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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
Pittsburgh_Flye
Explorer C
I am very glad Southwest chose to remove the man. People in this country are too fat and need to start taking better care of themselves. Its not fair to have people extra close to me because there body is larger then the seat. If your fat enough for two seats then you should pay for two seats. Thanks Southwest PS keep up the good customer service 😃
Anonymous870
Explorer C
I frequently fly, after seeing what has unfolded with Kevin Smith, I have decided that I and my entire family, will never fly on Southwest again. You all have discriminated enough pax (including Kevin as well as others), enough to make us take our business elsewhere, even if that means we have to make connections when departing from PHL. I know I am not alone. Way to go Southwest, I hope your discrimination policy is worth the loss of business.
Sunny_J
Explorer C
This post makes it seem as if Kevin's a** needs 2 seats, when in actual FACT he can fit in ONE seat with both armrests down, and buckle his seatbelt.
Anonymous3504
Explorer C
I agree..run under a 15 minute mile to ride southwest...Southwest was right!!
Tom_Bridge
Explorer C
You've just burned all the goodwill you'd built up the last ten years of flying Southwest. It's clear that your old slogan, "You are now free to move about the country," should have read, "You are now free to move about the country, but not you, fatty. Even if you do pass our test, you can find somewhere else to fly, because we said so." Your PR response is simply not enough. I honestly can't imagine a response that you could make at this time, but you let that flight crew and that pilot know that they have failed immensely in delivering quality service. Mr. Smith didn't infringe on anyone's seat, Joe W, he stated that the armrests went down completely, and his two seatmates had no problem with him flying in his seat, which would satisfy the CoS Policy. It's very unfortunate that Southwest's fair policy was capriciously applied (and, more than once, judging from all the stories that are coming out now). I look forward to finding a new airline to take me places.
Anonymous3481
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?
Umani
Explorer C
Is this the same Kevin Smith that pledged 2 years ago to go on a "fat sabbatical" to save his life because after breaking a toilet off a wall he realized he was so morbidly obese he could die from it??? Kevin, wake up and get on a treadmill or you won't have anything to Twitter about. Seriously, this happened for a reason, get healthy.
T_Dawgie
Explorer C
Regardless of how any of us feel about obese people flying on an airplane and impeding our personal space, the fact remains that Kevin Smith WAS able to buckle his seatbelt without an extender. Kevin Smith WAS able to put down the armrests of the seat. Therefore he should've been allowed to remain on the earlier flight. Kevin Smith did not purchase the additional seat due to his size. He purchased it because he wanted a buffer between himself and the general public. I wish I had the money to be able to do the same thing. Southwest even understands my hatred for the other passengers (fat or thin) on their flights. Right there on their little drink coupons, they give me ideas on how to stop unwanted conversation. Southwest was out of line on this one, not with their policy, but with their enforcement of it and lack of tact. By the way...can I get you to kick a thin passenger off a plane because he falls asleep and impeeds MY PERSONAL SPACE by falling over and drooling on my shoulder?
Anonymous2684
Explorer C
The fallacy continues to be that Kevin didn't safely fit into his seat. The armrests were able to be lowered, his seat belt was able to be fastened, and neither person he was sat next to complained. Just say Southwest Airline employees made the wrong decision and be done with it. Let's not forget the orginal explanation was that the pilot said Kevin was a safety risk. That's lie #1. Continuing to spin the same misinformation isn't winning this PR war. Also, what's your response to the woman seated next to Kevin on his follow up flight that was asked to get up and spoken to privately about her size issues? Seriously, is this how Southwest Airlines is run? It's obvious that Southwest employees can't be trusted to use their better judgement in determining who's too fat to flight safely (and on one ticket) and who isn't. It's a lawsuit waiting to happen.
TJ7
Explorer C
Why is Southwest kissing Kevin Smith's fat butt? You should not have apologized at all!! He should have apologized for using social media to defame your company. You have a policy and you stuck to it. Good for you!!! Southwest has always been the airline for regular folks. Now it seems that SW is catering to celebrities just because they whine. I can't believe it. I honestly thought the reputation Southwest built for itself over the past several decades was true. Now one fat D-List celebrity exposes the truth about the Southwest myth. They don't care about the regular guy. They care about (pseudo) famous guy.
pixelpunk
Explorer C
Rick, you are a moron to suggest that to fly SouthWest people need to be athletic. SouthWest, you are a moron for moderating and approving Rick's moronic comment.
