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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
Chris_R_
Explorer C
While I am not happy that Southwest's employees on the ground fumbled here because it does call into question the judgment of those on the ground, these people that are are overworked, overstressed and underpaid. I still hope to fly Southwest soon for my family vacation, I have been flying on Southwest for almost 10 years and have so far enjoyed it. I hope to see Southwest continue to improve their customer relations, and communication with the public. To Poster: Rick that I copied below, Sir I am 6'1" and 330 lbs I run a mile in under 12 minutes. I also take pride in checking my spelling and grammar before I hit submit. Helps people take you serious. "Thanks, I've sat next to seem really fat people on airlines. I appreciate you enforcing this for us all! If anything, I think most people should be required to run a mile in under 15 minutes to fly southwest. Can we get this imposed? Rick — Mon, 02/15/2010 - 18:58"
Anonymous3899
Explorer C
I honestly can't believe that this type of discrimination is accepted by our society. Would people be accepting of racially separate airlines?! I think NOT!!! Kevin Smith may be the Rosa Parks for fat people - and kudos to him! I can't believe that people are actually supporting SWA and this ridiculous regulation! I am disgusted at how he was treated. Large people are people too! Would a dwarfed person be treated like this?! I will NEVER fly SWA and it has everything to do with fair treatment of all people - fat, thin, white, black, short, tall.
Anonymous2127
Explorer C
Last year I sat in a middle seat in coach next to a nice but very large man. He took up his seat and at least a third of mine. The coach seats are unbearably claustrophobic as is and I fly much, much less these days due to this (as well as the new fees, late schedules, etc.). It's only fair to have a policy where an obese person must pay for two adjoining seats.... although this should be determined before they board the plane...
A_Customer_of_B
Adventurer C
These comments make me sick. Look at all the vitriol that is being spewed towards the "people of size". Only in America is it still okay to discriminate against the "people of size". I read one statement that said in summation that "fat people should stay home, lose weight, then join the human race". WTF? So now these "people of size" are no longer human? Do you see the BS your discrimination is causing Southwest? Your company should be ashamed. Who gives a flying f*** how long your policy has been in place? You know what that means? It means your policy is WAY outdated. Get with the times. If you are going to arbitrarily charge "people of size" a second seat, then you need to charge others as well. The "person of smell" needs an extra seat. It's not comfortable sitting next to a person who reeks of body odor, cigarettes, aftershave, cologne, or perfume. It's also a safety issue. The stench can make you tear up and not be able to exit the plane in case of emergency. You need to charge "people of age" for a second seat. It's not comfortable sitting next to an old person, because their canes get in the way. Do you think a "person of age" could get off the plane quickly in an emergency? BTW, how does a second seat suddenly make a "person of size" able to get off the plane quicker? In your ancient way of thinking, wouldn't they still be fat and slow? It's amazing how that extra cash, makes everything go away. Southwest, just admit you ate gouging the "person of size" because there are no laws prohibiting it. You can't pull this on blacks, gays, Jews, or handicapped people because there are laws. Unfortunately in this country the "person of size" is the last group for which it is still okay to ridicule, humiliate, and discriminate against. Read some of these comments, you'll see what I mean. Southwest, farewell. I am through using your company for anything, until you change your discriminatory practices.
A_Customer_of_B
Adventurer C
These comments make me sick. Look at all the vitriol that is being spewed towards the "people of size". Only in America is it still okay to discriminate against the "people of size". I read one statement that said in summation that "fat people should stay home, lose weight, then join the human race". WTF? So now these "people of size" are no longer human? Do you see the BS your discrimination is causing Southwest? Your company should be ashamed. Who gives a flying f*** how long your policy has been in place? You know what that means? It means your policy is WAY outdated. Get with the times. If you are going to arbitrarily charge "people of size" a second seat, then you need to charge others as well. The "person of smell" needs an extra seat. It's not comfortable sitting next to a person who reeks of body odor, cigarettes, aftershave, cologne, or perfume. It's also a safety issue. The stench can make you tear up and not be able to exit the plane in case of emergency. You need to charge "people of age" for a second seat. It's not comfortable sitting next to an old person, because their canes get in the way. Do you think a "person of age" could get off the plane quickly in an emergency? BTW, how does a second seat suddenly make a "person of size" able to get off the plane quicker? In your ancient way of thinking, wouldn't they still be fat and slow? It's amazing how that extra cash, makes everything go away. Southwest, just admit you are gouging the "person of size" because there are no laws prohibiting it. You can't pull this on blacks, gays, Jews, or handicapped people because there are laws. Unfortunately in this country the "person of size" is the last group for which it is still okay to ridicule, humiliate, and discriminate against. Read some of these comments, you'll see what I mean. Southwest, farewell. I am through using your company for anything, until you change your discriminatory practices.
