My Conversation with Kevin Smith

[LindaRutherford]

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.

[Anonymous13111]

Linda's post does seem to be the most reasonable of the SWA's comments that I've seen thus far regarding this incident. However, it still hasn't been listed that Kev was removed from the plane, despite the fact (and this is the important part) that he was able to meet Southwest Airlines own policy of sitting in the chair, armrests down, without a seatbelt extender. The biggest problem this is causing is larger people seem to run the risk of being told they are "Too Fat to Fly" by a flight attendent in a very inappropriate manor, even if they meet their own guidelines for safe travel. I myself am a larger guy (fat) but have flown Southwest before, even when I was 75 pounds heavier than I am now (and therefore larger than Kevin Smith). But I have always been able to sit in my own personal space and buckle the seat belt w/out the extender. Because of this incident, and the fact that it has not been admitted that removing a person who meets Southwest Airlines guidelines was a mistake (and therefore is something that they may do in the future), I will choose other flight options when I travel.

[Anonymous1593]

FACT: Kevin Smith could fit in his seat just fine. He buys two seats because he can afford two and since he's a celebrity he prefers not to be bothered. I think the REAL issue is that Southwest may have been using this policy to try and gouge more money out of people. If people are so big that they can't pull down the armrests then yes- they should buy two seats. But I think Southwest might have been using this to get more money out of people, even people who might be fat but don't need two seats- by threatening to publicly shaming them if need be. Only this time they did it to the wrong guy. It sounds like a big scam to me, an attempt to get more money, and THAT'S why they're stubbornly sticking to the policy. It's probably been a big moneymaker for them- and they've been able to get away with it. The only way they will change it is if there's significant economic fallout from this. Given these two bs apologies I don't trust a word out of Southwest. I hope they get sued and go under. Given the incompetent way they've handled this issue they don't deserve to stay in business. Wonder where all those rude, power tripping employees who decided to screw with Kevin Smith and others will find jobs. Oh well, not my problem. They should have treated their paying customers like human beings. Gotta love that southwest flipped out and offered Kevin Smith a hundred dollar voucher- HAHA! How cheap. Then again, given how bad they treat "regular" people they probably thought that was extremely generous and would make it all better. What a bunch of idiots. I will be sure to encourage everyone I know not to fly Southwest- and will direct them to Kevin Smith's podcast if need be. If there is justice in this world Southwest will either have to make significant changes to how they treat people or they will go under. Seeing how loathe they are to admit they were wrong I'm hoping for the latter.

[Anonymous1136]

Why is it that everyone has to complain about everything! If they didn't make "larger" people buy two seats, the people that were squished next to the "larger" person would complain and want a refund. Face it SWA, you can do the right thing and still be the bad guy! I say keep doing what you're doing and screw the rest of the people out there. Let them buy the over priced tickets on the other airlines and keep them off ours!!!

[David_J_Rust]

I'm large. I can still get the arm rests down on either side of me, however. The point isn't, and was never, about the refund. It was about the policy, how it was enforced, and how it makes people -who already lead a difficult life- feel. Yes, many of us who are fat try to lose weight. We're all attempting it. But, frankly, I'll be looking for another airline from this point on. What Mr. Smith was using his soapbox -something the rest of us do not have- to accomplish was to ask you to: 1. Admit you you wrong, 2. Change your policy, 3. Look into maybe some more room on your planes. Would it be expensive? Probably. Would it no longer make you the Wal*Mart of the skies? Possibly. You'd also be better than what you are, now. So far, reading your blogs have been like reading the so-called "apologies" of politicians who have been caught in extra-marital affairs. You don't really apologize: you just smooth things over and try to hold down the fort until people forget. Heck, it'll probably even succeed: customers have a short memory. But, for myself, I don't. -Dave

[KT1]

You customer service is deplorable, and this "apology" is pathetic. Love, Someone who can fit into your seats quite comfortably, but never will again.

