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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
Anonymous247
Explorer C
It was not the actions of the company, but this apology that makes me not want to take a southwest plane again. There is nothing in this that even remotely makes it personal. We had to say something on the matter, so we did is about all you convey. Yeah, it sucks people are fat. I dont like sitting by them either. But...oh i lost my point. maybe you guys should promote excercize and just tell people how to live/eat since they cant figure it out on their own.
Anonymous3180
Explorer C
Haven't you notice after the Kevin Smith episode, that Southwest does not have the sharpest of flight attendants and Managers on duty that day. A doorknob has more sense than the people working that day on the plane.100 dollars back to Kevin Smith after humiliating him . Why wasn't Kevin put into first class since first class seems to have larger seats? Think twice before jumping someone off the plane for being slightly overweight or did people forget the clothing incident on a few other flights awhile back?because of what some women were wearing because of some flight attendants.
bstevens
Adventurer C
Dear Anonymous, Here is a link to the policy. http://www.southwest.com/travel_center/cos_guidelines.html
Anonymous4477
Explorer C
Southwest's sin was a shocking lack of tact in handling the situation with Kevin Smith. It doesn't make a person all warm and fuzzy about flying SW. And boycotts DO work; it may not put anyone out of business but no company, especially in these times, can afford to alienate their customer base with such arrogant bafflegab as they have pursued. I frequently fly some of SW routes but I stopped checking their site several years ago because of their image.
Choco_Lim
Explorer C
I am fat, can i take a fly with south west??
Anonymous3337
Explorer C
He was flying standby, they put him on the plane, he didn't fit, so they asked him to get off and take the next flight, right? What would you have preferred they do, remove the non-standby passenger he was sitting on? And you know that since he was the last or almost last person on the plane, some poor guy watched him coming down the aisle, looked around to see that the only empty seat was the one next to him, and just about cried.
pat_arnold
Explorer C
great job southwest...not only do you cheap out with making seats so small to cram everyone in, putting people on like a cattle car, but then have the judgement to blame the passengers. i'm already not a fan of the cattle car approach to seating, but since you guys are apparently dumb as stumps (this just makes the case), won't be flying with you any longer. get a different business model and deal with the real problem, or just do everyone a favor and go out of business.
Tim23
Explorer C
I don't care if someone is 100 or 300 lbs. I don't want their body in my seat. For those of you who think airline seats are too small, fly an airline with first class seats or buy two in coach. Either way, you should be the one to cover the extra costs. NOT ME!
Craig6
Explorer C
Dr. Kent Sasse wrote an interesting blog piece on the issue of air travel for obese individuals here: http://www.sasseguide.com/blog/kevin-smith-and-southwest-airlines/
HappySvelteFlye
Explorer C
It's about time service industries focus on the masses who maintain themselves in the middle of the bell curve instead of fixating on occupants of the 2nd or third standard deviation. To quote my father, there is no such thing as a free lunch. Sorry, Kevin.
Henry_Jones
Explorer C
While I understand and support the two seats policy, letting him ion the plane and then claiming "the pilot" made the call to kick him off in the name of safety is clearly BS. When was the last time the pilot strolled through coach evaluating people's waistlines? Now it's "the pilot wanted to finish boarding quickly"...but (A) you have already LOST credibility when speaking for the pilot, by lying the first time (and not the lie about the armrests, explained below) and (B) Smith was already boarded, so deplaning him only delayed things further. What clearly happened was the check-in people let him on, and some stewardess probably made the call that he was too fat. When confronted with the fact that he actually did (probably just barely) fit into the seat, the decision had already been made. The "armrest test" was irrelevant and it never mattered whether he passed or failed it. It was just a lie you told him in hopes that he'd buy it, shut up and deplane. It was probably pretty disconcerting for those involved that he actually tried calling them on it by lowing the armrests. I've had a few bad experiences with SW and rude and arbitrary decisions of its staff...but its cheap, so I keep flying. You are pushing on a thread, though. Treat people with dignity and enforce your policies in a non-capricious manner or you'll lose yet another customer in me. I would echo was was said earlier, how many obese people have you insulted and not apologized to because they were not famous? Rule One when Flying Southwest: Be Famous. Everyone else abandon all hope.
