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Southwest Airlines Community

My Conversation with Kevin Smith

LindaRutherford
Employee
Employee

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

 

 

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

 

 

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

 

 

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

1,803 Comments
Alison_D_
Explorer C
My husband and I are both over six feet tall. We're both broad shouldered and I'll admit it, I carry a few too many pounds. It's hard for tall people to sit in the seats on your airplanes. If there was an emergency, it wouldn't be my weight that kept me from getting out of the seat, it would be my legs trapped against the seat in front of me. Size is an issue for safety, yes. But so is disability status and age. And size is not just weight or width, it's height as well. I'll believe your policy is about safty and comfort when you kick someone off a plane for being too tall or for being too old and/or young. If comfort is your goal, please tell the guy that sat next to me on my last flight that opening a can of tuna (yup- really happened) is not appropriate on an airline flight. Tell the girl who wore too much perfume and the couple that brought their yappy dog on the plane that they need to make other arrangements. And maybe you should have "baby and child free" flights so those of us who don't have kids and don't want to be trapped in a tin can with a bunch of screaming ones for seven hours can travel in peace. Maybe the answer is to offer more space on your flights. Give people more room when they tilt their seats back, when they need to stretch and when they need more leg room because they just have more leg. And maybe, to stop all this apparent arm rest warfare, make each seat with it's own armrest so no one has to share. I don't like your airline because of the service and the method of boarding and seating passengers. I have had nothing but bad experiences with your company over the years and this just makes me certain that the decision to bring all our business to Northwest and United was a smart one. When Northwest is a better option, you know your company is in trouble. Please reevaluate your policy. Yes, you've had it for 25 years. But slavery was on the books for that long. Segregation of schools and the military lasted that long and longer. The crusades lasted for much longer than 25 years and no one will argue that they were a good idea. Length of time you've had a policy does not make it a good one.
Anonymous3568
Explorer C
25 years ago the seats were 50% wider! You knew that when you made the comment. You strike me as a reasonable blogger untill that point... Then like a corperate shill
Greg32
Explorer C
To Linda who provided a flimsy excuse in support of the Southwest employees who removed Kevin Smith from his seat when he was already buckled in and ready for takeoff... and to the other people in support of that decision because they wouldn't enjoy sitting next to Kevin because they agree that "... he might have needed more than one seat for his comfort and those seated next to him.", why not apply your same logic to preserve the comfort of everyone on board (each passenger and those around them) in a broader manner? Have the flight staff remove all crying babies... they are clearly uncomfortable and I can assure you that not only is every one seated next to them uncomfortable but so are most of the other passengers on the plane. Also, toss off people with bad colds who are coughing and sneezing all over everyone and everything. They are obviously uncomfortable and so is everyone else who would prefer not to catch their cold. Haul out people over 6.3" sitting in coach. Their knees are shoved into the back of the seat in front of them and I can pretty much guarantee that they are uncomfortable and so is the person in front of them. It's not hard to come up with long list of very real and tangible things that make some passengers uncomfortable with other passengers sitting around them... physically, emotionally or psychologically. I'm not sure that any of them justifies embarrassing a passenger already allowed on the plane, sitting in their seat, buckled up and ready for take off to be asked to leave. In the end though, people vote with their money. If you approve of what transpired, fly with Southwest often. They will love your support. If you don't approve, fly with other carriers. Southwest won't love that so much. You get a choice. Exercise it in a thoughtful manner.