Anonymous1860
Explorer C
Of course it's a CYA move, initiated only after Larry King publicaly (via Twitter) contacted Smith to invite him onto his show. This whole "we will be reviewing how and when this delicate policy is implemented" is lip service, pure and simple. Once the firestorm dies down, it'll be back to business as usual.
Jackie11
Explorer C
I understand SW policy and when I've travelled with friends I don't feel the need to buy an extra seat. However, as a larger person, I also understand that strangers don't really want me in their space. Nor do I want to be in their space. I would also suggest that SW and all other carriers remove the seat reclining option as most times the person in front of me will be sitting in my lap if they choose to recline and that hasn't much to do with size. More to do with the fact there's very little space between the rows. Airlines have made seats and space smaller in order to fit more people on flights and thus increase their profits. Everyone knows this fact. Given that SW does have reasonable ticket prices, buying an extra seat is doable, but how long will it be before an "average" size person can no longer fit? My guess, not long. My next flight on SW I have purchased an extra seat and will be enjoying the extra room indeed. However, I hope the person one seat over doesn't think it's their lucky day...because I paid for that seat.
Joe_B_
Explorer C
"Although I’m not here to debate the decision our Employees made..." Why not? That's clearly the crux of the whole problem: poor judgment calls from multiple employees, who obviously need more training in both sensitivity and perception. Why not own up to a bad policy instead of repeatedly blaming the rule book? "Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft." Fine. So why not enforce the policy for customers who actually NEED two seats, rather than customers who merely MIGHT need two seats? As Smith has repeatedly explained, his armrests could easily be lowered, and he could buckle his seat belt without an extender. Even the passengers on either side of him said they were not bothered by his size, according to Smith's account. You stupidly claim that your goal was to get the plane off the ground and into the air as quickly as possible. Does it not take MORE time to force a passenger who is already seated and buckled, with his bag stowed, to get OFF the plane instead of simply taking off? To say nothing of the humiliation and embarrassment it clearly caused? I am disappointed by Southwest's handling of this situation. The fact that Smith reported the problem happening again on his second flight to a female passenger just cements Southwest's reputation as the "We Hate Fatties" airline. Despite having flown Southwest dozens of times over the years without incident, they have lost my business forever.
Curious_John
Explorer C
Any time two people sit next to each other in coach on any aircraft, they are sharing an armrest that is barely two inches wide. So if the armrest is down, who gets to put their arm on it? What if you're the poor slob in the middle and you show up late, do you lose the use of any armrest? So how can the airlines blame large people if they really aren't giving you enough room to begin with?
Anonymous2902
Explorer C
There's way too much publicity Mr Smith is trying to garner out of this. Having sat next to some really big people and squeezed in, the policy of Southwest would really help in the comfort of the passengers who may have to be seated next to him.
Phil2
Explorer C
This is an apology in the same way that "I'm sorry you're upset" is an apology. Is it really so hard to say "I'm sorry, we were wrong, we shouldn't have chucked you off the flight, there was no need to do that to you"?
swcool44
Explorer C
I have long been a fan of SW and feel that they did the right thing when they asked Kevin Smith to leave the plane. I, for one, am tired of subsidizing the fares of obese passengers. Personally, I think they should have presented him a parachute, okay - two parachutes, and given him the directions to the nearest exit.
Mike_Eiler
Explorer C
I'm sorry so many people are being unreasonable about this. Your policy is clear and just. Keep fighting. You're doing fine.
a-lister2
Explorer C
I have been a Southwest user since the days of the lines and the cards. Lots of things have changed, but the fact reamins that Southwest is a very well run airline. I am an A-Lister and use the airline several times per month. Yes there have been times when I have encountered situations that are less than the top quality I expect from Southwest. However, I have also encountered many more rude passengers who look for ways to create chaos from order. I applaud the Southwest employees from gate personnel to onboard crew for what is almost always a great experience. Like many, I have been following this seating situation and I think there was some unfortunate circumstances on both sides. As the CEO of an organization, I am a reflection of my organization - everything I do reflects the organization I run. The rant (that has been vulgar at times) that has ensued by the indvidual after the seating incident, in my opinion, has been less than professional and is a reflection of the person and what he represents. Some may find it represents something larger - I find it represents someone who is less than mature, has a very large ego and is much more impressed with himself than the rest of us. Southwest appears to have done everything to correct the situation as best it can, including an apology (serveral times it seems). To me, Southwest is the organization I want to align myself with as they are the professional organization that is willing to acknowledge they made a mistake. We all make mistakes, but it is how we act after the mistake that tells the most about the organization or inidviudal. Thanks for sharing and keeping this A-Lister aware of this situation.