Heather111
Explorer C
Customers, regardless of size, should be treated with courtesy and respect. A business that values its customers does not humiliate a passenger. At no point should their personal travel information or practices be published online or made available to news media. I'm not a Kevin Smith fan. I'm just a woman who cannot imagine how embarrassing and undignified it would be if I were ever asked to leave a flight. I'm not overweight, but I am 6 months pregnant. How easy it would be for one of your employees to deem me as the next customer asked to leave a flight. For all of your poor PR responses to this whole situation, your lack of empathy, or even the ability to admit that you may have been in the wrong, you have lost me as a future customer. Sincere apologies don't have a "but this is why I did it" at the end. Sincere apologies don't require you to justify your actions. Sincere apologies simply admit that a mistake was made and offer remedies to avoid similar situations in the future. Sadly, that's all it would have taken to avoid this whole controversy in the first place
Steve_T_
Explorer C
If Kevin fit comfortably in the seat and the other passengers in his row verbally agreed that they had no problem with him sitting there then this whole situation revolves around employees making unfair calls on certain individuals. If the pilot did found some discrepancy in Kevin's arrangements, he should have personally confronted him about it. All Soutwest air is doing is issuing the same PR crisis statement over and over again. We want to hear the exact reasons for this situation. We want to know what problem the pilot had. We want to know what danger this was causing. You can't tell us any of those things, because none of them exist and you think issuing vague apologies will save your asses from the public backlash that is currently befalling you. Think again.
Anonymous544
Explorer C
Southwest, please do not apologize for doing your best to ensure the safety and comfort of all of your passengers. Normal sized people do not feel comfortable or safe when a fat person next to them is infringing on their space. I applaud your airline for respecting the rights of normal sized people and not falling for the "discrimination" line of fat people who do not take responsibility for themselves. Maybe you should make all the fat people sit next to others with very bad body odor so they can have the same discomfort and intrusion during their flight. Anonymous — Mon, 02/15/2010 - 21:48 are you kidding me? this is discrimination considering the average size of people nowadays. why try to cram as many people as possible onto a plane? i am between average and fat and still was a little snug. it's about the bottom line and nothing else. and not all people are fat because they can't take care of themselves. personally, my size is from an accident. i know people who have thyroid problems. everyone has a right to travel by plane. and if you don't like fat people, then go hole your ignorant self up in a wall or take a walk in the shoes of someone like myself that has medical issues that causes me and many other people to be overweight in varying degrees.
Anonymous1764
Explorer C
One thing that keeps jumping out at me in these comments is people saying they've had to sit next to large people on Southwest flights and it sucks. So apparantly Southwest picks and chooses which fat people to humiliate? How do they decide?
Southwest_Airli
Explorer C
I fly frequently and will make sure I never book a flight through Southwest Airlines because of this incident. I'm not even a fan of Kevin Smith, and am not nearly as big as he is, but the thought of dealing with a customer service-based company treating its customers like animals in such a blatantly rude and humliating fashion is enough to ensure I will never be one of your customers. The fact that you have yet to offer a legitimate apology or admission of guilt regarding this hideously inappropriate behavior seals the deal. Enjoy never seeing even one of my dollars.
Anonymous1433
Explorer C
That was a non-apology Linda. You're still blaming his size when it's clear that he met the requirements of the lowered arm rests and buckled the belt with an extension. That nebulous mistakes-were-made kind of answer won't cut it here. As Mr. Smith pointed out, if you treat a well-known celebrity with a million and a half Twitter followers this way, imagine how you treat the average person who has a problem with your service. You're just digging the hole deeper. Offer an unconditional apology, with no caveats and qualifications, and then rework your policy. That fact that it's been in place for 25 years just shows how out of date it is. Wake up, before you lose more than you can survive. Sincerely, AverageHeightAverageWeight Guy, with a couple fat buddies.
Anonymous2285
Explorer C
I'm sick of fat people imposing themselves on the rest of us. If you are fat, sorry, but you KNOW you are fat. If you don't want to be embarrassed at takeoff, buy the extra seat in advance. Why should you get to take up part of my seat which I PAID for? I don't get a discount if a fat person sits on my lap, and just because Kevin Smith is famous, he shouldn't get to infringe himself on me. After all, if anyone can afford the extra cost of the seat, he can.
