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My Conversation with Kevin Smith

LindaRutherford
Employee
Employee

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

 

 

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

 

 

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

 

 

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

1,803 Comments
Anonymous3216
Explorer B
Someone said--"I have to wonder how many of these are bona fide...And how many are the same person posting over and over. Have they really ever had to spend a 4 hour flight crammed next to someone taking up part of their seat? Doubt it ever happened. If it did, they are candidates for sainthood." You know, I've been saying I should be considered for sainthood for years, but apparently you have to perform three miracles and be gruesomely killed. Or at least dead. So for now, I'll settle for 'respectful decent human being'. I did post previously (about flying to Amsterdam next to a very overweight person) but only the once. It most certainly happened and was indeed quite uncomfortable. It was also longer than four hours, as Seattle -> Minneapolis -> Amsterdam in a DC-10 is more like a 12? 14? hour flight. I didn't take any of the free drinks because I didn't want to try to climb over this sleeping person to go to the bathroom. The thing is, it ALWAYS sucks to have to worry about climbing over people. It sucks to share a row with someone. It sucks to NOT share a row with someone. I just flew a very long way only a couple of weeks ago, and there was nobody in the seat next to me, but do you think I managed to get comfortable enough to have a nap? Indeed not, sir, because airline seats are gruesomely uncomfortable and that's just that. And it was most certainly bona fide when I said it would not have occurred to me that my discomfort for a limited amount of time would be so important as to infringe on the right of some other person to use a ticket she had purchased, to get where she needed to go. Maybe she was going home to see her family. Maybe she had a job interview. Maybe she was on vacation. Who knows? These are /people/, with lives and feelings and stuff they need to get done, and being petty about a stupid few inches of seating is incredibly entitled and selfish. Kit, aka the Blessed Saint Millicent the Worshipful, from now on. Patron saint of people who hate flying?
Anonymous2369
Explorer C
Since Kevin bought 2 seats, Southwest should have checked whether there are at least 2 seats available before allowing him to board standby (if the 2 seats are not contiguous, they should reseat some passengers so 2 empty seats would be contiguous). This is a major error on Southwest's part to allow him to board standby when 2 empty seats were not available. I understand why overweight customers are required to buy 2 seats, but it would be more than fair not to charge outright for the 2nd seat, but to hold a space on the customer's credit card for the cost of the 2nd seat (similar to what car rental companies and hotels do). If the flight is not overbooked, the hold should be released. If an oversale occurs, only then should the passenger be charged for the 2nd seat. This would eliminate the need for an overweight customer to initiate the process of applying for a refund and having to wait to be reimbursed for the cost of the 2nd seat. I am somewhat overweight but fit in one seat comfortably, and understand the discomfort if I have to share my seat with someone of large width. Please consider modifying your systems to allow for a customer of size to buy 2 seats, be charged only for one seat, and placing a hold on the customer's credit card for the 2nd seat.
Seattle_Tech_Mo
Explorer C
These Moments of Truth for companies are so often defining and here we see another company founded on a supposed battle cry over exceptional customer service completely SCREW IT UP! Linda may have had more social skills than the other SouthwestAir employees Kevin Smith talked too, she clearly felt she was "sent to deal with him". Her comment "this is so embarrassing to talk about" said it all. She was there to convince him he was too fat to fly and that is indeed what her blog entry said too. Yes, it was much more polite but in the end SouthwestAir and Linda had a corporate message to deliver. SouthwestAir you lost another customer forever over this, and I am a normie as Kevin calls us. This is because you are a company that rewards it's employees who are devoid of human compassion. This is because you are a company that clearly doesn't care about people of size and most of all because you clearly don't care how your employees treat paying customers. And given the choice of where to spend my money - I give it to companies that do care about all of the above.
Anonymous2648
Explorer C
Translation: If we had known he was rich and famous, we wouldn't have chosen him to humiliate.
Jeremy2
Explorer C
"Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft." What a crock! The policy is clearly not designed to assist fat passengers. It's designed to assist passengers that society has deemed an acceptable size, as well as SWA's pocketbooks. It's discriminatory and ridiculous. And this "apology" is nothing of the sort. It starts with "sorry" and ends with "but what we did was right, fatty". It's empty and meaningless.