Person_of_size1
Explorer C
Having a Customer Of Size policy is unconscionable. Substitute Color - Gender - Faith - Sexual Orientation. Imagine a Customer of Color policy. A Customer of Gayness policy. You would be run out of business. Size is the last acceptable (and shouldn't be) prejudice. A person's size is NOT something within their control. Weight is no more truly controllable than height (which is also an issue of size - what do you do with really tall people, SW?). I spent the first half of my life trying to lose weight, with no results except that five pounds were wrestled off and 10 would rush back on. If I had not fought what my body wanted to do, I would likely still be only about 20 pounds "overweight," as I was when I was 14, instead of 70. The experts now know this. The weight-loss industry is an evil scam. I will not patronize your airline ever again. There is NO excuse. Widen the seats if it's a problem. God bless Kevin Smith for fighting back. We People of Size don't do it often enough because the minority People of Not-So-Much-Size have succeeded in making us feel ashamed, guilty, ugly. No more.
JanetR
Explorer C
Rules are rules! They're there for the safety and comfort of ALL passengers. Sounds like @ThatKevinSmith is being handled with kid gloves just because he is a director. His Twitter comments bashing Southwest were uncalled for...!!! He needs to handle his problem like an adult and take responsibility for his own involvement in this situation instead of lashing out because he's embarrassed by his physique. Why call it a "DELICATE policy"? People know when they're obese and shouldn't put others in an uncomfortable position to enforce "A POLICY" that is fair for all involved.
Anonymous2097
Explorer C
I fully support your decision to remove a fat person because he couldn't fit in one seat. I pay for a whole seat, not for one that's partially filled by the person next to me. If a person chooses to be too large to fit in one seat, I will defend their right to do so, but they should be required to buy 2 seats.
Susan_Baze
Explorer C
I stand by Southwest and thier handling of this passenger. He should NOT get preferential treatment and it is every other passenger's good fortune if he decides to never fly Southwest again! I do not want to sit next to such a Vulgar Prima Donna of ANY size.! So annoying that you had to do this! He bullied you all into admitting that the employees might have handled it differently and you will review your handling of the policies. He has already stated he wants the policy changed. THAT is what he wants. Stand your ground! You should not have to do any more for this man! He is vial and disgusting! He got his Publicity for his upcoming movie release...he threw ya'll under the landing gear and encouraged his followers to defame you all with vulgaraities and (Empty) "I will not fly" promises!! Every company has thier bumps and you did the best you could through his attempted cyber beat down and you responded with professional class and dignity! KARMA is real.
Anonymous466
Explorer C
This is hardly an apology. Kevin Smith has said time and time again that he FIT INTO THE SEAT WITH THE ARM RESTS DOWN and that he did NOT need a belt extender. That's what your policy states, is it not? Then why was he ejected from the plane for being fat? He has also said that he normally buys 2 seats just so he won't have to talk to people. He is pretty recognizable and I'm sure doesn't want to read everyone and their brother's "movie scripts". I'll never fly Southwest again and I'm going to to urge everyone I know to avoid your airline as well.
Anonymous2725
Explorer C
This is hardly an apology. Kevin Smith has said time and time again that he FIT INTO THE SEAT WITH THE ARM RESTS DOWN and that he did NOT need a belt extender. That's what your policy states, is it not? Then why was he ejected from the plane for being fat? He has also said that he normally buys 2 seats just so he won't have to talk to people. He is pretty recognizable and I'm sure doesn't want to read everyone and their brother's "movie scripts". I'll never fly Southwest again and I'm going to to urge everyone I know to avoid your airline as well.
Audrey1
Explorer C
I can't keep up with what's happening - but wouldn't it be great if we all had this voice when the airlines screw us over. Most of us have to deal with our frustration by ourselves - this whole thing is developing a life of it's own!
Mike_L_1
Explorer C
Would that I could afford to fly, SW would have my business, because the only one being reasonable here is them. Smith wasn't singled out, he'd just had his ego stroked by fans, and therefore was expecting ANYBODY else but him be removed from the plane if it was necessary. There were issues after his arrival that hadn't been there beforehand, and this was a flight he'd NOT booked beforehand like everybody else. And instead of being an adult and accepting the oh so harsh reality of a later flight, he's chosen to make it his own childish crusade. Keep flying, guys, you're a class act as far as I'm concerned.