Anonymous1407
Explorer C
Lets hope airlines don't ban A$$holes.. because sir you clearly are one. What is fat sir? because clearly SW doesn't have a clear policy or makes it up as they go and then lies about who or how it's applied. 200lbs, 250lb, 280lbs what is your measure sir? How thin must we be in your eyes to rate the privilege of sharing your air space? 2 out of 3 americans are over weight sir, so soon you'll have that private jet you always wanted. The tickets will be a little expensive for you and your wife but at least you wont be repulsed. A$$hole's Quote >>>> So happy an airline is looking after the "normal" sized customer instead of pandering to the FAT folks. I get so tired of having to squeeze in to my seat because 1 or heaven forbid 2 fatso's are in the same row as me or my wife. Way to go SWA! I truly appreciate your efforts to make us more comfortable. Seems these fat people don't realize that normal people don't want to rub shoulders and / or other body parts with didgusting fat people who don't care about themselves let alone other people. It was great when airlines banned smokers.....maybe it's time to banned FAT PEOPLE!!! Anonymous — Fri, 02/19/2010 - 14:37 <<<<
Anonymous2688
Explorer C
Your seats are too small. Don't ruin your reputation and the reputation of others because of it. The airline should be ashamed.
ednixon
Explorer C
I think that Linda Rutherford needs to go to Kevin Smith's site and listen to an interview with his seatmate, Natalie, from Idaho. It's number 107. http://smodcast.com/ - look for 107 Unlike the previous hour and a half flame (# 106) by Kevin about his experience on the Oakland to Burbank removal, this conversation with Natalie is touching and heartfelt. And none of it looks good for Southwest and their person of size enforcement. IF SOUTHWEST REALLY REALLY TRIES, Southwest could turn this around and make a disaster a win. It could mean re-writing and re-wording the whole policy. Perhaps it's time. Right now, though, it's a complete PR disaster for Southwest, I see it's set to be on the Hollywood Gossip shows like Extra and ET on Monday.
Anonymous932
Explorer C
You know what? I don't want to buy a seat and have anyone leaning on me. AT ALL. There is NO way that he would have just fit into his space and not been an annoying squisher. I've been squished. For 5 hours and it was no fun. He's a fatty...and a RICH fatty. Buy two seats or a first class seat, you can afford it. No, they shouldn't have kicked you off the plane - but they shouldn't have let you on in the first place. My God, hello, you could have just bought 2 seats at the beginning and avoided all this. I'm totally cool with southwest, and I've been huge and I'm not so small now, but I fit in one seat, without bulging into another and I expect my neighbor to as well.
Anonymous955
Explorer C
"25 years ago the seats were 50% wider! You knew that when you made the comment. You strike me as a reasonable blogger untill that point... Then like a corperate shill" This is true. And also America was far less fat. F Southwest. Never flying with them again.
Vas
Explorer C
I have no idea if you even read these comments. However if you do I would you like you to understand that this "apology" is not satisfactory. What we all want is not an apology or a refund but a change in policy. What exactly are you going to do different? An apology without a commitment to change is not really an apology at all. Thank you
Alastair
Explorer C
I'm really disappointed with South West's stance that there is now an apology to be made. It is quite right that those of obese proportion should not be permitted to fly, not only for the obvious reasons (blocking doorways, blocking gangways, fuel consumption etc), but because it is an absolute disgrace to expect a passenger to have to sit next to one. I recently was placed next to a large lady on an 8 hour flight out of New York - aside from rolls of her fat pressed up against me for the entire duration, and her kicking me in the crotch every time she attempted unsuccessfully to cross her legs, she smelled dreadful, that same smell that all fat people have. It is, frankly, those of us who are not gluttons to whom you owe an apology!
Dale3
Explorer C
So, when's Southwest going to begin implementing some other dusty and inconsistently applied old rule... like segregating passengers by varying degrees of "racial purity"?!? If you want to reach back for old rules, why not just ban us minorities from the front of your planes as well and force us to sit in the back of the plane's colored section so as to make the slim & trim Master Race up front more comfortable?
