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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
Keith_Jackson
Explorer C
This just disappoints me with SWA. This is not the airline that it once was. I think you guys really need to train a lot of your employee's with some sensitivity training. I am not a fan of Kevin Smith but I have been following his twitter and listened to his podcast. This just disgust me as a traveler of size. I am glad this has happened to someone who has a platform and can really bring this issue to the masses. Jet Blue is looking better and better.
Anonymous2040
Explorer C
I would totally be on southwest side all i need to see is the certificate from the sideshow showing that all their employee's are world champion weight guessers... they also must have lasers in there eyes that help them guess BMI. If he fits in the seat, armrest down was belted in and didn't bother the people around him what policy were you working from. your throwing water on a grease fire..... the more you say the worst you sound...
Anonymous2250
Explorer C
I would have to say after this I would make a point of choosing another airline. Shame on you Southwest.
Anonymous1414
Explorer C
Maybe you should make your planes have enough space so the thin people aren't deathly afraid somebody will sit next to them.
Sick_of_SW_Disc
Explorer C
I have not flown Southwest in 25 years because of their policy and I will not fly them. During that period of time I have not always been large enough to have the rule imposed upon me. The rule is discriminatory just as some people discriminate against large individuals regardless of the situation or place. Furthermore, a lot of disabled individuals are larger, not because they eat more but because of their health situations and limitations. Since so many individuals are larger these days, then Southwest should run out of passengers at some point. Other passengers infringe upon me when I fly other airlines -- they spread their coats, they read the newspaper, they use their laptops and books, they have children that get in my way, cause an allergic reaction to me because I am allergic to tobacco but they come on with clothes soaked in tobacco smoke, cough in my face, etc.
Anonymous2725
Explorer C
"The selfishness of large people in not realizing that in a quick evacuation they can easily cause many people to not be able to evacuate in time to avoid peril. Mr. Roberts — Mon, 02/15/2010 - 19:14" So does this mean that handicapped and elderly people should not be allowed to fly either? They aren't exactly fast moving and can "easily cause many people to not be able to evacuate in time to avoid peril" also.
Anonymous1193
Explorer C
Where's my apology for all the times I had to sit next to some fat-ass who took up a seat and a half?? When I couldn't even sit facing forward and instead has to twist sideways so that the blubber-butt next to me could fly?? When I walked off a 4 hour flight after sitting in such a position so and my back, neck, and legs were hurting?? I didn't get an apology. Why does a someone from Hollywood get an apology?? There's only one reason: $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
Alison1
Explorer C
Every person who is complaining here about how they had to sit next to someone who "took over their seat" underscores the fact that the Southwest policy is unevenly meted out. If they can't consistently apply it to people of size across the board, they need to entirely re-evaluate their methods for determining who needs to purchase two seats.
RobertSmithTV
Explorer C
Oh, and I didn't even mention Jersey Girl. Kevin should have paid US to go see that atrocity.
Anonymous2047
Explorer C
I already don't fly southwest, because i already knew your customer service wasn't good. But let's just admit it, to me, Kevin Smith looks like a guy who has a body odor problem. That was it, wasn't it?
Mindy
Explorer C
why is there an abundant amount of concern for the people who MIGHT be affected, by having to sit next to an overweight person, and NONE for the overweight person who WILL be affected? it is clear that your airline does not think people that i love are real people, worth dignity and respect. this flagrant disregard, which has been demonstrated in your laughable effort to 'apologize' to mr smith (which looks like you wish to silence, and further shame him from where i'm standing), you have influenced me to NEVER fly southwest again, at least until you have shown every paying customer the respect you owe them. i'm disgusted.
RKMK
Explorer C
I love that people are popping up and thanking you for "upholding policy" and protecting them from the evil fat people, whilst being completely unaware of the facts, i.e. that while Kevin Smith is a large man, he was not so large as to require the second seat. He fit comfortably within the armrests and buckled his seatbelt without an extender. You threw off a paying customer, humiliating him in the process, and then had the absolute gall to fatshame the SECOND customer (the woman who shared the row with him on the second flight) by pulling her up and chastising her that she should buy a second seat WHEN THERE WAS ALREADY A EMPTY SEAT sitting between her and Smith. Furthermore, you have not apologized for spreading the lie that Kevin Smith "always" buys two seats. He did this week, just for personal space and convenience, but you had no right to lie and intimate that he frequently buys two tickets because he is otherwise Too Fat To Fly in one seat. Shameful business all around. I hope you at least have the decency to call the woman on the second flight and apologize for your flight attendant's behaviour to her. But you won't, because that woman doesn't have 1.6 million followers on Twitter.