[Anonymous1106]

Why hasn't the airline industry considered building a plane with larger seats and more space between the rows in coach?

[Johnjohn]

I think you were right in booting his fat butt off the plane. I would not say this if I didn't think he was trying to get publicity for himself and his new sellout "cop buddy" movie, but the facts are as written in numerous articles: Smith has been very aware of the policy up until this incident. Your company and numerous sources have written that Smith did INDEED purchase two tickets (and has in the past when flying with you) for himself but decided to risk it with an earlier flight that only had limited seating available--and if this is wrong, please correct me! That said, he took a chance, got caught, got booted, and is now whining the mother of all whines. The photo that he posted of himself with his cheeks puffed out? MISLEADING, because if you go and look at photos of himself from Macworld 2010, the convention he was attending/coming back from, you can clearly see that his body size is *at least* twice that of what he was when he first appeared as "Silent Bob" in the first Clerks (heck, even the LAST time he appeared as Silent Bob, in Jay & Silent Bob Strike Back, he was MUCH thinner). He is fat, he KNOWS he is fat, he paid for two tickets but got caught in a risk that violated a policy that he has complied with before. Your company really needn't to suck up to this guy. He's nothing but a child who got caught doing something he knew he shouldn't be doing. And yes, it IS a safety hazard *for the passengers* (I think this is something many are forgetting). Body fat is heavy, and if you've never sat next to a morbidly obese person (and sorry Kev, but that's what you are now--when you're so fat that you broke a toilet [which he admitted in 2008, and he's the same size he was then], you're morbidly obese) then you don't know the pain of having the circulation cut off on your side/side limbs. And it doesn't matter if you can lower the armrests on your seat--fat spills over and around those armrests into the next seat, creating discomfort and pain for the person beside you. I applaud Southwest for their actions up until the apologies to this jerk. Please, stop kissing his fat butt. He's not worth it.

[El_Gordo]

All these comments are idiotic - the pro-LUV/anti-fat and the pro-Kevin/anti-LUV there are truths here that will remain unchanged: 1. policies will never be followed 100% to the letter everrytime 2. when that does happen, only people who complain will see some level of justice 3. only people of some standing who complain will be dealt with like Kevin Smith was because the #1 goal of crisis management is to contain and suppress 4. flying coach will never be a comfortable experience for non-normal body types. 5. the economics around the airline industry will always dictate a certain ceiling to the type of overall experience when having to accommodate the tight schedules, the unruly unwashed masses, the security concerns, and the laws of physics. no matter how much complaining or spit and polish this and other incidents contain - these truths will never change.

[STUNNED]

This was handled unbelievably POORLY. And Southwest STILL won't own up to it's mistakes? I'm a skinny 1-seat person who is NEVER FLYING SOUTHWEST AGAIN.

[Anonymous434]

You lost me as a customer...and I'm skinny.

[Maggie7]

Count me as another customer you've lost.

[warrio3634]

I agree no one should ever be embarrassed because they are a customer of size, but Southwest made the right move in not letting him board the flight. People book seats, and should be allowed to own the whole seat. Why should good paying customers suffer because someone is of size and "spilling" over into their seat? Just because the arm rests are down doesn't mean that the passenger is totally confined within his seat. I have seen many instances where customers of size can get the arm rests down, but the rest of their body "spills" into the seats next to them. Southwest has had this policy for many years and just because this guy is famous and decided to cause a riot doesn't mean it should change. The only part where Southwest blundered was that this man should of not been allowed to board the plane in the first place. He was on standby and there was only one seat. Since he normally requires two seats and purchases them, he should of never been let down the jet way for the standby flight . He should of been bypassed to the next standby passenger. His situation should also have been addressed by customer service in private letting him know he was considered a customer of size and that he couldn't make the standby flight because there was only one seat available. Maybe Southwest may have not handled the situation correctly, but they adhered to their policy to protect those sitting next to him. Was it embarrassing to Kevin Smith? Probably, but he is no different than the thousands of passengers everyday who travel being a customer of size. Most of them are understanding and agree to purchase the extra seat so they don't have to be discomforting to the fellow passenger. Plus Southwest offers a full refund of the second seat if the plane is not full. It is a win-win situation for everyone. I'm sorry if Kevin Smith felt he was violated flying on Southwest, but just like everyone has the freedom to move across the country, Kevin Smith also has the freedom to book first class on another airline for a larger seat.