Anonymous1700
Explorer C
Not good enough, SWA.
sunsail
Explorer C
GREED dictates incompassionate rules for profit numbers alone. The average business chair's armrests (inside dimension) are 20 inches, not 17 inches. I'll never fly Southwest, as they'll restrict heavy gold jewelry or big boots next. FAA regulations should restrict & severely penalize airlines for discrimination prejudices of shrinking seat sizes beyond 20 inches between arm rests. Southwest's actions demonstrate public shameing intentional bias that will escalate to worse infringements soon to be implemented: Passengers will be pre-screened for their pharmaceutical dosages, blood-test, psychiatric history, political party affiliation and religious preference next. This is all discrimination, pure & simple, for profit & greed. Social Justice & Civil Rights must not be ignored. Virtually every step forward in our history has been a liberal initiative taken over conservative greedy opposition: (civil rights, Social Security, Medicare, rural electrification, the establishment of a minimum wage, guaranteed bank deposits, the Federal Reserve, the Securities and Exchange Commission, the Food and Drug Administration, the National Park Service, the National School Lunch Program, the Voting Rights Act, collective bargaining, the Pure Food and Drug Act, and federal aid to education, including the land-grant colleges), to name just a few. Many of these innovations were eventually embraced by conservatives only after it became clear that they had overwhelming public approval for the simple reason that almost every American benefited from them. Every one of these liberal efforts strengthened our democracy and our quality of life. Democrats/liberals are the party of the people as its history attests. Southwests prejudical actions speak louder than words. Hold them accountable with your wallet!
McKeever
Explorer C
Thank you Southwest for booting Kevin Smith & sending a message to all fat people . . . loose weight or walk! Very simply; fat is a lifestyle choice. To suggest anything else is a lie. If a person makes the decision to be fit & healthy and works towards that goal, they will become fit & healthy. Contrary to that, fat people have either made the decision to remain fat or simply don't care. I suspect more times than not, it's the latter. Fat people reap what they sow. I see it all the time in my chubby little corner of Wisconsin & it disgusts me. The majority of people in this part of the country are fat. Not only to they overeat . . . what they eat is crap. I have NO sympathy for the results of their unhealthy choices. They have the ability to change & choose not to. For that reason, they should be subject to any and all penalties & restrictions. They're no different than the irresponsible smoker, who imposes his / her deadly habit on responsible people, trying to maintain a healthy lifestyle. Clearly, I don't want to sit next to a smoker who forces me to breathe their pollution. Similarly, I don't want to sit next to fat person, who blocks access to my expensive airline seat. It's that simple! Thanks again to Southwest! Your policies are fair & your employees acted properly!
Anonymous452
Explorer C
Southwest's policy toward large people is indicative of the lack of compassion this culture has as a whole for people who are overweight. Being overweight is not JUST an issue of eating too much food, it is also an issue of psychological safety. Many people who are overweight have been abused, suffer from childhood molestation issues, and a whole variety of abuse issues that come from severe trauma. The culture as a whole needs to understand that there are many reasons that a person carries weight. How Southwestern dealt with Kevin Smith is a form of abuse that this culture perpetuates: intolerance, lack of compassion, and humiliation. If Mr. Smith was deemed a "safety" risk, it should have been done privately, discreetly, and with all due respect for Mr. Smith. It was not. There is no excuse for humiliating anyone for any reason. Southwest, take notice! You will lose alot of customers for that kind of unkindness!
Joe8
Explorer C
It's about time someone did something to address this issue. I've been on the receiving end of the "larger" people sitting next to me and taking up half of my seat---and I'm TIRED of it. The last plan ride I took, I spent half the time on my arm rest because the "larger" person next to me was taking half of my seat, plus he was leaning over and falling asleep on me. I finally got up and spent the entire flight back in the galley. It's just not right for a person to pay for one seat and then use half of mine that I paid for--where's the justice in that? Do I have to subsidize large people? I hope not....it's time to address the issue and come up with some guidelines. Joe
Anonymous16
Explorer C
NPR had a good, incomplete version of the SWA incident, 2-20-2010, on its Weekend Edition, morning program. Kevin made a good presentation at MacWorld in SF. Thanks for both, and good luck with Cop Out. Also, has Kevin seen the 2007 photo of Demi M. and Ashton K. snuggling next to Bruce W., who's reeling in a catch, as they ride at the stern of a launch? Impetus for Kevin to reduce and not leave us early!