Anonymous3937
Explorer C
I'm scared to fly Southwest. I'm fat and I don't really want to be where I'm openly hated.
RondaGP
Explorer C
Both of your blogs regarding Mr. Smith still contain lies that some of your customers are eating up. Shame on you. Admit a mistake was made and tell the truth. He, in no way, was near not qualifying to fly in one seat based on your 25 year old policy. He easily showed the person ejecting him that his arm rests go down just fine as well as his seat belt was buckled, without an extender that you offer other customers. Southwest has also admitted that the pilot had nothing to do with this decision and it was made by another employee but your newest blog still states it was the captain. Elderly and handicapped people pose more of a safety concern when a quick exit is needed so stop with the guise of "safety concern" unless you are in the habit of throwing them of planes too. Besides, does buying two seats make you move any faster? You are only addressing this because you have since found out that he has an audience or you would be making an apology to Natalie as well (the female customer you humiliated by using her to make a point to Mr. Smith). I will never fly Southwest again and will be very vocal about the matter to all who will hear me.
Anonymous658
Explorer C
Hey Ronda, you keep eating up Smith's story. The fact is, I wasn't there, maybe he's telling the truth, maybe he's not. Either way, this just wasn't that big a deal, there are much more important things in life to worry about than if a rich celebrity got his way. SW has apologized for boarding him and then taking him off, if that's not good enough for you, then that's too bad I suppose. Just fly someone else and pay more across the board, and get treated badly for your trouble. I've flown SW for years and have been delighted by the friendly service and reasonable prices. Did Mr. Smith have a bad experience? Perhaps, but if this was the worst thing that happened to him that week, he should count himself lucky.
April5
Explorer C
Okay, let me start with this....I'm not from California. And all I can say is THANK GOD for Texas. I am a fat woman. I weight 340 lbs., and like Kevin use food for comfort. It's bad for me, I am not proud of it....but it is what it is. I am also an adult, have always paid my taxes, and been a southwest customer for 20 years in Texas. I have flown from Midland/Odessa to Vegas at least 2 times a year on a regular basis. I need an extender, and even help sometimes as I now have rheumatoid arthritis (and for you really rude skinny people, it's genetic and blood related not fat related). Not once have ever I been treated the way Kevin Smith or some of the others on this blog have been. Neither employees of Southwest, or passengers have ever been anything but courteous, polite, and friendly towards me. Down here in Texas, good manners and a sense of community prevail. I know, maybe we can send some Texans from the home office of Dallas to California and teach those skinny folk a little southern hospitality. If your a fattie...stay out of California cause you sure don't fit! Bye Ya'll!
Southwest_flyer1
Explorer C
The only thing I'm unhappy with Southwest about is the fact that they apologized to a person who planned to fly at the expense of another passenger and as a safety hazard to many passengers. I flew another carrier when the man sitting to my left overflowed into my seat to the extent I could not lower the armrest. He was too large to fasten his seatbelt AND THE ATTENDANT IGNORED IT, never asking him to, which is a safety violation. There were no options to relocate because the flight was full. I purchased my seat, and he stole half of it ! I reported this to the carrier's customer relations department, and never received a reply. I've never flown them again. Perhaps you should place a seat identical to the ones on your planes at the ticket / check-in area so passengers for whom size may be an issue can know that they do / don't fit -- similar to the way we ensure our carry-on bags do not exceed the accepetable size. I'm delighted to read that some of the bloggers don't plan to fly Southwest again ... hopefully their seat on their next flight will be between two persons who should have purchased two tickets. Thanks for enforcing this safety rule ... and don't apologize for it !