Andy9
Explorer C
I'm so goddamn sick of big corporations giving people the runaround and back handed apologies. If you can't even right the wrong of a famous person, what the hell can Southwest do for anyone who doesn't have 1.6 million people to listen to them?! Oh yes, the price of dignity is a $100 voucher.
M_B
Explorer C
give me a break here 1 Linda SW did the right thing . K. Smith was just being a jackass becasue he thinks HE should get special treatment becasue HE is a director . Well if HE was all that why the hell is HE flying COACH????? Anyway if ur a fatso and you take up my seat on a plane u better get off or by 2 seats its not my fault you spend too much time Mc d's and not in the gym . Why should I have to pay to be uncomfortable. Wanna talk about PAYING MR SMITH : I pay 3 - 10 times more for fat free and healthy food than you do for your fat food . I spend less time in the doctors office but pay an ass in taxes becasue people like you can't push yourselves away from the table and end up using all the doctors time . GEt a life and get a treadmill KEVIN SMITH if you had one you wouldnt have time to blog and tweet for 48 hrs over a plane flight!
Anonymous119
Explorer C
As Kevin Smith did eventually take a southwest flight and occupied one seat only (with arm rests down)... this whole debate is a moot point. Safety, fat thin, space restrictions, complaining passengers etc etc The systemic failure here is that southwest employees have been unable to act professionally at any point (including apologies, communications and indeed the initial woeful treatment of a frequent southwest flyer!) Lets not kid ourselves the motivation of the individuals involved in this terrible representation of southwest airlines is minimal... not once did any of these company representatives show anything other than basic human functions... presumably southwest would prefer its employees to operate with a little more intelligence. The sad thing is this clearly happens all the time - just in this case it has happened to someone with a loud enough voice to reach through the corporate dumming down of basic human intelligence! Even sadder is that all the southwest employees involved from check in girl/boy to cabin crew to pilot to HR to corporate comms all get this mindless service themselves on a weekly basis (phone companies, gas, electric, local government)... shame on you all for perpetuating this systemic idiocy.
Anonymous119
Explorer C
As Kevin Smith did eventually take a southwest flight and occupied one seat only (with arm rests down)... this whole debate is a moot point. Safety, fat thin, space restrictions, complaining passengers etc etc The systemic failure here is that southwest employees have been unable to act professionally at any point (including apologies, communications and indeed the initial woeful treatment of a frequent southwest flyer!) Lets not kid ourselves the motivation of the individuals involved in this terrible representation of southwest airlines is minimal... not once did any of these company representatives show anything other than basic human functions... presumably southwest would prefer its employees to operate with a little more intelligence. The sad thing is this clearly happens all the time - just in this case it has happened to someone with a loud enough voice to reach through the corporate dumming down of basic human intelligence! Even sadder is that all the southwest employees involved from check in girl/boy to cabin crew to pilot to HR to corporate comms all get this mindless service themselves on a weekly basis (phone companies, gas, electric, local government)... shame on you all for perpetuating this systemic idiocy.
Anonymous1568
Explorer C
I am fat, I have flown southwest a dosen plus times. The thought of being humiliated.... I will drive..... The new 180 is 280.
Anonymous478
Explorer C
Ok, I can sympathize w/ both sides, however, being stuck in a long flight (to Seattle) with a larger person who shifted and shifted and got annoyed when I need to use the bathroom ONCE in 6 hours - either he should have requested an aisle seat or purchased a 2nd seat so all in the row were not uncomfortable. I'm not teeny, but not plus sized either - but I also paid full fare for a ticket and no one compensated me for being infringed upon and being uncomfortable for that period of time. Let's not even discuss when it was time to graze.... er eat. I was bumped, bashed, forced to listen to someone smacking his mouth while gorging on carry-on McDonalds food. It was repulsive, disgusting but yet I wasn't refunded or apologized to - I and the person on the other side were berated by the overweight man while we moved in our seat to get somewhat comfortable enduring his leg and arm girth in our seat area.
Tim2
Explorer C
Kevin's right. You're wrong. He was not too fat to fly - you arbitrarily enforced the rule, and you should get slammed for it
AnonymousBlaske
Explorer C
What an absolute basket of crap. The man is clearly not too fat to fly. When did we decide it was okay to discriminate against larger people? Screw you, Southwest.