[Anonymous3762]

Notice how a good number of the new "support" comments all have LUV somewhere in them? How's your job at SWA?

[Anonymous924]

A Half-assed "I'm sorry" if i've ever heard one.... Can't you just flat out admit you wrong? Is that so hard? Gonna start avoiding your airline like the plague from now on. Nice try through jerks.

[Anonymous181]

The answer is obvious. SW has the policy in place, but they are a little faulty in carrying it out. No one wants to be squished by a person of size next to them, but in allowing larger people to be SEATED, and THEN asking them to deboard wastes time! The policy is good, it just needs to be carried out differently. Just like those measuring tapes for kids to see if they are tall enough to ride the roller coaster, SW should implement a cookie cooker like shape against the wall of all SW gates in all airports. Every person who is suspicious can simply stand up against the shape. Too big? Sorry, no plane for you. This way, they don't have to even bother boarding! What SW does currently, and I'm not just talking about this episode with Kevin Smith, by singling out people who have already taken their places is definitely not humiliating and degrading ENOUGH to those who are skinny-challenged. Since SW doesn't see any need to treat these people with any sort of dignity, this seems like the best way to enforce their policy. Kevin Smith tells about the girl in his NEXT flight, who was asked to step away from her seat to be told that NEXT TIME, she would need to buy 2 seats. I know what you're thinking! Smart! It's a preemptive strike! No need to WAIT to publicly humiliate this girl, when she's on her next flight, just let her know before it's even necessary! "Hey Fatty, even though you lucked out with that empty seat next to you, next time, we got our eye on you!" This right here is the big sign that points to the fact that SW's policy is to disregard any attempts at civility and courtesy -- they just need to take it to the next level, that's all. Cookie cutter shapes that you must fit into to fly. Look for it in 2010. I'll be over at JetBlue.

[Ralf]

I once flew coast to coast in the window seat next to a very large person in the middle seat. I was bent over toward the window for the entire flight and was never able to sit up straight. By the time I arrived my back and neck hurt quite badly and continued to hurt for 2 days. We should applaud any airline that requires large people to pay for the space that they consume so that they don't cause pain for other passengers. Kevin seems like an interesting and nice person. I follow his podcasts and have met him once. This isn't his fault as he says he purchased 2 seats. It also seems that he was flying standby on this flight. If there were other people who were on the standby list behind him, and Kevin needed 2 seats, then wouldn't you rather let 2 people fly instead of 1? I know that I would. It's not that he's less important because he's fat, it's because I'd rather help 2 people than 1. However, SWA should have dealt with this before boarding Kevin. Flight crews and agents are under a lot of time pressure. Flight crews can only be on duty for a certain number of hours, they have tight flight schedules, etc. This pressure to board planes quickly may lead to quick and insensitive decision making. If you want to change that then they will need more staff, planes will need to sit idle longer, and they will need more planes. While they are at it, they should makes the seats much bigger. So be prepared to pay a lot more. The problem with this country is that we expect every situation to be handled perfectly - but we don't want to pay for it. Speaking of which - why wasn't Kevin flying first class? Let alone on an airline that doesn't even offer first class?