Still_Flying_SW
Explorer C
The whole situation sucks - for the airline staff, for other SWA customers on that flight, for Mr. Smith and for all overweight people who have to purchase two tickets. However, with that being said, Kevin Smith acted like a compete a55hole through this whole process. (Was it really necessary for him to post 500 tweets in 48 hours and go off ranting in his podcast to express his dissatisfaction?) SW management handled this situation the best they could - attempting to call Mr. Smith all weekend and responding as quickly as Mr. Smith allowed them to. Please remember, SWA didn't have to refund the ticket as their policy specifically states they have the right to pull overweight people off the flight - "celebrity status" or not. The fact remains, people in the North America are getting fatter and fatter. Very few can blame genetics and should instead look in the mirror and admit they are lazy. If we stop rewarding their behavior (by refunding tickets) maybe they'll go put down the bacon and go for a walk.
Jerry_Colvin
Explorer C
Our family's upcoming spring vacation will be my first time on an airplane in a couple of years. We used to love flying Southwest. However, I know I weigh more than Kevin Smith (part of it being, I'm really tall), so I'm very concerned now that I (and thus, my family) would be removed from one of your planes now. Therefore, I feel I have no choice but to books our flights with another carrier. Is this how you want potential new and return customers to feel?
Still_Flying_SW
Explorer C
The whole situation sucks - for the airline staff, for other SWA customers on that flight, for Mr. Smith and for all overweight people who have to purchase two tickets. However, with that being said, Kevin Smith acted like a compete a55hole through this whole process. (Was it really necessary for him to post 500 tweets in 48 hours and go off ranting in his podcast to express his dissatisfaction?) SW management handled this situation the best they could - attempting to call Mr. Smith all weekend and responding as quickly as Mr. Smith allowed them to. Please remember, SWA didn't have to refund the ticket as their policy specifically states they have the right to pull overweight people off the flight - "celebrity status" or not. The fact remains, people in the North America are getting fatter and fatter. Very few can blame genetics and should instead look in the mirror and admit they are lazy. If we stop rewarding their behavior (by refunding tickets) maybe they'll go put down the bacon and go for a walk.
Steve_Risley
Explorer C
Thanks to the SWA employees who ACTED PROPERLY in this instance. Mr. Smith's nasty response only reveals him for what he iruly is. My respect for SWA has been enhanced for standing up to his obnoxious bullying. Thank you. Thank you. Thank you.
Steve_Risley
Explorer C
Thanks to the SWA employees who ACTED PROPERLY in this instance. Mr. Smith's nasty response only reveals him for what he iruly is. My respect for SWA has been enhanced for standing up to his obnoxious bullying. Thank you. Thank you. Thank you.
Dave2
Explorer C
I'm terrified that Southwest will single me out even though I fit in a seat comfortably and the armrests come down. Your policy seems so arbitrary...
Jeanne3
Explorer C
THANK YOU, THANK YOU, THANK YOU My husband and I fly frequently and hold our breaths many times wondering who will sit in between us (I like the window, he likes the aisle). I was reimbursed by another airline because of this same situation. I was shoved into the window during a 5-1/2 hour flight because of the very overweight person sitting next to me. She needed an extender on her seat belt. I even helped her attach it, no thanks whatsoever. and then it began. She poured herself into my space and I couldn't move. There were no extra seats and therefore I was stuck, and I mean stuck! Then the panic began. What would happen in an emergency? There was no way that I could have gotten past this person. When I arrived home, I called the airline and suggested a simple remedy. When you purchase your ticket, you need to check a box if you need a belt extender. CLUE - place people either in two seats or next to the window so no one is trapped by their excessive weight. I would not be cruel to anyone, but I do have rights too.
Fortify
Explorer C
Has anyone seen Kevin Smith lately? The dude is closing is easily 375/400 pounds. I saw him on the lot recently and I gasped when I saw him. I don't think Southwest handled things right by not assessing the situation before he boarded but maybe they couldn't tell until he was folded up in his seat that he didn't fit. The point is, yes, they have to get it together and be firm on their policy. But just because someone is 400 pounds does not mean they can compromise the safety of the passengers around him.