Thomas_Coleman
Explorer C
You missed the point. By clinging to the "To fat to Fly" excuse your apology means nothing. Kevin only accepted your apology because the admitted wrongdoing and then you turn around and spout the same PR Bull. It is sad that you can't admit you where wrong. This isn't going to end well for you.
Anonymous3100
Explorer C
Those who keep referring to themselves as "normal people" who should not have to sit next to someone who is overweight would do well to remember that 66% of adults in the United States are overweight. Not only are we normal, we're the majority. And we're paying customers, just like you. We deserve to be treated with dignity and respect. The facts are simple. The policy is that a passenger is fine if the armrests can go down. Kevin Smith's armrests went down. Southwest Air should enforce its own policies correctly. If they're not going to do that, they should expect paying customers to take their money elsewhere.
Jojo1
Explorer C
I think this is disgusting and I think the attorney that was on tv for Southwest needs to stay off TV because it is damaging any attempts to resolve the issue. This is absolute disgusting and I believe the ACLU should step in at this point. I don't believe SW descriminates or mocks and handicap passengers. Maybe we should start asking mothers with children who do tend to cry to not board. How about SW ask all of their customers to fill out a survey and just refuse boarding to any customer who has a compulsion, disorder or addiction? This is disgusting...I've learned this nasty side of SWA when they actually had the gall to air their mistreatment of people on the A&E show airline. I refuse to fly SW and will always refuse. I am a plus size gal, and I have flown AirTran domestically and they have been nothing but curteous and accomodating. I hope SW goes out of business...it would be just desserts...no pun intended...or was it?
Anonymous4006
Explorer C
Perhaps the "Flying Fatties" feel that people who fit into 1 seat should be required to buy 2 seats if we don't feel like being sat on.
Cakes__the_mons
Explorer C
If a large person is spilling over into my seat you will kick them off? This is excellent! What about children kicking the back of my chair. Too much to ask? BUT, it forces my seat to bounce forward and therefore invades the space I PAID for. You'll remove them , yes? Good. Crying babies make noise pollution and by god I want a peaceful flight. I paid good money and should have a perfect experience. We can just toss them out the airlock mid-flight. Oh, don't forget old people! They smell bad due to death at a cellular level and they mustn't offend my nose. Just throw them in the baggage area. It doesn't matter if it was a safety issue or another passengers space. He fit in the seat. He met all the criteria to be on the flight! Don't you people get its about our rights. Any of you could be thrown off for any reason even though you are a paying customer. You don't think so? They aren't following their own guidelines, so what is going to stop them?
Tamson_Smith
Explorer C
I've been reading about this for a few hours now and have now purchased my tickets to Florida on another airline. My husband is 6'6" and his shoulders encroach on the person next to him (usually it's me, but I married my giant and don't mind being encroached on). SWA would NEVER ask him to leave (or is that to come?). This story is appalling and the insensitivity you showed to Mr. Smith and the young woman sitting in his row on the follow-up flight was enough for me to take my business elsewhere. We have flown SWA almost exclusively in the past three years, but no more.
Sean_Perkey
Explorer C
As a fat person maybe I'm starting to understand this policy. A lot of proponents of the "throw fatty from the plane" rules claim that it's a "safety" issue as well as a comfort level. They live their thin, fariey tale lives with the single burning fear that if lord forbid one of "those" people might happened to slip past the airline's gestspo somehow throwing the planets out of alignment in such a way that would cause that particular plane to crash. And then if they were fortunate enough to survive the impending carnage they would then surely die anyway becasue some portly gent with a gandular condition may have become wedged between their arm rests somehow blocking the only exit. OH DEAR GOD!! BAN ALL FAT PEOPLE FROM PLANES! a comforting policy that presupposes that your plane will crash! Ok, switch it up. Change fat to old...or pregnant...or disabled...or affraid of flying and may not be able to move in an emergency situation because of debilitating fear. OH GOD BAN OLD PEOPLE, PREGNANT PEOPLE, DISABLED PEOPLE AND THE NERVOUS. I'm starting to like this banning people thing. The only thing I regret is that I'm too fat to join all of the perfect people on your Magical Fantacy Plane. Maybe they'll let me on a cruise ship if I don't make any sudden movements that may capsize the thing. I'm off to practice walking softly. Oh and something you may not have thought of...I consider myself a fantastic flotation device. Your loss.