Angela_Vermilli
Explorer C
I do not need to remain anonymous to let Southwest know how happy I am that a COS (customer of size) passenger was removed from a flight due to safety of himself and other passengers. I have endured a 3 hour flight with someone's side fat hanging 6 inches over into my seat. The only way they got the extender belt around them was to lift the stomach fat up and then it fell over the belt and onto me. A very unpleasant experience to say the least. I am proud to only fly Southwest within the US as they are the best airline! Hooray for keeping a 25 year old policy consistent...and due to this incident may @thatkevinsmith finally lose the weight that is destroying his health. Thank you Southwest!
B-Fly
Explorer C
So many passengers forget that airlines are NOT public transportation. They are private companies governed by a Board of Directors with accountability to shareholders. There's not an airline in the world that is obligated or mandated or legislated to carry everyone and anyone on their planes. Airlines are not city buses. Airlines makes their own rules. They could say no skinny people on Tuesdays. Kevin, lose weight. How big do you want to be? Big as the plane that you tried to squish your uber butt into.
Anonymous810
Explorer C
I have flown extensively for business over the past 30+ years and Southwest is my airline of choice. Why? They listen to their customers, yes, but SAFETY of their customers is without a doubt first and foremost. While Mr. Smith may have been able to "buckle-up" I wonder how comfortable those next to him were, or how safe they felt? He must of had some reason other than "luxury" to buy 2 seats on the original flight. Southwest's 25 year-old policy on people of size is not only about comfort it is about safety. Could have SWA's personnel have handle the sitution differently? Perhaps. But then so could have Mr. Smith by being safety concious and considerate to his fellow passengers. Do I feel for people of size? Yes, I do just as I feel for people who smoke, but to some degree they have both choices which impact their lives. Should those decisions impact the "norm"? I say no! Thank you Southwest for sticking to your policies! I also want to thank you for your safety policies and pilot training. . . .it is no doubt why my Burbank to Oakland flight which was struck by lightening many years go landed safely. Your the Best!
RKMK
Explorer C
I love that people are popping up and thanking you for "upholding policy" and protecting them from the evil fat people, whilst being completely unaware of the facts, i.e. that while Kevin Smith is a large man, he was not so large as to require the second seat. He fit comfortably within the armrests and buckled his seatbelt without an extender. You threw off a paying customer, humiliating him in the process, and then had the absolute gall to fatshame the SECOND customer (the woman who shared the row with him on the second flight) by pulling her up and chastising her that she should buy a second seat WHEN THERE WAS ALREADY A EMPTY SEAT sitting between her and Smith. Furthermore, you have not apologized for spreading the lie that Kevin Smith "always" buys two seats. He did this week, just for personal space and convenience, but you had no right to lie and intimate that he frequently buys two tickets because he is otherwise Too Fat To Fly in one seat. Shameful business all around. I hope you at least have the decency to call the woman on the second flight and apologize for your flight attendant's behaviour to her. But you won't, because that woman doesn't have 1.6 million followers on Twitter.
notyourpunching
Explorer C
All you mouth breathers that keep patting SWA on the back? How about actually getting the core facts straight? They ejected someone that should NOT have been ejected - BY THEIR OWN PUBLISHED STANDARDS. They EXTORT MONEY FROM FAT PEOPLE. This is the story. Keep whining about fatties inconveniencing you, and expose yourselves for the douche bags everyone NOW knows you are.
Jared__The_Subw
Explorer C
After hearing both sides I'm gonna go ahead and side with SWA. This guy has bitched for 48 hours about this. Nothing pisses me off more than having a fat ass overlap my seat that I payed $200 for. Yes he may have fit in the seat but I bet he was on the lap of the person next to him. Lose weight people, people say it's in their genes, that's a load of crap, it's in the 4000 calorie Buffett that you eat. It's that Ice cream sandwich. I can't stand fat ass people.