[Andy_Small]

I’ve had this kind of thing happen to me before. My wife and I are both larger people. We went to LA in May of 2009 to see my brother. Before we flew we knew that Southwest might charge us for two seats and were ready for it. We flew out of Kansas City without an issue. When we flew out of Los Angles we were sitting there waiting for the flight and a SWA employee came over to us and informed us that we would BOTH have to buy extra seats. There was no effort to keep the fact that we had to buy two seats from the rest of the passengers waiting. It was done RIGHT outside the gate for any and all to witness. I tried to explain to her that we would sit in the same row so really we should only have to buy one additional seat because we would have a seat between us. She explained that we both had to buy a seat instead of just one of us buying one. I understand the policy but what I don’t understand is this: Why did we not have to buy an extra seat on the way out to LA but on the way home we were forced to? Also, why was this done in public view for anybody to see? While I’m used to the looks and everything else I shouldn’t have this sort of embarrassment. I will never fly SWA again. Kevin Smith’s episode only set into concrete this fact.

[MikeL]

This back-handed attempt at an apology to Mr. Smith is unbelievable and pathetic. Bottom line- the guy fit in the sit comfortably with arm rests down and seat belt fastened. His previous purchasing history has NO bearing on this. He was wrongly singled out and your policy was not followed correctly. All employess associated with this should have been fired and an apology (a REAL apology) should have been given to Mr. Smith. Just another example of how little big businesses like yours care more about the bottom line then they do their customers. As a frequent flyer myself, I too am upset at the shrinking sizes of seats and the growing sizes of people. And as an actve runnier and triathalon participant, I aree that people need to make healthier lifestyle decisions. I am all for the application of this rule when it is applied fairly and correctly. But in this case, it was clearly not. And the lack of ownership of the mistake by SW is disgraceful. I will do my best to fly other airlines now and in the future as a result of this and their lack of respect for Mr. Smith. If they're going to treat someone sort of famous like this, just imagine how badly they'll be willing to treat regular folks?!

[Anonymous1581]

What's the difference between Southwest employees and Nazis? Nazis aren't that rude, power hungry.

[Addy_Possa]

BS BS and more BS! Stop MANIPULATING the facts, this is not about your Customer Of Size policy; this about making a HUGE mistake and not owning it and delivering half-assed apologies... How can I trust Southwest again? I am sooo disappointed! And people, please know the fact before writing your ignorant opinions... Go Kevin Smith, Go JetBlue!

[Jenn]

There's nothing worse than sitting next to a fat person where they come into your seat. It doesn't matter if the arm rests are down because their fat still seeps into your seat. And if the fat isn't seeping into my seat, the smell is seeping into my nostrils. .

[Anonymous4480]

I stopped using SWA after always getting stuck sitting next to a large person who couldn't fit entirely in their seat next to me. Sure, the extra heat that they always let off kept me a bit warm during the cold flights, but I could have done without their perspiration and/or them asking me if I was going to eat my snack. So where's my comp refunds for always having to share my seat with much larger passengers?

[Anonymous183]

Most of America is fat... so you've just screwed yourself for customers!

[Artemis_Rich]

Ms Rutherford: Can you please explain why my comment from yesterday was censored by your company? There was no profanity. No base name calling. No spelling errors. I merely pointed out, as others have, that your apology is backhanded and still ignorant of the fact that Mr Smith did, indeed, fit comfortably into his seat. Was it perhaps because I expressed interest in watching SWA's stock over the coming year and mused how soon you would join the ranks of other defunct airlines? My name and email address was included, as they are now. A response and explanation would be appreciated. Thank you. Artemis Rich PS: For the record, my comment fit into the comment box with both armrests down and no belt extender necessary.

[Losiaks]

I've been a long time southwest airlines customer out of Midway, and I have to say knowing the horrible way they treated Kevin Smith and his unknown second flight co-passenger, I have to say I will never dark their doorstep again. I am by no means a fat person especially by Southwest standards but I will never be around to see someone be humiliated because of their weight. The very idea to downplay your horrible ideas of what weight a passenger should be is one thing, but to wait until he was on board and sitting in his seat to make his way back down. His walk of shame from the plane back to the waiting area is absolutely heart-breaking. NO FINGER POINTING JUST RE-ADJUST YOU POLICES you have a silly little box to see how a carry-on will fit. but you cannot be able to have full-sized seats at an additional cost, if these people know they are heavy they can purchase these seats. TREAT PEOPLE BETTER Customer Service Lady Suzanne ID #84175 Shame on you for not going to your Manager from the start, instead putting your foot in your mouth and making Southwest Customer Service just a little less friendly and a little more ignorant with really bad double-talk. Goodbye Southwest Airlines