Sanka
Explorer C
I appreciate what you are trying to do to manage this customer service nightmare, Southwest. But this is about more than just your treatment of Kevin Smith. First off, for those who have been following the story, you know that Southwest also singled out another passenger on Kevin's second flight, a larger woman who was chastised for not buying two seats, despite the fact that no one was seated beside her and she could get her armrests down (SW standard for measuring a "large passenger"). SW totally humiliated her for no good reason - this has nothing to do with policies but rather with a total lack of common decency. In digging into this story I came across countless other blogs about people who have been humiliated in a similar way by this airline. And yes, they have a policy - but it's a ridiculous policy; in Canada the Supreme Court ruled last year that the practice of forcing someone to buy 2 seats is discriminatory. Thank god we don't have to put up with this garbage up north. Come on Southwest - you are supposed to be creative in finding solutions; why not figure out something that suits both bigger and smaller folks alike? America is the fattest country on Earth - you're going to be fighting this battle and humiliating passengers for years to come if you don't revisit this policy. The other issue here is that Southwest has been totally inconsistent and arbitrary in its enforcing of the rule. In reading about the experience of others degraded by this, the comment often is, "I've flown dozens of times and never had a problem - then, out of the blue, they kicked me off a flight." So this is about more than just Kevin. It's about his seatmate who you degraded. It's about shaming people in public. It's about inconsistent rule enforcement of a rule that, to many, is discrimination. You can do better, SW, and until you do I will choose other airlines. I understand folks not wanting to sit beside bigger folks. I really do get that. But did you think for a minute that SW crammed all of you into a tiny little box in the first place with virtually no room to move? SW has pitted passengers against one another by putting this rule in place, and slotting it under the guise of "safety" is insulting.
Carlo1
Explorer C
I will never fly Southwest again for the risk that I may be targeted. Luckily we have an alternative in Virgin America for these short haul routes. Go VA!
RobertSmithTV
Explorer C
If it was anyone other than Kevin Smith 1/2 the posters here wouldn't even care. SouthwestAir is going to compensate Kevin Smith for his lost time and frustration. But will Kevin Smith compensate the rest of us for the lost time and pain we suffered during Chasing Amy? Didn't think so.
Anonymous1241
Explorer C
As a person with some "weighty issues" I am stunned and saddened by the lack of consideration by Southwest and it's employees. Do I fit between the arm rests, yes. Do I infringe on others with my weight - maybe. No one has ever said anything to me. How do I feel now after reading what went on with Kevin Smith? I will NEVER fly on Southwest if I can help it - ever again. Why? Fear. Fear that on that day, on that flight, some employee will think that I need to be ejected from my seat and taken off the plane. I will not take that chance. Thin people - are you happy? The insensitive comments by some people here and on Mr. Smith's twitter page are astonishing to me. What I would like to give as a thought to all those who may read this... is there anyone at all in your life - you skinny people - who you care for, are friendly with, work with or you have had contact with that has a weight issue or is everyone you associate with thin? What about siblings, parents, etc? Anyone at all with a weight problem? How would you feel if someone that you cared about had to go through this. How would you feel if YOU were were humiliated because of something that was not right with you? Do a little soul searching and ask yourselves what right you have to judge. People at Southwest - do you have employees that would be humiliated if they were to take a flight on Southwest? For shame on you. If you have a policy like that, then you should have a policy on how it is to be enforced and EVERY one of your employees should be familiar and comfortable with that enforcement. Let's hope this has been a learning experience for you and not just because you have been called out in a public way. Imagine all the others that went before Kevin who didn't have the means to make you feel uncomfortable. If he hadn't had 1million+ followers on Twitter, I doubt you would have cared to apologize.
Hilary2
Explorer C
I have always been a champion of the SWA business model. I appreciate the low-cost transportation to domestic destinations, great aircraft, and well-timed flight plans. I judge my personal spending decisions like I do for those for my company ... I ask myself "is this the best value?" Not necessarily the lowest cost, but the best value prevails. And for the vast majority of the time, SWA was the best value, particularly since I could leverage the Rapid Rewards Dining Program. However, after reading the ongoing discourse between Mr. Smith and SWA over the last 48 hours, I decided that SWA is no longer the best value for my family and I. Today, I booked tickets on a competitor airline for our annual Disney vacation. I am of above average height for a woman and a bit more than average sized (a woman's size 18 on a 5'9" frame), and my husband is a bit more "fluffy" than the average 5'6" man. I had horrible nightmares last night that my family would be denied boarding onto our flight to Disney based upon my husband or my size ... even though it had never been a problem before. The mental image of my children crying in an airport because mommy was too fat was disconcerting - to say the least. Rather than risk a potentially disastrous start to what should be a week of magic for our family, I chose to book our tickets with another airline. At this juncture, they're a better value even with their charges for luggage. Why? Because I have yet to read of that airline's blatant and inequitable application of their policies and procedures. I do hope that, in the future, SWA returns to their previous state. I hope that, someday, I can make them my airline of choice for both business and personal travel again. However, it will be a while until you earn back my family's business.