Not_Chicken_Lit
Explorer C
I guess if airplanes had unlimited space inside and could carry an unlimited amount of weight it wouldn't be an issue - but they don't and can't. I don't understand why other people should suffer because of someone's size, but then we should think of the fat person as the victim - and make no mistake, someone who spills over into another seat, even the sardine seats of most airlines, is FAT. That's not my fault, and I should not have to bear the consequences.
Cordelia
Explorer C
You know, a little bit of truth in the beginning of this whole mess would have gone a LONG way. If you had just been honest with Kevin at the beginning, when you asked him to leave the plane, you know the real reason, then you would not have to be lying to save face so much. Fat or thin, truth is truth! I'm not sure I would fly an airline that not only discriminates according to size, but one that also lies, blames it's employees and then tries to cover everything up as if it were the customer's fault...WOULD YOU? Saying you're sorry was NOT enough nor was it timely enough to save many of your customers from now being the customers of any other airline. I, for one, won't fly Southwest any longer because of a situation I had with one of your jerky, rude and unprofessional employees who treated me just like Kevin's row-mate, Natali. Shame on you and your airline. If you can't work on better customer-service friendly policies, you're going to be out of the business soon enough. Free bags maybe one gimmick, but crappy customer service would make me rethink my flying options. Oh, and yeah, I fly Raleigh/Durham to Philadelphia on average 6-8 times a year and I was flying your airline until December '09, when I had that incident with the employee who suggested I consider purchasing an additional seat due to HIS assumption of my size. Ironically, I too had no trouble getting the armrest down or the seat belt buckled. All I can say is if you had worried less about my bottom fitting comfortably in your airline seat, you wouldn't have to worry so much about your company's bottom line and the customers it has not lost. I'm glad this happened to a celebrity since they are the only way this stuff gets attention! Kudos to Kevin Smith!
JeffB
Explorer C
I just listened (more like...endured 1.5 hours of explicatives) to Kevin Smith's commentary (http://silentbobspeaks.com/?p=393) on this story. Just some advice for Kevin...I've got a 'tough skin' for such rants, but most other people only hear a potentially "difficult person" that got thrown off a plane (or simply moved to a non-full flight where the flight attendants can give you more attention). Even though, Kevin claims to have been the nicest, most cooperative passenger. It is difficult to take up his cause for the airlines to make larger coach seats and/or to request Southwest to change their policy for large people with such rants. Also, I enjoy the lower cost of coach...so I'm conflicted on supporting Kevin's cause. Did Kevin get treated badly? Probably but I've not heard the story from the Southwest employees involved. Again, Kevin's rant indicates a guy that may have shown some anger on the plane which is not tolerated after 9/11. Did Kevin deserve better treatment since he bought 2 seats for himself? Not after he changed to a full flight with no room for his extra seat and agreed that it was not a problem...just to get home early. Or maybe Kevin is right...it was a Southwest employee being a #$%^$. Just a viewpoint from another frequent airline traveler...I consider myself a small-medium size guy and have been seated next to large girth person in coach a few times. Once between 2 large ladies on plane with smaller seats than Southwest's 737 seats. Not matter who is at fault (the airline for using small seats, my neighbor eating too much and exercising too little, genetics, me for flying coach, etc.), it is not nice to have your personal space invaded for the length of a flight. It is more tolerable if the large person(s) has the gift of gab and makes you forget about it. In the end, it is still just another invasion of someone's personal space like smoking, little kids crying, etc. I still tolerate it because I can take more trips by flying coach. It is easy for me to say to Kevin...just lose the weight or fly an airline with more than just coach seats to avoid the hassle. Kevin sounds like an entertaining person...and if he is my neighbor on my next flight...I'll probably forget about his need for extra space compared to me. 🙂 I'm sure that I have invaded someone's personal space on plane in the past.