[Melanie_Chevali]

Per the CDC - http://www.cdc.gov/nchs/fastats/bodymeas.htm Measured average height, weight, and waist circumference for adults ages 20 years and over •Men: Height (inches): 69.4, Weight (pounds): 194.7, Waist circumference (inches): 39.7 •Women: Height (inches): 63.8, Weight (pounds): 164.7, Waist circumference (inches): 37.0 I used to fly quite frequently - normally on Southwest Airlines. I weigh 125lbs. Basically a size 4 - which is pretty small. The seats on the airline are small. When I feel cramped on your seat, there is no way a person of an AVERAGE size will feel comfortable. So, while this is a total customer service disaster, I think you have more to look at here. The airline industry in general needs to re-think what a normal size is and design seats towards that norm. The average size - not some media pushed size. I have been on many flights where others were larger and ended up taking up space from my seat. I have NEVER seen your "Of Size" rule enforced. I seem to have the luck of being the person ALWAYS squeezed between two larger people. While it is miserable for me, as I don't like being in contact with strangers in that close a quarters, it never occured to me that they should be removed from the flight. I am amazed, shocked and dismayed by this entire saga. I feel for Kevin. I cannot imagine the humiliation that he and many others have had to endure because of your policy. This response does not begin to make up for that type of experience.

[Azulada]

Read THE FACTS! http://www.fool.com/investing/general/2010/02/16/southwest-non-stop-dumbness.aspx

[Anonymous674]

As an avid traveler and flier, I see both sides of this coin. If you are an over weight person, to the point of making others around you uncomfortable, YOU should be self -aware and cognoscente of this issue. People should not have to suffer because of your weight. If you have a "personal issue" that cause's this particular condition , this is certainly understandable and should be quietly noted/handled by both parties. If this is the lifestyle you choose to live, then please indulge. But, do not expect the surrounding population to be happy or content to have to deal with you, especially on a cramped airplane. How is this behavior any different then someone sitting next to you smoking profusely (if it were allowed), invading your space with the smell of smoke and the cloud that goes with it?? Or, someone not having any sort of clean hygiene what so ever, stinking to high heaven?? Would you want to sit next to them for along plane ride??? Doubtful! While SW may not have handled this in the most professional manner possible, they were actually VERY considerate of the REST of their passengers on that plane. In addition, SW did step up and refund your air fare! As a customer that has had to deal with this sort of issue on a long plane ride in the past, THANK YOU SOUTHWEST for looking out for the rest of us!!! I wish both parties well.

[Alex8182]

After reading Kevin Smith's blog and your blog, here is what is concluded: He should have never been singled out as being "Too fat to fly". He is owed an apology for "that" mistake. He clearly followed the guidelines and was seated with his seat belt and arm rests down. Why are you trying to save face and maintain your policy???? You, not him, are making the situation worse. People will avoid your airline out of fear now, fear of being publicly humiliated. This is both a tough and embarrassing subject for overweight people and being "normal" sized, I still find it to be embarrassing. For everyone one else "applauding" this blog, shame on you. We should never encourage public scrutiny for anyone. Southwest, suck it up, swallow your stupid policy, and own up. That is what a responsible business would do.