Anonymous328
Explorer C
at the end of the day, SWA is STILL saying that kevin smith is too fat to fly. take out a row of seats and let him show America just how FIT he is to sit in a SINGLE seat. this apology, although more sincere than the last, is STILL conveying the msg of "sorry for your inconvenience, but you got kicked off 'cause you're just too fat". for the last time, just admit fault (and COMPLETE fault at that, not pointing fingers back to the victim in all of this) and let this blow over already.
Anonymous702
Explorer C
I am very tall. Never has a attendant on any airline requested that the person in front of me who crushes my knees to sit upright. While someones flab might offend some, I am in genuine pain and discomfort for the entire and for a while after the flight. If the standard is not to "infringe on the seat i paid for" as many of the fat people haters have written. I imagine the people who are offended by the fat people are 5' 4" and have no problem crippling to the tall person behind them. Next time you consider reclining consider the stature of the person in the seat behind you. Oh and Southwest, include this in your comfort and safety for other passengers policy. I can;t move through the emergency exit swiftly if for 2 hours my legs have been contorted to accommodate the passenger in front of me. All i ask is consistency and to stop your discriminatory practices against tall people. Seriously!
Anonymous2811
Explorer C
The bottom line is this - If you "persons of size" don't fly Southwest - Great! You pay more, suffer more delays and take longer to get where you need to go. Easy, right? Then the rest of us flyers won't have to be encroached upon and everybody is happy.
DDUBBIEDO
Explorer C
You still haven't rectified this situation yet. And you haven't reached out to Natalie the woman that your airline used to cover it's ass over the Kevin Smith debacle by humiliating her in front of Kevin and forcing her to sit in his row when there were other rows available she could have sat in, due to her size. And then adding insult to injury, the flight asstendant told her she should have bought two seats. How callous of your personnel. You people are idiots. I have lost all respect for your company because you haven't admitted your many lies as well as having lost respect for the media who are too lazy to do their homework and only buy into your lies about Kevin Smith which exposed him to more censure and jokes from newscasters and comedians. I truly hope your airlines will come forward with new policies and do something honorable to redeem itself with 2/3rds of the American Population. Until then, you have to realize, this isn't going to go away. You will be blacklisted and will lose business. Virgin Air among others are already taking business gleefully from you all. I hope your arrogant and elitist stance against persons of size will bring about either your redemption or down-fall. The choice is yours. You can be humble and go to Kevin and Natali with hat in hand and swallow your pride by publicly admitting your mistakes or you can continue to hide behind your vague policies which seemingly only apply arbitrarily on the moods of psychologically damaged employees.
Anonymous4326
Explorer C
So you're still saying that Kevin Smith was too fat to fly.
Anonymous730
Explorer C
It's really a shame that the professionalism of your flight staff through your organization has gone down so sharply. I understand that Southwest is a more "casual" airline, but Southwest is providing a service, people are paying hard earned money for the service, and professionalism should be a hallmark in your "policies". It seems to me, after looking at both sides of the story, that professionalism purely did not exist when dealing with Kevin Smith, OR the lady that this SAME thing happened to on his return flight. While I understand that Southwest does not charge for baggage, maybe, just maybe, they should charge for baggage to soften some of these "issues" that seem to be arising within your organization more and more frequently. I have flown Southwest before, as I have other airlines, and I am average sized. I can honestly say, that the flights I have had on Southwest have been among the worst that I have experienced (by the way I'm an average sized person). One flight imparticular, when my flight was landing, the ENTIRE cabin shook fiercely, and for the first time I was truly afraid to fly. Not to mention earlier in the flight I witnessed the flight attendants being rude to people, for no relevant reason. As others have mentioned, this is hardly an appology, and I would not be a bit surprised if your organization begins to lose money due to this. KEEP SOMETHING IN MIND.... while someones habits are their own, I hardly consider someone larger than I sitting next to me, as infringing on my personal space. ITS A DAMN FLIGHT, IT LASTS MAYBE 2-3 hours... suck it up and go on with your life. Maybe your "headphones and music" that you are listening to are bothersome to others, or maybe you are the "smelly guy" that we all get stuck next to at some point or another. HEY maybe passengers should be checked to see if they smell ok before getting on the flight as well, and if you stink, you have to wait for the next flight after you shower and prove that you did. If this is all you have to bitch about, someone being large sitting next to you makes you "uncomfortable" YOU NEED TO GET YOUR LIFE IN CHECK, and realize what is more important in your life. I wont be flying Southwest again.
