room is gone, there is no where else to go but to spill over and infringe upon the traveler in the seat next to you. It is not only a comfort issue and a respect issue to other travelers, but is also a safety issue that requires the need for two seats. Did anyone mention that if the aircraft is not full, that the second seat is fully refunded to a passenger completing such a request?
Jay_fatty_lover
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Another half assed apology. Bravo SWAir!
Anonymous4090
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I will never ever use any of youre services and will tell everybody not to, because you treat fat people in a different manner than thin ones, so u wont get my money ok
Anonymous4502
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I won't be flying Southwest in the future. Not out of solidarity with Kevin Smith (although I'm completely in sympathy with him) but because I don't want to get kicked off an airline. At 5'4" and a size 14, I can easily fit into a single seat. But after the number of people who have been kicked off your airline for maybe appearing to be too fat, just a little, or for having children screaming after being stuck on the tarmac for hours, or for wearing "inappropriate" clothing, I have no desire to subject myself to the apparent arbitrariness of who is and isn't allowed to fly on your airlines. Instead, I'll fly on an airline that accepts less-than-perfect people.