Ashley4
Explorer C
Regardless of a person's size, whether it be heavy, average, or thin, I find it extremely uncomfortable to be seated next to someone who infringes on my personal space. I am very petite and sit comfortably in an airplane seat, with room to spare, and get rather upset when the person next to me takes advantage of the extra space allotted by my size. It's completely unfair to me and I applaud SWA for enforcing their policy. Kudos to SWA!
BMusashi
Explorer C
I've flown on your airlines almost exclusively for the last 4 or 5 years, and I have to tell you that I am very reluctant to use your airline again. Looking at your policy, you seem to have two basic rules regarding "persons of size": #1 is clearcut; can the armrests be put down. In my case, I can answer "Yes. I'm a big guy, but I can put the armrests down, no problem." #2 is a much more ill-defined rule, basically a judgement call on the part of the crew; Is someone else's space being impinged upon. In Smith's case, it sounds like an arbitrary decision was made, even though the people seated next to him (apparently) did not mind his presence (or at least were polite enough to be willing to deal with what is, let's face it, one more uncomfortable thing in an uncomfortable situation - everyone, fat or thin, that I've talked to about this situation has chimed in about how small and uncomfortable your seats are). Frankly, the arbitrary way this was handled (armrest test ignored, opinions of those around him disregarded) makes me nervous about flying with your airlines. I've never had a problem with armrests, though I've certainly felt cramped. I've never had a problem with another flyer (although I do always try to sit next to my wife). I try to be considerate to those around me who need help and, though large, I am not infirm (in a safety situation that doesn't require me to fit through small holes or run a marathon, I'd be fine. I can throw a skinny person on my shoulder and get them off the plane, and should we be stranded in the Andes, I could probably feed all of the A group for a few meals). In other words, I'm not worried about any real problems, but it seems that you have staff that are willing to create problems, and that you have little or no plan to remedy this. Put a chair in a private room in the terminal and I'll prove I can sit in it, armrests down, if that guarantees me that someone won't feel the need to escort me (and my wife), humiliated off the plane... but don't leave a wide-open policy that says I can be seated, next to my wife, armrests down, while the plane boards, only to then be told that - armrests aside and my wife doesn't have any say - some staff member has decided that I'm too big to sit next to her. It's illogical and indefensible. Make it part of your official rules that a flyer must be under a certain weight - as incompassionate as that might be, at least it's a firm rule that heads off the chance that a "person of size" will be humiliated in public by an over-zealous (or worse) staff member. I'll admit that as a "person of size," flying your airline was never particularly comfortable, but now I know that if I ever fly your airline again, you've promised me a whole new level of discomfort... the fear that this may be the flight that someone arbitrarily decides to march me off the plane.
angelacb
Explorer C
To be honest, this makes me *want* to fly on SW. I have flown on many flights, sometimes right next to a large person and even if they can "get the armrests down" it doesn't make for a comfortable flight. Their arms stick out into your seat encroaching on any sort of personal space you may have had. Personally, I prefer the airline pillows to a stranger's arm sticking out over my seat. To those suggesting the airline(s) create bigger seats - no thanks. That would mean higher prices because there is not as many seats. I don't want to have to pay more simply because some people can't fit comfortably AND safely into the seats. Maybe we can reverse the trend of increasingly obese populations by not making special accommodations for XL people.
Another_Anonymo
Explorer C
If the policy that someone is too large if the arm rests don't lock down is bad, then change the policy. Rodney King was beaten by cops following policy. If you want to stop police brutality, you need to change the policy. According to the policy, as defined by SWA, he shouldn't have been escorted off. The point IS that according to the CURRENT POLICY, he was not Too Fat to Fly. From what I've heard on Smodcast, he is very careful about where he sits, and chose two very thin passengers to sit next to, and asked them if they were comfortable. I agree that every customer deserves a seat no matter what, or a refund. The extra seat should be free, or there should be larger seats for obese people, like a handicapped parking space. A little shameful, perhaps, but a solution that will avoid a lot of this.