Yung_Hopp
Explorer C
I'm just going through all this comments thinking "Am I the only thin guy who think SWA is terribly wrong ?" All fat guys here seems to understand how ridiculous this is and the other half is like "Oh, this is a hell of a good apoligy, ain' it ?" or "Oh, thank God someone cares about our thin guys who have to suffer sittin' with fat guys !" Some of y'all comments are strongly ridiculous and this company is wrong. That's it. And I don't have to be fat to realize that.
Jesse4
Explorer C
Downsize.....that is the idea here. I don't think that "fat" poeple are being singled out, but I do think that the airline has a responsiblity to the rest of the passengers to make sure that they have adequate room on board the aircraft. I have had my fair share of flights on which I was crammed by some people that definitely would slightly bigger then the seat space provided each person. I think that as part of being socially aware and curtious people with "larger" needs would be fine with accepting that fact. I have absolutely no problem with the current SWA policy as it has been laid out here. I'm glad that Kevin has had such a great time making such a big deal about is obesity, but that shouldn't affect the rest of us.
FAT
Explorer C
http://www.youtube.com/watch?v=N8UR5QVJNEE Please watch this trailer of FAT a feature documentary to be released soon. "FAT" - the feature documentary. COMING SOON IN 2010. If fat is the new normal why is fat discrimination on the rise? Follow the lives of three women struggling with fat and fat hatred. Learn the hidden facts about fat, food and health. Experience straight and gay fat folks happy and healthy in their own skin. Meet fat-but-formerly-thin Linnea and witness her transformation. See Jennifer, a 350-pound professional dancer on her way to love and self-acceptance. Discover how to become liberated and powerful in your own body. GO TO WWW.FAT-FILM.COM (under construction
Anonymous3322
Explorer C
To all the MORONS who are IGNORANT of the fact that KEVIN SMITH *DID* FIT in his seat, but was booted b/c the other MORONS working on that flight, with their unconscionable profiling, ONLY THOUGHT that he might not. THAT'S !@#$%^&* RIDICULOUS! More disgusting are the idiots who think that just b/c a company decides to act like A**ES (last I heard SWA is a PUBLICLY-TRADED, national operation, trading under the symbol "LUV" - not some little family business?!) that they have some bogus right to privacy and to be as WILLFUL in their TOTAL DISRESPECT and LACK OF COMMON SENSE as these employees (soon-to-be-fired, I HOPE, as I approach the award of my annual companion pass!) had been. Instead of blowharding your nonsensical notions of nonexistent corporate privacy, try educating yourself by familiarizing yourself with the UCC and CONTRACT law before opening your mouths and showing your ignorance. Just b/c they are incorporated does not give them the right to be EGREGIOUSLY and WILLFULLY CONTRADICTORY to their OWN policies and agreement in the sale of the ticket in the first place! You've all been brainwashed by these deregulation nuts that helped cause the great recession. Business are NOT MORE IMPORTANT THAN PEOPLE, even if they have quasi "person" status under the law. Get a grip!
Anonymous3322
Explorer C
Yes, this "apology" falls even flatter and is more shockingly INSENSITIVE than the original callous acts of the inept employees. Linda, did you read this before posting it? Next time, get a proof-reader, maybe someone for whom the issue applies, like a fat person in this case, or a minority if that should become an issue and so on. You show your obvious bias against this person, who it was even admitted, fit in the seat, yet was still booted off of the plane. A lousy refund and voucher - for real?! You made it worse. Shame on YOU too, and know we know why employees at SWA get away with being such jerks. I feel much sympathy for the many FABULOUS employees I've encountered in my many, many flights. Obviously, they have tons more sensitivty and tact than you.