Anonymous1257
Explorer C
I love Southwest and have flown Southwest by choice since they started, and I say that as a person that was once over 400 lbs. I was never bumped from a flight for being overweight, but I know at times my seatmates we crowed. God bless them all. Now at a much lighter weight, I no longer need the extension belt, nor do I spread onto my neighbors seating area. I've flown several other airlines lately and had horrible flights. To all those that say they'll never fly Southwest agin, good riddance. More room for those of us who appreciate the good value, no bag charge, and the fact that they actually know how to load a plane efficently, and have fun flying.
Anonymous2425
Explorer C
I'm skinny and I won't fly Southwest anymore due to this. Nice half assed apology you'd think your damage control would be a little more competent than "I'm sorry your fat fatties but it's been a policy for 25 years so it's not our fault". Safety in a concern in a business but treating people like human beings should be equally so.
Person_of_Norma
Explorer C
It seems that the only clear message here is that if you are fat AND loud you get special treatment, whereas if you are just fat you may or may not, and if you're normal-sized you are just plain out of luck. Please, all you airlines out there, respect the fact that I am entitled to the entire 17 inches (or however many it is now) that I paid for when I purchased the ticket.
Steven
Explorer C
To the people that are down with Southwest. You do realize that this is America where most people are fat right? There's more folks like Kevin Smith and less like George Clooney;. If anything they should update the bloody planes. It's bad enough being tempted with the ashtray in my seat but to embarass these people after they're in their seats? That's just bloody heartbreaking. I'm a big dude and have never had a problem with southwest. But this definately makes me question future flights.
Anonymous2317
Explorer C
Please do not stop requiring people that are over weight and take up part of the space on the seat next to them to pay for two seats. I had a very uncomfortable experience with someone who lifted up the arm and sqeezed himself in. After a terrible three hours flight I called Southwest and asked what to do in the future. I was instructed to tell the flight attendent because they don't kinow if this was someone I knew and it was okay that they were taking my space. So if this happens to me again I will notify the flight attendent and request the person is removed and required to buy two seats.
philabenny
Explorer C
Southwest Airlines goes out of their way to be different - but not necessarily better. I side with Kevin Smith and will cease to give my considerable business to them because of their terrible customer service. Being a Philadelphian, I have to accept that our corrupt mayor has an unholy alliance with USeless Airways, leaving me with very few choices for my frequent business travel (if I want a nonstop flight). I recently tried Southwest to go to a conference at a very inopportune time, between out 2 blizzards last week. I fly business select and have been blessed with the natural height of 6'3" and an average weight of 240 for that height. While I was not turned away...I was cramped in the slender airbus seats. Problems: Why does Southwest cancel more flights then any other airline in inclimate weather? I swear to god my associates on USeless Air were LANDING in Philly when I was still getting cancelation calls. Why does the flamboyant male stewardess feel the need to make his lil' jokes and have sing-a-longs on board when he knows that everyone has been marooned for two days due to cancelations. HOW DENSE are your employees to kick off a VIP with millions of fans? I'm an important executive and the way I see it, If Kevin Smith doesn't rate your respect, how would I? I wish you well in ferrying low-rent tourists and screaming kids at low fares...and I prey that Virgin and JetBlue start flying to PHL.
A_Fellow_Thinst
Explorer C
Rick, I'll have you know I am 5'5 and 125...but I couldnt run or even walk a mile in under 15 minuets due to a very very poor heart and other illness. So I guess it isnt just fat people you dislike right..its also thin sick people. Nice to know. Shame on you....you may think such comments are meant as funny but really they just come out rude. Like this situation need's any more rudness added to it. I havnt flown Southwest in years because even for a thin person when that row is full it gets horriably crammed up and people are always edged into my desiginated space. Lay of the fat hating for goodness sake there are more importent things going on in the world then this fiasco that Southwest is only making worse by not simply doing the decent thing and apologize. Truly apologize...not this half hearted crap here.