Martin_Abbey
Explorer C
That is NOT an apology. Until you offer a proper and HUMBLE apology to Mr. Smith and to obese Americans in general, me and my family (who are not obese but who believe in honoring the fundamental dignity and worth of each person) will NOT be flying your airlines EVER AGAIN. Shame on SouthWest for not taking care of this in a proper fashion, shame on these bitter employees who hate their lives so much that they have to inconvenience others, and shame on you for being such a corporate hack that you whore yourself into this self-assed apology. Where is your integrity?
exrampsup
Explorer C
Great way to cave in to the first person to call you out in the media. He only got his refund because he has the press to back him. This just tells your employees that you won't back them when they make a hard decision. One decision you asked them to make everyday. Now how about refunding the ticket prices for every other person removed from your flights. You guys have no back bone and it's fairly obvious that this big man bullied his way into getting what he wants. Now he will get to sit on top of everyone seated next to him forever. Great job, you really don't know what real customer service is.
Anonymous233
Explorer C
Your explanation is pathetic, the fact that your airlane is judging people because their weight is almost racist, so, if someone stinks, or its ugly, also may cause discomfort on other "perfect" passangers, so maybe they should be put on a secluded part of the plain, so i propose more classes, first class, bussines, etc, and some cargo area for the rest of us, fats, uggly, et all... Your text suck, you should have better pr, .... and yes, Mr. Smith isnt that fat.. so, your racists..
ZachsMind
Explorer C
This happened because airlines single out larger patrons. Forcing some people to buy two seats because of their size is offensive, and an embarrassment to us fat people. It sends a signal, and has sent a signal since it was first implemented: Fat folks aren't treated equally. Make all the seats bigger. You'll be seating a couple dozen less ppl per plane, but the whole reason standby exists is because you often have extra seats available anyway. Patrons should NOT have to conform to the physical restrictions of the airlines! Airlines should conform to the needs of their passengers. Even thin people would appreciate the extra space. It's a win/win.
___
Explorer C
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Southwest_Suppo
Explorer C
Stand firm Southwest. You have been more than accommodating to Mr. Smith. At this point he is just carrying this on to fan the flames. The fact that he purchased two seats on his original flight shows that he understands the policy. I for one appreciate your policy, and the courage it takes to implement it. Spending a flight squeezed into a corner of your seat because the person next to you is overly large is incredibly uncomfortable. To those who think obesity is a disability, think again. You have control over what you eat. And if there's an emergency and you are blocking my way out? I will not hesitate to climb over or step on you. Think about someone besides yourself for a change.
miles
Explorer C
everyone seems to think that the employees need more training...well no one is offering any input on exactly how to approach someone who needs to buy two seats? no one is offering what to say to the people they are spilling over into their seats while that large Customer is sitting right there? everyone seems to have their opinion on what is wrong or right but it's easy to complain instead of offering real solutions. How and when would you tell that Customer? at the ticket counter with others listening? in the gate area with others watching? at the jet way door in front of other Customers? no one wants to be uncomfortable and wants to put the burden of telling a person they need two seats on the airline...so be it.... but you should be ashamed for criticizing when it's the Customers who've complained to have the policy enforced to begin with.... I'm done with all this...and I will continue to fly Southwest.
Anonymous2781
Explorer C
The real issue here is Kevin Smith's attitude. His extensive use of profanity, his attempt to bully Southwest on Twitter and his overall oversized ego makes his a Customer Southwest can do with out. Instead of an apology the airline should have first waited to find out exactly what happened to avoid all these conflicting stories. Even if it apologized to Smith for an error, they should have also suggested that he find another airline he prefers. Unless you stand up to this kind of bully others seeking their 15 minutes of fame will do the same thing. Airline employees will feel paralized and will be afraid to enforce any policy for fear of having their company take a beating in the news media. Message to Kevin. We will miss you on Southwest.
Jason8
Explorer C
Im curious, I road your airline once, and I had an issue with the passenger next to me having a horrible smell of body odor. Since you have the ability to keep fat people from making other passengers uncomfortable, can you start monitoring for people that aren't clean as well? They should have to pay for an extra seat so others aren't forced to endure their smell. Thanks!