RM_Proctor
Explorer C
While not too big for one seat, I too have had a similar problem with Southwest and have never flown with them since. I was asleep, in my seat in the back of the plane, when I was asked to leave. The flight attendants said I smelled of alcohol. I replied "yes, you served it to me on the connecting flight". Folks, we're not talking drunk. Just merely smelling like alcohol. WHICH THE SAME ATTENDANTS SERVED TO ME ON THE CONNECTING FLIGHT. So they pulled me off the plane in front of all the other passengers. I told them if they threw me off that I would sue, and perhaps that's what got me back on the plane. I asked them to arrange for someone to talk to me in Salt Lake City upon arrival, and of course there was nobody there. That's was my last flight on Southwest, about 3 or 4 years ago. I have decided, even if other carriers are more expensive, to use them instead.
Never_Flying_SW
Explorer C
I recently had a horrifying experience with a gate agent at a new airport for Southwest. I am an elite flyer on several airlines and often fly cross-country. I am a normal sized person and have followed the Kevin Smith saga with interest. I will not get into the details of my experience other than to say that I believe Southwest has a serious training problem with their gate agents and how they represent themselves and the airline. I was belittled and treated as if I was an errant child in front of a plane full of passengers. I fly at least fifty flights a year, often at full-fare and at short notice. Southwest Airlines will never see a penny of my money again. They are a former client of mine and I was recently asked to work with them again. There is no way I would lower myself to work for this company. I don't if is a moral issue with employees or bad management. There is an oft-repeated quote that applies here. "The fish rots from the head first."
Anonymous88
Explorer C
Your "airline" and "flight attendants" all suck. You are a bunch of liars and cheats and deserve to be grounded - forever. Your company has done nothing but cheapen air travel to the point of where we are today; there are some people that just should not fly and should stay with the Greyhound. You have earned the name Ghetto Air, and still continue to treat your entire customer base with contempt. Yuk. And well done for buying southwestsucks.com ; now that people have to post comments on your moderated site.
Karl1
Explorer C
i won't fly south west again not only for a 25 year hatred for overweight people but the smell on the planes and the staff. there rude and nasty.
Danielle4
Explorer C
Coming from a thin woman who travels frequently..... You want to know what my most offensive air travel experience was? Sitting next to a man with the most foul body odor I have ever experienced in my life. It made me want to throw up a little in my mouth. My point is when is SW going to make those with foul body odor or the inability to shut the heck up on a flight pay for an extra seat? This is just a ridiculous policy. I have sat next to many a chubby person and I have to be honest it's never really bothered me a bit. But sitting next to crying screaming brats who can't stay in their OWN seat, people who smell like they've been dumpster diving, or the woman who won't shutup for a 3 hour flight about her pets bowel movements... now that is truly annoying. I don't see SW jumping to isolate these passengers on the flight. You know, I really don't think I'm going to fly SW anymore.
Anonymous3160
Explorer C
Here are the stock quotes for LUV (Southwest Airlines) Feb 10th, 2010: $11.54 April 26th, 2010: $13.23 Something to think about...
Baron_Tockey
Explorer C
Look. I'm not anywhere near a "person of size." I've been on cross-country flights through Southwest Airlines and fit comfortably into my seat with plenty of space on both sides. I'm not saying in any way that a person who is 400-500 pounds should buy one seat but take up a whole row, but Kev Smith is like, 250-300 max? That's not that big, and honestly, if you're a skinny person and that repulsed by sitting next to a fat person, BUY 2 SEATS YOURSELF AND HIDE IN A CORNER! Fat people are some of the most fun people I've ever met. They're entertaining and funny most of the time, because that's how they get by in life. Sit me next to a funny fat guy (or girl) over sitting me next to these stuck-up skinny people who think it's okay to boot a paying customer off the plane just so they can sprawl out. You want to kick fat people off, start kicking off rude people too. They're the ones who ruin my flights.