Anonymous2615
Explorer C
The idea that only fat people "infringe" on other people's seats is ridiculous. I've taken around 100 flights in my life and have been made uncomfortable by a fat person one time. HOWEVER, I have been made uncomfortable by men with wide shoulders taking up my shoulder space and arm rest, tall men taking up my foot and leg space or reclining their seats into my knees, etc., more times than I can count. Somehow, people understand that it's not okay to kick off men who take up more than their fair share of space due to their size. What's my point? This is about privilege. Tall people are given leeway, even reseated in nicer seats if possible. I've never, ever heard of a tall person being asked to pay for a second seat or deplane. But for some reason it's okay to mistreat fat people because there are a lot of people who hate someone just because they're fat. Guess what? A person on a plane can no more change their weight then and there than a tall man can change his leg length. How hard is it to retain a seat or two for emergency situations that require an extra seat? That would certainly be a better policy than the one you've got. Also upsetting is the arbitrary armrest rule. The average american woman is a US size 14. At size 16, a woman is technically too wide-hipped for a seat. Because of this, the policy will disproportionately affect women. You're talking about 40% of women fearing to fly with you, or face humiliation. Finally, the "safety" issue is ludicrous. How on earth is a fat person any "safer" in two seats than one? That smacks of new-speak to me. Are you not allowing disabled people now either, in case they block other passengers? Old people? People with babies and car seats? Why is it only okay to hate fat people and assume they cause all the problems?
Anonymous3559
Explorer C
I won't be flying Southwest again, either. I understand you reserve the right to humiliate people at any time. Thanks for making your policy clear.
Alison1
Explorer C
Every person who is complaining here about how they had to sit next to someone who "took over their seat" underscores the fact that the Southwest policy is unevenly meted out. If they can't consistently apply it to people of size across the board, they need to entirely re-evaluate their methods for determining who needs to purchase two seats.
adagio
Explorer C
As others have written, it's the public humiliation that is the problem. I completely agree and I will never fly SW for fear a skinny attendant will decide I'm obese. And maybe I'm the only poor person posting on all these comment sites but I can't afford two airplane tickets. I'm glad Kevin Smith spoke up. People who are overweight have been shamed into silence for a lot of years. The only group of people more despised than the obese are pedophiles. Another article had a comment that obese people (also called "lardy") "shouldn't be allowed to have children." I recommend people who think this way examine themselves and figure out why they hold such hatred for their fellow human being.
Hefty_Frequent_
Explorer C
Maybe I can give away all the free flight reward coupons I have racked up to my skinny relatives. Now I have to worry about being singled out by some over-the-hill STEWARDESS who's own fat ass barely makes it down the aisle. Even though you price point is the best around, I am done with Southwest. Go ahead, make a joke out of this like the arrogant crew members who make jokes out of the safety demos. You guys suck. Gone to fly with Sully...
Jamie_Sullivan
Explorer C
Did I pass out and end up in a country where it's ok to treat people like they are nothing? I completely understand there being a policy on the weight subject. I do understand that its related to safety. However, there is a way to handle situations where there are violations of this policy, and that includes not humiliating them in front of everyone else on the plane. It's just bad form!
Josh20
Explorer C
Southwest, I feel that your efforts here have been very fair. I don't see what the uproar is all about. If someone doesn't fit in one seat, then they just don't fit. It seems clear to me that they should be required to buy and extra seat since they require more space on the aircraft than what they paid for. The bottom line is that Southwest, just like every other airline, is trying to make money. Nobody gets a seat that they haven't paid for, so if you need two then you should pay for two. I don't see this as discrimination in any way, and everyone who has an issue with it should take a second to think through this carefully. Keep being awesome Southwest! You're a classy bunch, and the envy of all other airlines. Keep doing what you're doing.
grace
Explorer C
um...call me jaded, but i don't think anybody has mentioned anything about the fact that mr. smith has a new movie coming out on february 26th. it's called "cop out," and i looked it up on the internet movie database and the film has risen 112% this week. that couldn't have anything to do with all the hoopla about kevin and southwest, could it? i mean, i'm sure the incident happened, it was horrible, some people will NEVER FLY SOUTHWEST AGAIN, blah blah blah, but really, it's great publicity, getting kevin's name out there everywhere just before the movie opens.
PGP
Explorer C
If we're going to make fat people buy two seats, then why don't we make people with poor hygiene buy two seats? I don't want to sit next to a smelly person for two hours. And what about people with colds? I don't want to catch something- better have an empty seat between us. I say we make people with noisy babies buy a whole row. And ugly people buy the back half of the plane. You are on an airplane to get from point A to point B. It is not a spa experience. If you don't like to sit next to fat people, or smelly people, or people you don't know- then YOU buy the extra seat. I bet if it came down to that, skinny people would suck it up in order to avoid the extra fare. If they are truly using the armrests as "guidelines", then they should adhere to said guidelines in EVERY circumstance, and not just eyeball the situation and enforce it when they feel like it. Fat people are not sub-human, they are not sub-standard, they do not have any less rights than skinny people. They are paying customers. And believe it or not, there's more than one option of getting from Point A to Point B. In today's world with all the TSA hassle and economy, Southwest is not even the cheapest or easiest option.