Anonymous95
Explorer C
Sorry, too little too late. Of course you will stand by this policy, even though there is obvious confusion among employees on what exactly the policy is. It's too bad someone had to be humiliated and thing bring public attention to this before you finally decided it's an issue worth reviewing. If it's your policy, it's your policy, and that's not the issue so much as, if it were Everyday Fat Jane you would never have even cared...
Idahodian
Explorer C
Each of us deserves to be treated with dignity and respect. I did not detect a lack of respect in Linda Rutherford's response to Kevin Smith. I thought SWA was very generous and humble in dealing with Mr. Smith. It is my opinion that SWA is first and foremost trying to fly all of us safely to our destinations. Is it not true that weight on an airplane must be distributed in such a way to make the plane fly optimally? Why have my husband and I been asked by flight attendants if we would mind moving to different seats in order to distribute the total weight on the plane better? Is it because our combined weight is.....295 pounds? Or could it be because there is another human being who is larger than us combined and they don't dare ask that passenger to relocate because it may imply that that passenger's weight is influencing the safety of the rest of us? How often have I flown on any airline and been squeezed by a much larger person next to me? OFTEN! Does it occur to the portion of the population that tips the scales beyond their own good health that their size infringes on my space, on my comfort, on my experience? Why must our culture turn to being a victim? Perhaps Kevin Smith might view his experience on SWA as a chance to reflect on a healthier lifestyle. Can he not frame his experience any way he chooses...apparently he's choosing to be a victim, choosing the spotlight. I applaud SWA for being the only airline that is willing to address the gargantuan issue of fitting everyone on the same size airplanes. People used to be more similar in weight. They are not anymore. Isn't obesity one of our top health care issues? Why can't this issue with Kevin Smith be the catalyst for society getting honest and making some serious lifestyle changes? Wouldn't it be a miracle if people could take some personal responsibilty for their health?! Remember when cigarette smoking was allowed on airplanes? I grew up breathing other people's smoke. I don't have cancer, just a reactive airway. The surgeon general made the dangers of smoking public in 1963 yet how long did it take for the airlines to ban smoking? It took until the latter part of the 20th century to finally allow people to breathe "clean" air on a flight. I wish the airlines would have taken a stand much sooner. What if they had? Would my parents have seen the "light" sooner than 1994? Would my Dad not have needed his 6-way bypass in 1994. Would he not need oxygen now. Would he perhaps still be enjoying life? Maybe those that don't fit between the two arm rests of an economy seat might frame this "news event' as a call to get healthy. Maybe this is a new year. Maybe this is a blessing in disquise. It's all in how we want to frame it. We can choose to be victims or choose life. Southwest Airlines you ROCK and I'll fly you whenever I can. I appreciate your integrity and hope you realize there are many of us who appreciate it when truth trumps political correctness.
JB3
Explorer C
I'm not sure what is worse: the rude and immature comments about people's weight or this half-assed excuse of an apology on behalf of SWA.
Brian_J_
Explorer C
I wouldn't continue to do business with any company that lied to my face.
Anonymous2471
Explorer C
I gotta say its your fault that u weigh that much look at the policy before u fly Southwest just conducted policy!
Steve_Gierman
Explorer C
It seems to me that SWA is just digging itself deeper in this fiasco by offering a half-hearted apology while hiding behind the two-seat rule, when the two-seat rule did not apply to this case. While Kevin Smith might be making a bigger deal out of this than necessary, SWA compounded the issue by not releasing all the pertinent information to this case, which Mr. Smith has done. Neither party is 100% innocent, but the actions of SWA reeks of a saving face publicity sweep that has gone to denial. For shame. Instead of creating an open and honest dialogue, SWA is looping back into a safety circle of corporate lingo. I will not be flying SWA until these archaic policies are banished.
Anonymous2743
Explorer C
SWA is the most horrific airlines. Living in Dallas it would be real easy for my family and I to use SWA. But we do not for several reasons. One being the horrible boarding procedure. Like you are cattle being herded in a third world country. Now with this news story and I stand firm in my opinion that SWA has no respect for fellow mankind! Plus this apology is not really that at all. Do you think we can not see that?