Richie
Explorer C
Is delta going to hurry and acquire you guys? There's rumours...We already got nwa..1926-2010...
Lhowle
Explorer C
This is a sad example of how far customer service has fallen. Southwest Airlines used to be known as a customer service star, and still tries to make their cattle call flights fun. But standards and rules must be set. That does not mean, if we are enforcing a rule, we don't have to treat people with respect. Employees need to have training in empathy and sensitivity, no matter how busy and stressed they get. Kevin Smith sounds like he was completely polite and understanding, until your employees subjected him to public embarrassment. Then he had to WAIT for the gate agent to walk over and explain it to him!? And she still could not explain why he was removed from the flight? Your employees need better training and these rules need to be enforced before passengers board flights. Set your rules and ensure they are enforced with sensitivity and fairness across the board. Policy should apply to everyone on the plane, no matter their appearance or social standing. Aren't you also the airline who ejected a girl for wearing a skirt that was too short last year? Didn't your flight attendants wear mini skirts back in the day? When does airline policy become profiling?
Paul_Salzman
Explorer C
I've waited for all the hub-bub to be over and reviewed this with no emotion, because I'm a big fan of both Southwest and Kevin Smith. There's no doubt Kevin is a big guy. I saw him the same day this happened--was less than three feet from him for more than a few minutes. That being said, I've flown Southwest many times sitting next to people as large or larger than Kevin Smith. Linda's post here is as wrong as the situation. The part that makes the least sense is that if the pilot called for expedience, why did they spend time pulling Kevin OFF the plane? He was already in his seat? Doesn't this take longer than just shutting the door and flying off? I think whoever made the decision to eject Mr. Smith should be removed from dealing with customers at all. Certainly, they should not be in a position to make decisions concerning customer service issues. If this happened to me, I would absolutely have handled it the same way Kevin did. The difference being his platform is much wider than mine or anyone else who's been victimized by a big corporation with little people working there making bad decisions. Southwest's employees handled this wrong. They shouldn't have issued this statement, because it's not correct. They shouldn't have ejected him to make room for other passengers, which is what it appears. Will I fly Southwest again? Probably. But, I'll be a lot more sensitive to customer care and speaking up if I don't get it.
Robin14
Explorer C
No need to actually mock fat people, but seriously, no one's blubber should be pressing against other people during an entire flight. That's just nasty and rude. I'm not even skinny, and I can understand that. I'm not fat enough to violate the "customer of size" policy, either, but if I were I'd feel bad for imposing upon someone with my fat rolls. With that said, airplane seats really are too small and there is not enough leg room in front of them.
Emily21
Explorer C
Not surprisingly, Kevin Smith tells a different story. But what is surprising is that it seems like if you told his story--that he was flying stand by and the last person boarded and was booted for some other reason--you would avoid the PR nightmare of "whoops, I kicked off an outspoken comedian with a cult following" and "whoops, we made fun of fat people who weren't really so fat as to not fit in the seats." But maybe I have too much sense for a job in PR.
neverclearone
Explorer C
I am offended and I am not a person "of weight" as you are so kindly putting it. Given the fact that the majority of the population is overweight, piss off enough people and you won't have an airline! AND to read that people who purchase two seats are again ripped off by staff using the underneath for storage of other customers baggage. Where's their charge for abusing the policy for carry on luggage? I guarantee you if these people who paid for the two seats said, "Whoa, sorry I paid for those seats, no,you cannot use the underneath for someone who clearly did not follow policy on carry on luggage," would be thrown off for causing "trouble." What a bunch of bureaucratic BS, not to mention just straight up inhuman treatment. I just hate the fact that because of 9/11, it has given a bunch of airline personnel carte blanche to be as offensive as they want to be, in the guise of "making it safer for all to fly." Please, those of you that have paid for two seats, stop letting them store someones excess luggage under your seat. Just put your hand in front of the space and say, "Sorry I paid for that seat, you can't use the space I paid for unless your other customer what's to reimburse me for what I paid for, Thank-you and have a nice day." There are a lot more offensive things about people than those that are "of size", what about the ones that are "skinny" and don't know what soap,deodorant or mouth wash is? Or those that think anything that comes out of their mouth is considered "conversation." Or those that engulf their body in some stinky a** cologne or perfume that you have to inhale the whole flight???