Anonymous912
Explorer C
The policy should be changed to remove the ability of Southwest employees to be subjective on this matter. If you can sit, put the arm rests down, buckle your belt without an extender and your midsection is not spilling over the arm rests (arms & elbows shouldn't be a factor - or the parents of the unruly 10 year old sitting next to me should have to buy two seats because their child can't sit still)... you should be able to fly. If you can fit employees shouldn't be able to exercise their "judgement" on whether or not your a "person of size".
Kat2
Explorer C
I find it interesting that so many people here comment about how fat people infringe on their space. As if flying were a comfortable experience. I have flown next to people who smell bad - their stench infringes on my comfort. I have flown next to drunk people - their inappropriate statements have infringed on my comfort. I have flown in front of tall people - who infringe on my space because their knees are in my back. Do any of these people need to take an extra seat? Or brush their teeth? Or drink sensibly before boarding a plane? No - because it's none of my business what they do with their body. Fat discrimination is one of the only forms of discrimination that is still okay to spout. Even under cover of saying 'fatties can go to the gym'. You have no idea why fat people are fat - it's not all about exercise and eating. And Linda's explanation/apology is no explanation or apology. I will no longer be flying Southwest.
Anonymous3267
Explorer C
Expect some stories in the near future about your corporate (though not in print) policy that encourages staff into humiliating borderline fat people into buying extra tickets. This all sounds like a sickening attempt to increase ticket sales through intimidation and humiliation. Anybody who comments on Kevin Smith should listen to his side of the story via: http://www.smodcast.com/ (this isn't a lame attempt at viral marketing -- he doesn't have sponsors and pays for hosting out of his pocket)
Kit_Harvard
Explorer C
I fly Southwest. I believe that it is the responsibility of the passenger to book an unoccupied second seat if he/she cannot fit into the standard 17" seat space. I fly 4-6 times a month, half of those are international. I can fit into one seat, but at 6'5" and 340 it is tight, so as a courtesy to my fellow travellers I buy a second seat. Many times, at least half, I am asked by the cabin crew to give up my second seat for: passengers that can't sit in their assigned seat for whatever reason; crew members deadheading back to homebase; women that have had a fight with their boyfriend...and so on. On a crowded flight, fully booked, that extra space of mine becomes very prime real estate. Only once did I say no - and that time I was told by the cabin crew that the seat was required for the safety of the flight, so you can imagine that I never said no again. By the way, never once was I reimbursed for the expense of the seat when it was comandeered. The one time I requested it, I was told that I should have not given it up... Travelling while large is not easy. It works both ways folks. Have some compassion for the big folks. I think Kevin Smith did us all a favour by raising this obviously important, and sensitive issue.
adagio
Explorer C
As others have written, it's the public humiliation that is the problem. I completely agree and I will never fly SW for fear a skinny attendant will decide I'm obese. And maybe I'm the only poor person posting on all these comment sites but I can't afford two airplane tickets. I'm glad Kevin Smith spoke up. People who are overweight have been shamed into silence for a lot of years. The only group of people more despised than the obese are pedophiles. Another article had a comment that obese people (also called "lardy") "shouldn't be allowed to have children." I recommend people who think this way examine themselves and figure out why they hold such hatred for their fellow human being.
Anonymous4267
Explorer C
Advice: Look up the word Apology in the dictionary. Then issue one. Then change the way you treat people to include respect.
Zach_Bean
Explorer C
Southwest always does the right thing and that's why it continues to be my airline of choice. Integrity in the airline business isn't commonplace, but Southwest continues to raise the bar by always serving its customers first. Thanks for once again doing the right thing.
Jojo
Explorer C
Ok so being a big girl here are my 2 cents (yes even though I'm big I'm only putting in 2 cents rather than 3 or 4) I'm not against the fatty buy 2 seats policy, however, this all could have been avoided at the ticket counter. The public humiliation aspect could have easily been avoided. Sorry skinny folks but even though you seem to think that our fat has absorbed our ability to feel, you are sadly mistaken. We actually do have feelings. It's ok to sit down, I know this may come as a shock to you. We don't need you telling us to run marathons or quit eating, we're aware what fat is, where it comes from, and how to get rid of it. Don't forget, being skinny doesn't mean you're healthy. I've purchased 2 seats before, and have still been subjected to public humiliations reguardless. This isn't about refunds or policy. This about common decency and SW lack thereof. Don't apologize if you have no idea what your apologizing for. It's insulting.