Kathy19
Explorer C
Way to go Kevin. I was never a fan before but my son is and brought this to my attention. I am a fan NOW! Not all fat people have unhealthy eating habits. What can be done when I have to sit next to a smoker or someone that smells like a bar? Perhaps SWA might want to train the employees at check in to look for passengers that might make the flight uncomfortable for all. If start refusing anyone that might make the ride uncomfortable when do we stop? I think I would rather sit next to someone overweight then a screaming baby that is kicking me? I know it’s not the baby's fault but we should not be so quick to judge someone regardless of their situation. Some of you people are really mean and need to grow up; I bet airlines do this all the time it’s just that they picked on someone with a public voice. I plan to research those airlines without this policy not because I might need two seats but I know friends and family that might be affect by this policy and I do not want them to go through this embarrassment. If anyone knows of any airline without this policy, please let me know. Thanks
Anonymous737
Explorer C
when did it become ok to talk bad about fat people? would you all not want to sit next to someone because they are black? or mexican? or asian? most of you would say that it wouldnt bother you, well guess what discrimination is discrimination, it doesnt matter if its only because of being fat, its still discrimination, your no better than than slave owners who hated people because they are a different color, or no better than people who hate people because of there religious beliefs, grow up people! and for all of you who say " for us normal people" are dead wrong, obese and overweight americans now outnumber "healthy weight" people in the unites states, 2 out of every 3 people are overweight, so skinny is not normal, fat is normal, so get it through your discriminatory heads!! at least get your facts straight!
Recharddo
Explorer C
Thank you for saying that you were sorry. I think it should have been said MUCH earlier, but better late than never. But saying, "This has our attention, and we will be reviewing how and when this delicate policy is implemented." seems like a vague, empty promise. How about all the passengers who are not famous like Kevin Smith but have had to deal with this random policy? What about the woman he sat next to on his return flight? What are you doing to apologize to the rest of the public? What concrete steps are you taking
Jessica16
Explorer C
Your airline is free to have and enforce its policies . . . and I am free not to pay you my hard-earned money to be insulted and discriminated against. I will never fly on your airline.
Possum
Explorer C
This is how it comes across, from a brand perception perspective....discrimination, bad decision, public airing of bad decision, back peddling, apology too late, damage to brand, revenue loss. I personally hate long haul flights with screaming babies and snoring people, but I don't expect you to kick them off the plane (if I wanted that, I'd hire a private plane). Standard class is like taking the bus, you want the cheap flights, you put up with fat people, snorers, smelly folks and screaming babies. And your staff treat them all equally. Is that so difficult? Your company needs to grow up. I'll fly Continental until then, thanks.
Tired_of_Whiny_
Explorer C
I can't stand sitting next to some fatass that has so many rolls that they overhang the armrests. So they can put the armrests down? BFD. Kevin Smith needs to lose some serious weight and regain his dignity.
Anonymous4375
Explorer C
I find it really interesting the negative insulting remarks regarding people of larger size on this site. If Charles Barkley boarded a plane, would he fit comfortably in the seats provided. I seriously doubt the comments I have read would be repeated to him. This issue regards not only overweight people, but people who are larger period. I am not of normal size and it is a constant struggle. I have been treated very kind by other airlines such as Delta and I choose to pay a higher cost for better customer service.
Anon_
Explorer C
I have to fly Southwest this evening and I am scared to death that your employees are going to make me prove AGAIN that I CAN fit into a seat with the armrests down. I just went through this a month ago. I will wear jeans instead of a dress so the attendants can see my body better. How embarrassing! If money were no object I would fly on another airline, but as it is, this is the least expensive way to get from Oakland to Burbank. Since I was so sincerely embarrassed I wrote a letter. Southwest did respond. I have actually been in therapy over this issue. While Southwest has a right to enforce their policies, the way that it is done -- at the gate -- gives the customer no time to consider their options and it makes the business transaction of having to possibly buy another seat illegal because it puts the customer in a situation of duress. People need to be identified as needing 2 seats at check in, not at the gate.