SWright
Explorer C
Why isn't anyone commenting on how corporate greed got us here in the first place? Every airline has shrunk their seats and decreased legroom to cram in more seats per fuselage. Fat or thin, we are all more and more uncomfortable on flights. And yet here we are disagreeing with one another instead of directing our energy toward shifting this trend and making flights better for us all.
Anonymous4351
Explorer C
3 words for Mr. Smith Celebrity Fit Club with the rest of the D-list Celebs from Hollywood! His 15 min. of fame have been up for awhile now, by the way his movies tank, on the other hand Southwest has been delivering quality customer service for over 30 some years, I think they did the right thing! I applaud Mr. Kelly and all the Southwest Employees....As far as not flying on Southwest, why would I be so stupid you can't beat the low fares and no bag fees!
Rosemary_Perry
Explorer C
Unless you fly first class -- airline travel is uncomfortable no matte how you look at it. being tall and slim leaves you with little leg room. the seats are crowded together. if the person next to you has been drinking -- you can smell their breath. if they forgot to shower -- you will know. if they are loud - you will be annoyed. if it really is a safety issue AND NOT COMFORT why don't you weigh the passengers? it's not just southwest. coach air travel is an inconvenience we all live with.
philabenny
Explorer C
You couldn't be more right, Wright! I had the pleasure of flying in the 80s and can tell you that there was more legroom, seat width (especially because we were aboard more reliable US-made Boeing and McDonnell Douglas aircraft), and I was fed on all flights over 3 hours. This was standard no matter what carrier you flew. To claim you are a better airline simply because you didn't drink the "charging for bags" cool-aid is criminal. Richard Branson and David Neelman have the right idea. Give people a man-sized seat, dress your flight attendants with style - not like they're working at a Saturn dealer, and treat your passengers like you WANT their business - not with the arrogance that we'll all flock to your airline because we're cheap. As a business flyer who rarely pays for his own ticket - I'm fine in having my travel booked on slightly more expensive airlines if it means I will be treated with the respect my hard work entitles me to. Would anyone else pay over $100 to be degraded?
Skyman32
Explorer C
I wonder if anyone has asked themselves if "Director" as we keep passing this title around, is using this to set himself up professionally. Sorry, Silent Bob, don't know your movies and or anything you've actually directed.
Anonymous2240
Explorer C
I do not approve and will not be flying Southwest ever again.
Karen_Copey
Explorer C
SW is one of the most digusting airlines I have never flown. I am now a size 6 and I would NEVER fly your subpar airline. I do not want to sit next to people that smell, fart, sneeze, are sick and coughing, cuss, talk too loudly, or have orange spray tans, but I'm shite out of luck aren't I? but....you can discriminate with fat, huh? get over yourselves (and many of you that fly SW are low class) and apologize. He fit and could belt his buckle. YOU F'd up. American is the only way to fly! PS You also seem to think many of your passengers are alcoholics. LOL your show just displayed how arrogant your FAT AND UNEDUCATED employees are. Just because someone seems drunk it doesn't mean they are. I remember one person that had ONE DRINK and you wouldn't let her fly. HUH? You are dispicable people.
Anonymous2128
Explorer C
Bullshit! No more flying SW for me!