Skinny_Minny
Explorer C
Thank you Southwest! A man who is morbidly obese chooses to make a scene because his choices put the rest of us in danger and there are those that defend him; a sad state of affairs for our world. I wish you'd charge ticket prices based on weight. Weight influences fuel costs and what size the seat needs to be. Airlines should put in larger seats and charge a premium for them, with a nod towards weight. I don't enjoy sharing the seat that I paid for with someone who is overweight (and generally sweaty) yet because the United States in increasingly fat and unapologetic about their lack of interest in leading healthy lives, frequently I am doomed to be in that very position. I wish more airlines followed your safety policy. My friends and I WILL be flying your airline.
Jason_O_
Explorer C
As a customer of Southwest Airlines for many many many years now and as a fat man, I have to say that I have NEVER experienced any problems flying on Southwest. There are times in flying why I am nervous in flying that I will make the person sitting next to me uncomfortable in there flight. With SW seating policy I always make sure that I check in online at the earliest time possible so I can get the A row. Then I try to get a emergency exit row seat. (MORE ROOM) Not only and I heavy but I am tall. I have had to sit in other seats and it just can not be done. I am to tall not fat. I will fly SW always and say to MR Smith that you just had a bad experience. But i will say that SW response it not enough.
Anonymous2038
Explorer C
I would defintley never use your airline after hearing this story and we were planning a trip to Vegas this year. I am overwieght too at 240 lbs and can easily fit between the seats and do the seat belt up, but I would not risk the embarasment from your obviosuly inept employees if they singled me out uinfairly like they did to Kevin Smith
David10
Explorer C
Good job Southwest. Nobody likes to sit next to a big person. This is another reason to fly Southwest keep up the good work.
Angela_Vermilli
Explorer C
These threats of taking business elsewhere..after you pay the extra seat charge and the baggage charge and the seat selection charges...you'll be back flying Southwest....it is not discrimination..it is passenger safety!
Barbara_Watson
Explorer C
Don't you love all the bigotry and hatred people feel free to spew about this issue? A lot of hate freeflowing. And a lot of "normal sized" people who are nevertheless very, very ugly human beings. The issue isn't whether or not SWA had the right to enforce their size policy. It's HOW they did it. No one should have to share their seat with another passenger and the airlines have both a right and a responsibility to ensure the safety and comfort of all their patrons. However, there is never, ever a good reason to publicly humiliate a customer (or any human being, for that matter). If it's necessary to have a large patron prove they can fit in one seat, provide a private place for them to do so. Trust me: as someone who used to be very large and is now "normal" sized (and normal for US women is a size 14 incidentally--not tiny), I would gladly have taken advantage of an offered private "test" rather than risk a public humiliation after boarding. And if a gate agent decides to board an obese passenger in the ONE available stand-by seat, then they need to live with that decision in the absence of a complaint from another passenger. The policy isn't the issue; the enforcement is. Stop being jerks and realize this airline that many of us (myself included) really like and patronize also really blew this situation--and demand that they better train their crews to make sure it never happens again.
Anonymous1934
Explorer C
Thank you for following policy! I fly Southwest often and will continue to do so.
Pam3
Explorer C
I have been following along since yesterday when SWA tweeted about Mr. Smith. I went to his website immediately to find out who he was. Interesting that he has a movie coming out later this month. I believe he seized this opportunity to make a lot of noise, not because he was truly offended but because he knew if he got loud and obnoxious he might get tons of press. If you calculate the number of his twitter followers and SWA's twitter followers, you've got a big number. Add to that number all of the people who have seen the news stories and you've got an incredible amount of press that an indie film release just can't buy. Coincidence? I don't think so. Mr. Smith probably wouldn't have gotten the same response from another airline. I think he chose SWA because he knew they would care and attempt to make it right. I hope he never flies SWA again. That way I will never have to bump into him. It's not about the fat issue. It's about press for his movie. You know what "they" say... any press is good press.
Shaun1
Explorer C
Business owner of 100+ employees - Just cancelled 16 flights with Southwest for month of March. Good luck Southwest.