[Anonymous3301]

THANK YOU SOUTHWEST! I LOVE THIS AIRLINE! This is another reason why I will continue to fly with you. Obviously it's an uncomfortable topic. There is no easy way to approach the subject. Too bad if Kevin did not like it. I don't feel you owe him an apology. It sould be the other way around for HIM putting the flight crew in that position to make that decision to begin with. He did this to himself. Where does personal responsibility come in for people to take better care of themselves? It's a simple shift in his eating habits that could have prevented this and other incidents like it from occuring. If I was on that flight and Southwest did not say anything, I certainly would have. I have done it before when fat people were spilling into my seat. That is offensive to me on several fronts not to mention the obvious safety issue. Darn right I am going to say something. Kevin needs to realize he did this to himself. With all the energy he's putting into a smear campaign against Southwest, he could have easily spent that energy on a treadmill...and mix in some veggies while he's at it. If he cannot control what he heats...take the train next time.

[Steven_Fisher]

Wow, SWA keeps digging themselves deeper and deeper. SWA clearly need a distraction from this, because trying to "apologize" isn't working. Perhaps you should get caught doing something even stupider. I suggest clubbing baby seals.

[Kristen_S]

Seriously? How does refunding him his money do anything at all? Last time I checked, Kevin Smith was a director with a dozen and a half movies under his belt (not including his writing and acting credits), and I sincerely doubt that a $hundred-something ticket is going to cause him any financial hardship. No, the hardship comes from from the humiliation of being known as the guy who's too fat to fly. How do you refund him his pride? As a former fat person myself (having lost over 100 pounds), I can say that I was much more conscious of my size and space than most people -- I was terrified that my fat would somehow touch those sitting around me. It wasn't uncommon for me to spend entire flights with my arms crossed, so my shoulders would stay as small as possible. While I was absorbed with my own fears, however, I often found that the very people I was trying to avoid were themselves spilling into my private space. Do you make people buy two seats if their legs are long? If they stretch out a bit too much? If they use both armrests? If they fall asleep with their head on my shoulder? Fine, K Smith is fat, and an extra seat may make everyone (including himself) more comfortable. That doesn't mean he should be subject to this humiliation, especially when he fit into a single seat. Personally, I'd welcome Kevin Smith's fat in my personal space. I'd even ask him for an autograph? Why? Because K Smith's awesome. And Southwest is not.

[Bill29]

SWA - thanks for for standing upi for the "little-people." Kevin you are a whiner and a weiner who should drop some poundage.

[Bill29]

SWA - thanks for for standing up for the "little-people." Kevin you are a whiner and a weiner who should drop some poundage.

[Anonymous1879]

Southwest has really gone downhill over the past few years. Success has ruined this corporation. Why not make a policy that all passengers must look good, smell good, and have nice asses? I mean, your corporate policy is so inhumane and absurd. You should be ashamed of yourselves.

[Anonymous2715]

Full of CRAP!!

[Anonymous3843]

Okay, moronic commenters... only the fringe-absurd are upset with the overall policy. It's the enforcement of the policy that is at issue here. I'm a slender passenger and have been squeezed in next to a larger one... and that's an ENFORCEMENT issue. There needs to be a way to address the situation prior to boarding or during boarding that is uniform in nature, and not haphazard. I hope Kevin Smith gets a photo of the CEO of Southwest kissing his fat ass... as that would be an excellent reparation.

[MR_T]

Dont you People that are threatining Not to fly Southwest ever again have a brain of you own. Go ahead base your decision on a man who has made a career of entertaining people. If you werent there you dont have the right to Judge what happened. I cant believe haow many of you Judge Southwest based on a lack of any personal reason. Go fly whom ever you like Pay out the ear and Pay just to get your bags there with you. Ill be flying with the best SOUTHWEST !!!!!!!!

[I_love_Southwes]

[Black] people make me uncomfortable when they sit next to me. I paid for my seat, why should I have to be close to a [black] when it makes me uncomfortable? Bravo to Southwest Airlines for standing up for the [white] guy and kicking that [black] guy off the plane! [Blacks] should definitely have to pay for an extra seat because I'm the [white] one, the seat is designed for [whites] like me, [whites] are the norm, there's more of us, and [blacks] shouldn't fly anyway, they just bother all the [whites]. At the least [blacks] should have special seating away from [whites]. I don't even feel bad that that [black] guy was humiliated in front of the whole plane -- it's his own fault for being [black]. I approve of this 25-year old "Customers of [blackness]" policy because I'm better than those [blacks] and I'm tired of them thinking they have rights too.