Cameron3
Explorer C
I don't think SWA did anything remotely 'wrong' here. I've been on flights next to (trying to be as nice as humanly possible here) people of 'larger' size. It's not only disgusting, it's quite uncomfortable, and as for me I'm 6'5" 255 lbs (quite athletic) it's hard enough for me to fit in the seats. But what makes this whole situation even worse, is that he's making such a huge deal about it. It's blatantly obvious he's trying to resurrect a pitiful career, and he also said he can AFFORD to buy two seats for his abnormally large 'frame'. So why didn't he? I'm quite glad he said he'll never fly SWA ever again because I would hate to see him on a flight and tell him my opinion. I'm sorry for him that he refuses to take care of himself, but the fact that he prides himself on it is sad. So next time, on a different airline, he can fly in the cargo hold and be able to be comfortable. One last thing, the fact that he called SWA the 'welfare airline' just show how classless he really is. Bravo Southwest, job well done, and please continue to enforce this rule. You will continue to be the only airline I fly.
Anonymous1378
Explorer C
You guys are still missing the point. KEVIN DID NOT NEED A SECOND SEAT!!! He could sit in the one he was in just fine. Saying anything otherwise is a load of back-pedaling horse dung. And what about the girl on the second flight? Where there was an empty seat next to her, yet your attendant felt the need to chastise her for being fat? THERE WAS NO ONE SITTING NEXT TO HER! All Kevin wants is for you to come clean and just say the truth. He was not kicked off for not being able to fit in his seat. Say that, and point out the yet to be named employee who singled him out (because so far, it wasn't the pilot which was claimed to him that it was), and tell him the REAL reason why that person kicked him off. But it seems there can't be any civil discourse with a large corporation without their "suits" getting in the way of common courtesy.
NickP
Explorer C
Slavery & Segregation was an even longer term policy once upon a time. Does it make it right? Do you really think you should be proud of a policy like yours? Your Assholes, and using your misdirection speak like " Assist customers for comfort" just shows how your trying your hardest to not own up to your mistakes and be a decent human being. ~Lunchbox
Anonymous4487
Explorer C
I can sympathize with both sides of the situation, but I speak from experience when I say that I have had to sit by a very large person and their arms and stomach were overhanging on both sides of the armrest and their legs were encroaching on my leg room too, so I sat the entire flight with my legs crossed (for room) and my body physically hanging out into the aisle(kinda like a pretzel position) I paid for my ticket just like the larger guy so why am I sitting pretzel position when someone else is overweight???
Anonymous1135
Explorer C
Way to go Southwest!!! Having traveled for many years and have had to sit next to fat people that yes can "fit" between the arm rests but the rest of them spills all over the person next to them. That is only after they have been huffing and puffing to get to the gate and then squeeze into the seat sweating and stinking all over the person next to them. To the fat people, your fat, buy another seat and quit whining, the world owes you nothing just because you are fat, it's not everyone else s fault. I can't imagine what would have happened if it had been the other fat film maker, Michael "give me another burger" Moore!!
Anonymous4179
Explorer C
This may seem like an apology but it is avoiding all responsibilities,
Tammy-Orlando__
Explorer C
I am proud of SWA for sticking to their policies. It's not fair to the other people who have to sit next to them on the plane. As a flight attendant, i find it very difficult to make it down the aisle to perform my safety duties as well as performing drink service when someone who should have purchased two seats is hanging out in the aisle. In the event of an emergency, everyone's safety is put at risk because someone who is obviously too large to fit into a seat won't admit they need two seats. Either lose weight or buy 2 seats; it's that simple.
Anonymous4248
Explorer C
So, why is it that when I fly cross country on Southewest airlines, and there is a screaming, kicking child placed directly behind me, the parents are not told to purchase an additional seat for that kid to kick? An overweight person has to purchase an addtional seat to accomidate for the loss of the the additional ticket sold to the person would've been sitting beside them, but yet, through all the complaining in the world, there is nobody insuring that a vacant seat will be in front of a kicking, screaming child. Incredibly unfair really, and considering that an overweight person will only affect one, maybe two other people on the plane (if that), the entire flight will be bothered by that kid. And as long as I'm on the subject, why is it that the people traveling with small children are put on the plane first, only to allow the 'A' group people in before those individuals with children are seated? While flying in 'A' group, I boarded, selected my seat, as my 'A' priority allowed me to do, only to have a child placed directly behind me to kick and scream from Florida to Nevada. So much for priority, had that child been placed first, I would not have selected that seat. Given the choice, I would've much preffered to have a large individual placed next to me, whom I could lean away from or blatantly ignore, rather than be tortured by some oblivious mother who is incapable of calming her kicking, screaming child. And through all of my flights, not once have I ever seen an overweight person scream and kick and flail, annoying every single person on a flight, but those are the ones you are going to choose to penalize. Treat your larger customers with the respect and dignity they deserve, they are far from being the problem that you are making them out to be.