Scott19
Explorer C
Hi Southwest, So.. If the policy is 25 years old, can we safely assume that since it hasn't changed in that time, your seats are of the same size? Could you also clarify the decision making employees are instructed to follow in regards to deciding that a customer may need a second 'seat' for the comfort of themselves and those around them? How can a customer safely plan when flying your airline if they can be yanked off a flight after being seated? Does southwest not care about insuring that customers can arrive at their destination in a timely manner?
Carlo1
Explorer C
I will never fly Southwest again for the risk that I may be targeted. Luckily we have an alternative in Virgin America for these short haul routes. Go VA!
Tim25
Explorer C
I have purchased 20 trips on SWA in the last year. Those will be the last I ever purchase. I'll pay for bags and go out of my way to avoid giving you bastards another dime.
Anonymous518
Explorer C
THANK YOU so much for enforcing this rule. There is nothing worse than paying 350 for a flight and then spending the next four hours having an extremely 'large' person take up 20% of your space because they can't fit in their seat. We should get what we pay for too!
Anonymous4321
Explorer C
That's not an apology, that's just you trying to cover up your mistake. You still haven't brought up the fact that Kevin Smith is NOT too big for your policy. If the person fits within the seat without problem (as in they're able to put down their armrests), you don't have any right to harass him. You really just have to admit your huge mistake and take full responsibility, and not keep hiding behind your trusted "25-year policy" (which didn't even come into play here, since he fit into your seats!). Fire or demote the people responsible for this appalling error in judgement, and change the way you treat your customers. Oh, and you said you hadn't experienced this kind of thing in your 18 years of service. Nice to see that you have no qualms about lying. It happened again (although not to the same extent) not two hours later with another heavy-set person! So stop lying, everyone can see through it.
Me4
Explorer C
Southwest - You claim that the policy is partially a "safety" measure. When I fly with my wife and only "impede" on her comfort, you always ignore this policy. But if I travel by myself and another customer is seated next to me, suddenly I'm a safety threat and you enforce the stupid policy. So I'm not as dangerous when I'm not bothering other passengers? Sounds to me like your "safety" explanation is a bunch of bull or CYA. And in the rare instances where someone is actually infringing on another's seat, have you considered re-seating them? Surely since it's obviously NOT a safety issue as you claim, some compromise can be made. And if nothing else, don't make a scene in front of the whole group of passengers. That's just shameful. I'm sure your agents hate when someone yells at them in public and would much rather discuss the matter privately and calmly. Give us passengers the same courtesy. Oh wait, I'm not flying your shitty airline anymore. I'll pay extra jus to avoid your uneven policies.
Denice
Explorer C
As someone who has flown Southwest and also being a larger size woman, this is a disappointing saga. I am flying on Southwest in June for a family reunion and wedding and have my misgivings about flying. It would be devastating to be taken off a flight and not be able to get to the wedding or have my sons removed because they are larger (6'6" and 6'4"). My only alternative is to pray that common sense prevail and that this whole disgrace die down.
Anonymous1290
Explorer C
The real victim is not the oversize person but the person that is required to sit next to them. I boarded an Airtran flight and found that an oversize female had the window seat and a male had my aisle seat. The female flight attendant refused to handle the problem and told me to take the seat that was left in such a manner that I knew that I would not be on that flight if I challenged again. The lady had the arm up and had my seat belt wrapped around her; so I had to endure a two-hour flight without a seat belt, with the arm rest on the other side cutting into me, and not getting the space that I had paid for. What a way to feel used!!!!!!!!!!!
CG
Explorer C
Yeah. Still not going to book any travel with y'all for a long, long time. Apology or not (and hindsight is 20/20, right?) I would rather pay more to know everyone on board is safe AND respected.