[jt1]

Shame on Southwest for turning this back into a discussion on Kevin Smith's weight. Your comments are not an apology, they're damnation. Look at all the responses here who are still focusing on the weight issue, despite your claims that it wasn't the case after all, not to mention the dozens of cruel, discriminatory comments to this very blog alone, as well as on major media outlets like CNN.com, and you'll see hundreds of people who your so-called "apology" has goaded into spreading ignorance and hatred under the guise of "finally telling it like it is". Your second and equally worthless "apology" here has instead made a pariah out of a guy for something he isn't even guilty of. You chose to add that part at the end despite it no longer being germane to this situation, thus once again trampling on their dignity, and that is disgusting. If you feel you need to address your discriminatory and unevenly-applied policies, that should be a SEPARATE MANNER, not one bundled together with a so-called apology thus humiliating an already wronged passenger for no reason. For the last 16 years, Southwest has been my airline of choice, ever since I had to move from Los Angeles to Phoenix. However, the thoughtlessly cruel actions and comments by Southwest throughout this ordeal have forced me to reevaluate my travel carrier choices, especially disappointing since I have several trips lined up in the next 6 months. But I can no longer support your airline in any way, your actions have forced me to boycott Southwest, and I plan on explaining the situation to everyone I know.

[Miss_Jenny]

You still make it sound like it is his fault and that he is "to fat to fly" by mentioning the two seat policy again. HE BUYS TWO SEATS BECAUSE HE CAN AFFORD IT AND WANTS HIS OWN SPACE!! I would do that same thing, and I think most everyone else would as well, if I had the money. This is a lame excuse for an apology SWA! Shame on you!!

[Brad5]

Who the F flies with an awful carrier like SW anyway? Inexperienced pilots, shoddy safety records, rude staff and poor, usually darker passengers. Us rich folks don't have to deal with you hayseeds.

[See_the_Light]

The problem is not fat people the problem is airlines are not wiling to adjust the seats to fit our generation. Instead the making seats smaller and the Airplanes bigger!!!!!!! I am not overweight however I am a sporty man 6.1 fut. And 215 ponds I fight the seats every time I fly. My shoulder is sticking out in the aisle and the Stuart is hitting me with the food card which most of the time hurts him more then me. This is only one example. (Don’t blame the flight staff of any airline the problem is with corporate management especially at “all American airlines” which makes the role and when the staff has a difficulty’s and enforces them, then its time to blame the frontline worker and play the nice gay behind there back and say sorry afterward .) Like all corporations if the F___UP. The have a nice sorry line until the next time. You can email me at wantensteiner@comcast.net

[Tina1111]

You say you have this policy in place for safety concerns; what about elderly passengers, children, the disabled, the mentally challenged, the injured, the sick? Wouldn't they potentially cause the same, or perhaps worse, delays in an emergency evacuation? You say you have this policy in place for comfort concerns; what about passengers who are tall, who hog the armrests, who smell, who snore, who talk too loudly, who tote screaming children with them, who kick the seat, who recline too far? Don't they potentially cause discomfort to those around them equal to, or perhaps greater than, people of size? The bottom line is that, with rising fuel costs, the weight of your customers could potentially cut into your profits. Be honest, how: you are a business, and, unless they purchase a second ticket, overweight passengers make for bad business. But they're people. They're people who deserve dignity, respect, and compassion. You have sacrificed the humanity of your corporation, and the humanity of your employees, for profit. I've made my choice, and I choose fatties over fat-cats.

[Anonymous268]

Stick with your guns, Southwest and the rest of us will stick with you. For the overweight/obese among us, we feel your pain but resent that you make the rest of us suffer along with you. Take responsibility for yourself and get some of that weight off so we can all get along.