WilliamW
Explorer C
Wait, this is suppose to make me feel better about flying southwest??? You expect me to feel good that your gate attendants can come on to a plane and lie about me in front of the rest of the passengers about who and why I am being removed? You think that saving face for the gate attendant is worth more than the basic human dignity of your customer? Southwest may like my luggage, but your actions have shown that you do not care one bit about your customers.
victoria333
Explorer C
Thank You Southwest. I have been flying Southwest for years, I love your service and good cheer. No one likes sitting next to an oversized passenger flowing onto your seat. Americans needs to take a proactive approach to their own health care, the FDA needs to stop subsidizing corn bi-products like corn sucrose and airlines should not be asked to carry this weight on their shoulders, or seats. Love flying Southwest.
Travis_B_Indian
Explorer C
I applaud Kevin Smith for his actions. The people he sat by did not complain and he did not qualify for their two seat rule. His seat belt buckled and his arm rests went down and HE DID NOT protrude into the other seats. Its great they have a policy but it needs to be enforced correctly and consistently. Like an earlier commentor said deal with this before boarding, not to be wird but amusement parks have seats for certain rides at the beginning of the line to see if people can be accomadated on them. Why can't Southwest have a special room out of public eye with a row of seats to personally check to see if the said person needs two seats to fly. Personally I am not overweight, but most of America is bottom line cater to your customers and don't try to keep twisting the truth. Bravo Kevin I only hope other airlines will not make this mistake as personally I think Suthwest has ruined themselves.
Kevin__not_THAT
Explorer C
It's clear that many would rather scream, "Lose weight, fatty!" over considering the fact that Mr. Smith DID fit within the seat he PAID for and was able to buckle his seat belt WITHOUT the use of an extension. Southwest Airlines continues to hide behind corp-o-speak and refuses to acknowledge the truth about the events of that evening. It's also saddening that there are so many people quick to insult the MAJORITY of people that cannot easily squeeze into the VERY SMALL airline seats. Unless you're under 5'10" AND weigh less than 175 pounds, standard (non-first class) airline seating is RIDICULOUSLY small and uncomfortable to even a "normally sized" individual.
Shanna_R
Explorer C
If this whole situation is about peoples weights then Cindy is right and they should address the problem right at check in. They have scales right there to weigh the bags, might as well get the people to step on and make sure they are under the weight requirement to fly. Better yet, when you are buying a ticket online there should be a spot to enter how much you weigh so that you don't have to waste the money and buy a ticket and then get to the airport and be told that you are too fat and can't go. Rick -the running a mile thing made me laugh, thanks for that. Should they have the treadmills right there so you have to prove you can do it and then get on the plane all sweaty and sit next to you? Fat people don't actually consume more fuel, most airlines ship cargo on their passenger flights because they actually make more money on that then passengers themselves so they are using the same amount of fuel either way. On the balancing the weight of the plane comment, before a plane is even loaded the weight and balance is calculated for the pilots. Yep, we sit at a computer and punch in numbers to tell us how to load everything. Airlines use a standard winter and a summer weight for people. As far as safety- what about the small children and elderly? Those could be safety issues if the plane has to be unexpectedly evacuated. In most cases if there is an real emergency though, you probably won't be getting off anyways. If this is all about comfort-what about the person with body odor, annoying cough, snores, has small crying children or just won't shut up? Just because someone is "normal" sized, whatever that means, doesn't mean that they are making the flight comfortable for other people. And yes, I am overweight but am working on losing it.. It doesn't happen overnight! I don't fly commercially though, so don't worry NORMAL sized people, I won't impede on your space when you are flying like cattle on SWA.
Anonymous2285
Explorer C
I for one am glad that all the fat people are boycotting SWA. Now I'll get to sit in the seat I paid for by myself. I'm tired of them sitting in my seat, which I paid for. I don't care if I'm flying for 55 minutes or 5 hours and 5 minutes. I paid for my seat, and the only person who should get to sit in it is me.
Anonymous592
Explorer C
So what exactly is this 25 year old policy? Was it written before or after you shrunk seat sizes to get more revenue? Does this apply to tall people who's legs infringe on my space because they can't fit under their seat? A woman can fly with a kid up to two years old on their lap for free, but a larger person needs another seat? Let's be honest here and make a policy that is fair to everyone. You talk about passenger safety, but you will roll in someoen on a wheel chair and strap them in to a seat - they can't move or get out on their own, and they block the aisle so I can't safely get out of my seat in an emergency either. However, this is okay according to your policy. Where is the justice? With society the way it is today, and the weight of Americans at a high, why not just make a few rows of larger seats on each plane and charge a bit more for them. Set a weight limit and make people over x weight or x height buy those wider seats with more leg room. If you need extra assistance getting on the plane, charge more, if you have a kid on your lap, force them to buy another seat. Just be fair on all parties and treat everyone the same and you will get a lot more respect fro your passengers.