cdesja5
Explorer C
Wow! So many of you going to fly with other "better" airlines now! Which ones specifically? IMO they are almost all "cookie-cutter" alike and unless you're in first class and/or pay a lot more, seats are almost all about the same size. Good luck finding bigger/better for the same price! You are living in Lalaland! PS: Please tell us which airlines these are so we can avoid them. I like being able to make full use of my paid-for seat.
BillB
Explorer C
You state "Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft." and yet, Kevin did not "need" two seats. He chose to do it when possible, but in this case it was not possible. He did not need the extra seat, so he elected to do without. Southwest continuing to stick to its claim that he had to have that seat to fly is a load of crap and regardless of who Kevin Smith is, or how many people follow his work, you treated a paying customer wrong and should admit that he was thrown off for other reasons.
Anonymous2606
Explorer C
Rick, i think that is crazy. What about little old men who fly because they can no longer drive. Now.. i dont know about you, but MY grandpa can NO LONGER run a mile in 15 minutes.. he COULD when he was in the army, but he no longer can now.. You are probably a selfish, ignorant ass who has nothing to do but make fun of people who aren't "thin"
Richard_H__Smit
Explorer C
              It's clear that a lot of the folks with 'Positive' remarks for the airline are employed by same. It's sad and pathetic that so many people have such little regard for human decency anymore; Shame means nothing to these folk. As a people, we don't truly have many actual adults anymore... they're selfish and greedy, Opportunistic children; only caring about 'Mine Mine Mine!' Kevin (cough cough - Mr. Smith) is by no means a perfect person, but I do believe he has real love and compassion for his fellow person. I've Said My Piece/Peace; All The Best, rhsjr7
Anonymous4116
Explorer C
It's really not that hard to say that an error was made, SWA should try it some time. You are really just making it worse by dragging this on. You really have no idea how many people heard of this issue and agree with Kevin Smith. I heard it on the news ABC7 & NBC4, seen it on several web site that I view including TMZ, and on the radio stations that I listed to hear in LA. Talk about bad PR!!!!
mccu8847
Explorer C
I have two possible solutions for SW airlines to assist with passenger management. First, if there is more than one overweight passenger on a trip, have them sit next to each other. This will alleviate inconvenience to other passengers that have to sit by the bulging person. And it will give the overcrowding passengers a chance to see first hand what is like to sit next to rotund ones. If there is only one fatty on the flight, a fair alternative would be to give the adjacent passenger a discount on their ticket for having to sit next to the bigee size person. The airline would not have to overcharge the overweight, they could reward those willing to give up part of their seat. Just like when the airlines make a pre-flight announcement due to overbooking the flight, they could ask for volunteers to sit next to the fat guy for a free flight another day with the possibility of sitting next to a slim dude.
heykoolaid3
Explorer C
I want to thank Southwest for preventing some poor passenger from sitting next to someone who is spewing fat over the armrest. I've had to sit next to an overweight person and it's not fair. It's uncomfortable and rips me off for a fair that guarantees I have my own seat. Bravo Southwest! Kevin, maybe you should have used your ticket fair for a treadmill. Save us the inconvenience and either not fly, pay for two seats, or lose weight...
SWA_Employee3
Explorer C
For all those people stating they will never fly SWA again... see you tomorrow!
Anonymous3122
Explorer C
haha, i'm on southwest's side on this one, but i just read the post by anonymous about children kicking seats and it is just so hilarious.. come on dude, you can always ask the parent to take control of their kid, but can you ask a fat dude crowding your space to suddenly lose 200 pounds? no! try to keep on track with the issue instead of spewing your random air travel complaints