Anonymous2038
Explorer C
I would defintley never use your airline now after hearing this story and we were planning a trip to Vegas this year using your airline. I am overwieght too at 240 lbs and can easily fit between the armrests and do the seat belt up, but I would not risk the embarasment from your obviosuly inept employees just in case if they singled me out unfairly like they did to Kevin Smith.
erin
Explorer C
Dear Southwest Airlines, Sometimes a person and/or a society can only take so much of something and then there is something that becomes "the straw that broke the camel's back"! I'm 33, female - and hate to admit this, but I'm overweight...fat...**insert whatever term you like** I don't think you could ever realize how sensitive an issue this is for a person that has been dealing with these issues all their lives. I believe if there are rules in a certain weight and the number of seats involved then there should be SOME SENSITIVITY TRAINING IN HOW TO HANDLE SAID RULES!!! It's like a woman being around crude jokes, gay people being singled out and called nasty names, men being objectivified.... there are all kinds of discrimination. It has nothing to do with whether or not a person has or NEEDS 2 seats. It has to do with that person being allowed on the plane and then removed in front of 200+ people. For me, that is a moment I would die of embarrassment from. My heart broke hearing about the woman that flew with Mr. Smith's flight home that had it sugested that she purchase 2 seats in the future. There has to be a better way of addressing this. Let's face it people.... flying in a plane is not comfortable. Also, let me address - you may not like sitting next to me on a plane, but maybe you smell - my point...we all have issues and if you smelled I don't think it right for you to be called out on a plane full of people....or possibly moved. This issue is very sensitive to me. It had never really crossed my mind, but glad my attention was brought to it. I would be the unknowing woman getting pulled from the plane. I can fit in the seat and all - who makes the judgement of who is too fat for their plane. I suppose next Southwest Airlines will have us take off our shoes and jump on a scale while we're at it!!! Seriously, I feel like that's where we are. Frankly, unless a different statement is released from Southwest than the one I just read - I won't be flying Southwest anymore! It's the principle people!! It's customer service and common sense. Maybe people like me do need 2 seats, but have a little respect for how you handle the matter and if more than 1 person let me on the plane - I should have passed your TOO FAT TO FLY test!!! Awful - just awful!! Shame on you Southwest Airlines and shame on all the people complaining about having to sit next to overweight people. People are people.... people have feelings and should be treated according!! I guess this is big business and who cares about people's feelings. It's not about getting money back - you can't take back a moment like that - it's there - like a scar.... No more Southwest for me.
Bork
Explorer C
I think what a lot of your readers are failing to notice, is that Mr. Smith was able to sit comfortable in one seat with both arm rests down, and seat belt buckled without an extender, and not interfering with either passenger on his sides.... the elitist attitudes being displayed by many here is just sad. If they had read the entire story they would see that Mr. Smith was not going against the airlines policies, and he is not questioning those policies, just the judgment used to enforce the policy that affected him personally, and one other person on the eventual flight he was able to take. most Americans are portly, large, husky, overweight, etc, but can still fit just fine in those seats, and for so many of you fascists out there who think like this poor excuse for human: "I for one appreciate Southwest's efforts to make flights comfortable for us normal sized folk who may have to sit next to exceedingly overweight individuals. It sounds to me like Mr. Smith is not only being unreasonable (it was his choice to try to fly standby on an earlier flight) but is acting like a spoiled kid, or else just using this to drum up attention for himself . Don't apologize too much, SW." Hornman — Mon, 02/15/2010 - 19:08 Get a grip with reality. That's a very Nazi-esque attitude to have.
A_Customer_of_B
Adventurer C
Another half-assed apology with the subtle hint that Kevin couldn't fit into the seat. He had both armrests down, Southwest Airlines! Way to make a huge issue out of absolutely nothing. I won't ever fly Southwest Airlines. F--- Southwest Airlines. F--- them up their stupid asses. KS - Much love from Rt 36.
Wild_Dan
Explorer C
"Although I’m not here to debate the decision our Employees made... " Well then, in all due respect you shouldn't have posted this. It's Smith's point that the decision was WRONG, and that he was well within your OWN limits. If you're just here to make a boilerplate PR excuse, then it's a waste of time. Very insincere, and mostly an attempt at damage control ONLY because you messed with a famous person who won't stop talking about your company's poor policies and decision-making (which you won't "debate"). Please, the corporate ass-covering is so transparent here.
Amanda1
Explorer C
This "apology", while slightly better than the "not so silent bob" posting, is still not an apology. How about owning the actions of the employees? I for one will never fly southwest again. While I can easily fit in one airplane seat, I could certainly stand to lose a few pounds, and I don't want to be the one to be singled out and ridiculed like the poor woman who sat next to Kevin on the flight he did finally take home.