Anonymous3184
Explorer C
I'm gonna go ahead and say that, I'm not a big person but I totally disagree with what SW has done. I have NEVER been a big guy actually. I have sat on planes next to people who are bigger but it never really bothered me unless they have bad hygiene. In fact I want to ask that question.. What about people who have serious BO issues do they get kicked off the plane if I complain about that? Honestly this is just another way for airlines to charge more money EVEN if they do refund the money which from what I have heard is not always the case. Either way... you should have put your money where your mouth was. He asked for you guys to bring that same row of seats to the daily show so that he could PROVE to the public that he INDEED fit in the plane seat. He also said that if he couldnt fit into the seat that he would donate 10K to the charity of your choosing and if he DID fit into the seat he wanted 2 things 1 for you to admit you lied and 2. He wanted a change in the policy. Funny you guys never responded back. LAME.
Greg18
Explorer C
With so many other options out there, I'll gladly pay the extra $30 for a good carrier such as Delta or American. They have always treated me with nothing but class and professionalism. I agree that there are other types of passengers that are bigger problems, but that goes with flying in a plane or taking any public transportation in general. I have a feeling that some of you would sit in a bus seat while an old woman is standing...saying "I bought this seat"...give me a break. I have dealt with drunk passengers telling me about their divorce for 3 hours, the worst smells imaginable, kicking kids, passengers sleeping on my shoulder, people talking to people 2 rows away all flight and so on. All of that was 100 times worse than an overweight passenger who knew they were overweight and tried to make the best of it. If anything, I feel bad because they are so uncomfortable and their primary concern is that I am ok.
Not_to_fat_
Explorer C
Seriously! I just took a trip to Hawaii and I'm not a overweight person. You're seats are not only too small for anyone WHO IS NOT A SUPER MODEL but the service is overly rushed and personel is often uncaring. I mean seriously, when you hire people do you make sure they have no soul? Is that a job recuirement. And this two seat policy forces people to BUY an extra seat. In otherwords saying that they are so fat you have to charge them twice. Yes, thats right, stick by a police that is not understand and humilates your customers. Sounds like a fantastic airline. I will not only not use you again. I'll suggest to all my friendly flyers to go to United or American. At least there they are understanding and take some care in the people playing a ton of money to use their services. I don't care how much the extra baggage coast. It might save people in therapy bills!
Anonymous3601
Explorer C
No individual or group is perfect, however I've been flying S.W.A. about 15,000 miles a year since 2003 and have had nothing but satisfactory dealings with them. They are my first choice now and tomorrow. Keep up the excellent work (good routes, employees and prices).
Adrian_Windsor_
Explorer C
Commercial airlines are in business to transport passengers from Point A to Point B. If a passenger is overly large and his body cannot fit into one seat, he should be escorted off the airplane. The airplane is not just for that one passenger's transportation or comfort. When I travel by air, I pray that my row-mates won't smell badly or be too fat. When flying, it is preferred that each passenger be comfortable and, hopefully, polite. This story gives me the impression that this particular passenger wants others to pay "big" attention to him. If he wants attention, he should get a dog and stay home.
Joann_Hartly
Explorer C
I am saddened that anyone thinks discrimination in any form is okay. It is not okay to discriminate against any group, and that people are applauding this behavior is frankly shocking. We have a lot further to go as a society.
Brian_Antonson
Explorer C
SW airlines, you f-up big time. Own up to without all the double talk. Hearing this story really pisses me off. I will not fly SW airlines. Ugh. Horrible. What happened to Sue, the attendant who dealt with KS so poorly? She should be fired. If you are an attendant, you should have good customer service skills. With unemployment the way it is, why can't we get good customer service in this country?
Joe31
Explorer C
I've flown next to someone who is too big for the seat. I had the middle seat and had to ride the entire flight leaning over into the aisle seat. The overweight person still spilled half over into my seat. This person should never have been given a single seat. Every airline should require people over a certain size to buy 2 seats and should never seat someone in the next seat . If you are this person needing 2 seats, then just know you need to buy 2. It is just a fact you need 2 seats. This policy is the safest for all concerned.