[Anonymous4629]

Dear SW, Thank you for protecting my health and safety by not allowing fat people on your flights. Since you have been so proactive regarding fatties, It is my hope that you will address several other of my heath and safety concerns such as, 1. Babies and small children on flights: Not only are they loud (thus preventing me from hearing SW Crew in an emergency), they often stink (headache, distraction from safety issues), kick the back of my seat - pull my hair - invade my space (thus preventing me from enjoying my paid-for seating), also, in an emergency cannot pull their own weight and would get in the way of fellow passengers exiting the airplane. 2. Elderly passengers: If they can't move as fast as me, I don't want them between me and the nearest emergency exit. It's a safety issue. 3. Disabled passengers: Hey, if my safety is impaired because of a fattie, how much more is it impaired if some person how can't even walk is between me and the emergency exit.? I don't think cripples should be allowed to block my exits and should not be able to fly on the same plane as me. 4. Non-English speaking passengers: If they can't understand the safety instructions from the crew they should not be allowed to fly on the plane! No habla, no fly. 5. Depressed passengers: If they are depressed, I don't want them to fly. God only knows what they will be up too (and they most likely stink as well). Of course, this is just the "tip of the iceberg". I'm sure once you get working on it you can find all kinds of other people that pose safety risks and ban them too. I'm happy to keep flying such a God-fearing, pro-American company such as SW. Keep up the good work!

[Annaa]

Wow. I'm so touched by the overwhelmingly respectful nature of my fellow citizens. Knowing that obesity is a problem in America, especially in our children, they continue to use such heartwarming nicknames like "fatty" and "tubby". I'm anxiously awaiting SWA's policies about mothers buying all the seats in their vicinity so their children don't bother other passengers or having tall people buy the seat directly in front of them so they won't bump the passenger in front of them, causing them discomfort. How hard is it for your PR department to issue an actual apology? Yes, Mr. Smith may be done with his tirade for now, but what about the normal folks who feel mistreated by your airlines? Knowing they might receive the same (or less, since they're "normal") may cause them to take bigger action.

[Anonymous172]

SWA needs to get back to its superior vision and service of cheaper fares and great customer service. NO heavy person will or should pay double fares out of fear of insult and humiliation because of an eating disorder!! If the arm rests come down they are in their seat and enough said. I used to LUV SWA and still am a frequent flyer but now I check other airlines too because I notice your competitive edge slipping.....getting rid of this policy (not shared by the majority of other airlines) will go a long way back to becoming the SWA airline I once suggested friends/ family/ business associates fly. Your revamped Rapid Reward system also is highly discouraging--who wants to use 4 vouchers to fly a standard seat at a decent time? Cheers are in order however because SWA thus far refuses to charge baggage fees and other nonsense costs ($8 to use a pillow--come on American!!!). Savvy airline customers simply will not be bullied or suckered into unreasonable rules or costs. AM

[Herman1]

Kudos to SW....fat people need to get over themselves and realize what a major pain it is to fly next to them (especially on a long flight)...The truth is they invade your space, ,typically have body odor, breathe loud and then want an apology for stuffing too many Big Macs...i don't think so. SW today I have decided I will never fly another airline escept yours....this is from a 20 year US Airways frequent flyer. PS-Your not handicapped....you're fat and lazy. Star walking or soemthing.

[Anonymous3258]

Look, the truth of the matter is he could buckle his seatbelt, and get the armrests down. He was also told the pilot made the call to eject him from the flight. This has now been proven to be untrue. Your company, Linda, employs liars. And I highly doubt anyone has spoken to the women seated beside Kevin on the flight your company actually allowed him to stay on who was also removed and then allowed back onto the flight. The only reason your company has done anything at all about this issue is because of Kevin Smith, and the audience he holds. If he was just some working class guy, this blog would not be here right now. For what it's worth, my family probably uses Southwest about 2-3 times per year, but believe me, myself and every friend and family member I have will never use your airline service again.