Anonymous4025
Explorer C
Fail harder southwest. I will be going out of my way to avoid your airlines. GG
Chelsea2
Explorer C
I fly frequently (anywhere from 4 to 6 trips a year) and usually fly southwest. I am a small girl 5'6 and 130 pounds and have been stuck between some large people. I don't understand why he was pulled off of the flight when I have sat next to some people much larger than Kevin Smith. I personally am going to try to fly with other airlines when possible. Not only because of this incident but because of their lack of consistent customer service the past few times I flew with them. One of my pet peeves is people being condescending and rude for no reason and I have encountered this a few times. The worst was holiday season when I missed my flight. I have never been treated so rudely by someone that I was polite to. I was in no hurry and just asked when the next available standby ticket to my destination was and was treated with such disrespect I made a note of the person's name and complained to a supervisor later. To the people stating that it is a safety issue and that they wouldn't want to have to try to climb over them to get out in an emergency: Are you saying that my fiance shouldn't be allowed to fly because he is 6'5. His legs take up all of his leg room and a little of mine when we fly. He usually sits next to window if he can to keep from bothering other people, but has had to take an aisle seat before. This same argument could be applied to him. He is nowhere near overweight. He is maybe 175lbs if that. He is just incredibly tall. Pretty much any passenger could cause a problem of taking more space than their seat has. Are you saying that he should have to buy two seats because he may take up a little of your leg room and could slow down your exit because he takes a little longer than someone built like myself to get out of those seats? Just a thought.
Chuck25
Explorer C
Re: Rick who wants people to run a mile to fly Southwest...maybe we should impose an IQ test for "seem people" before they're allowed to post comments?
Anonymous4025
Explorer C
The first blog response "not so silent bob" was awful. That is what crossed the line. Terrible PR southwest. I will join the boycott because of that.
Lesa1
Explorer C
Like several others have mentioned I am really glad so many of you are choosing to no longer fly SWA, I will not have to share space with you. Maybe the thing was handled badly especially when you consider the Well Known Jerk they were dealing with but they had been trying to do him a favor, getting him on an earlier flight and it didn't work out. I will never believe they Publicly Humiliated him everyone seems to take this personally because he is overweight. Anyway you go fly the other airlines and I will have less people to compete with. I will also say that in the, at least 15 years, that I've flown with SWA I have never had luggage lost, I have never missed a connecting flight and if a flight has ever been lengthily delayed it has been due to weather. I know some of you will blame SWA for the weather but I disagree. SWA it sounds like some of your employees made some poor choices but since they have probably had to learn some lessons they will be better than before. Thanks for keeping your prices affordable and our luggage free.
Anonymous1500
Explorer C
Kevin Smith isn't even that large. That's what disturbs me about this whole story.
Anonymous902
Explorer C
I will never travel with Southwest again. Period.
Anonymous4506
Explorer C
Too bad I have to say my name is anonymous, but we don't trust airlines who have the power of God once we are on board, where a flight crew having a bad day can make ours a really bad day, as in handcuffs! So I send my complaint about this arbitrary policy of who is too fat to fly. What I get back is a weak kneed response and links to generic SWA.com web site about the "policy". I want to know where is the policy? Why is it so hard to find on the web site. I still can't locate it. How do I know that I will not be kicked off a flight? What guarantees does a passenger have and resources if the policy is abuses which it clearly was in Mr. Smiths case? A refund of the ticket price? Give me a break! That's the minimum that an airline can do. Big deal, here is your money back! SWA has a PR nightmare on its corporate hands, costing thousands in lost revenue from passengers like me who will choose any airline over SWA due to this stupid move by both the crew and now your PR dept. lame effort to contain the anger and dismay. Now, Your apology blames the pilot because he was in a hurry? This getting worse not better. Time to fire somebody! Until you post the too fat to fly policy where it is easy to find, this will not get better for SWA. This all>>>Totally Amazing.
Trey
Explorer C
Great post. If you're big enough for two seats, then pay for two seats. Continue with your boycott A: Boycotts are never effective and usually make those taking part in them appear petty and unaware of their (lack of) impact. Remember the numerous boycotts of Disney? Yeah....they didn't work out so well and Disney is still in business. The behavior from Southwest on the airplane wasn't perfect, but it hardly merits all the astro turf outrage that some folks are displaying. Rock on Linda. Love the peanuts on the blog BTW.