Anonymous592
Explorer C
So what exactly is this 25 year old policy? Was it written before or after you shrunk seat sizes to get more revenue? Does this apply to tall people who's legs infringe on my space because they can't fit under their seat? A woman can fly with a kid up to two years old on their lap for free, but a larger person needs another seat? Let's be honest here and make a policy that is fair to everyone. You talk about passenger safety, but you will roll in someoen on a wheel chair and strap them in to a seat - they can't move or get out on their own, and they block the aisle so I can't safely get out of my seat in an emergency either. However, this is okay according to your policy. Where is the justice? With society the way it is today, and the weight of Americans at a high, why not just make a few rows of larger seats on each plane and charge a bit more for them. Set a weight limit and make people over x weight or x height buy those wider seats with more leg room. If you need extra assistance getting on the plane, charge more, if you have a kid on your lap, force them to buy another seat. Just be fair on all parties and treat everyone the same and you will get a lot more respect fro your passengers.
Mike_Jones
Explorer C
People who are claiming they will not fly Southwest because of this incident are merely angry flabulous people who are adept at throwing their money out the window. I am a supporter for the underdog if they have been wronged and here it is southwest who is getting bad PR despite that they tried to fix the sitch, they even refunded back Kevin. SWA is always cheaper and better airline then the other major airlines. Unless you have unlimitd $ to fly on a private jet or in first class, SWA is the best economy plane for your money. They don't charge for baggage and always have friendly employees and always try to please you as much as htey can despite the difficulties of airport stuff in general. I mean, hell, if you lost baggage or had a complaint with another airline liek United or Delta, see what they will do.. they will give you the run around and be rude as if it is your fault. Atleast SWA addresses issues head on and tries to fix them while running things in a much better manner then other airlines consistently but of course they have to stand by their company- it is only their business! 🙂 I fly them all the time and will continue! Thanks for the free drink vouchers when I fly a a few flights, SWA! They come in handy!
Anonymous592
Explorer C
So what exactly is this 25 year old policy? Was it written before or after you shrunk seat sizes to get more revenue? Does this apply to tall people who's legs infringe on my space because they can't fit under their seat? A woman can fly with a kid up to two years old on their lap for free, but a larger person needs another seat? Let's be honest here and make a policy that is fair to everyone. You talk about passenger safety, but you will roll in someoen on a wheel chair and strap them in to a seat - they can't move or get out on their own, and they block the aisle so I can't safely get out of my seat in an emergency either. However, this is okay according to your policy. Where is the justice? With society the way it is today, and the weight of Americans at a high, why not just make a few rows of larger seats on each plane and charge a bit more for them. Set a weight limit and make people over x weight or x height buy those wider seats with more leg room. If you need extra assistance getting on the plane, charge more, if you have a kid on your lap, force them to buy another seat. Just be fair on all parties and treat everyone the same and you will get a lot more respect fro your passengers.
Anonymous1415
Explorer C
My god you guys suck at apologyzing.... I'd bet you have a steep dicline in customers from now on.. Just own up to your mistake... I mean, all Mr Smith wants is an apology. Is that so hard? He even said he'd sign an effing document saying he'd not sue you bastards.. (allthough he ought to)...
Anonymous3506
Explorer C
Really? From Oakland to Burbank? And who wouldn't want to sit next to Kevin Smith? Did you try a simple roll call? "Who's willing to sit next to the fat guy?" Playground politics might have saved a lot of face and PR dollars.
Vicky111
Explorer C
i like that so many of the negative comments are from "anonymous" - i guess that's the great thing about the internet. everyone can talk sh*t because they don't have to say who they are. anyway, i'm a HUGE kevin smith fan (pun intended) but i agree that at this point he's just being a baby. i think southwest has done everything they needed to do to put this issue to rest. you haven't lost me as a customer or a follower on twitter.
Anonymous4458
Explorer C
Way to not address the issue! This is the longest non-apology I've ever seen. Bravo, spin doctors.
jumpingjimbo
Explorer C
The real issue is someone is not telling the truth. Either it is SWA or Kevin. If Kevin is willing to sit in a SW plane seat and prove he can do up the buckle and put down the arm wrests, and SWA doesn't want to take him up on the offer, well . . . . Maybe it is time to set up a Facebook group to show our support for Kevin, or at least our displeasure at SWA.
Vicky111
Explorer C
i like that so many of the negative comments are from "anonymous" - i guess that's the great thing about the internet. everyone can talk sh*t because they don't have to say who they are. anyway, i'm a HUGE kevin smith fan (pun intended) but i agree that at this point he's just being a baby. i think southwest has done everything they needed to do to put this issue to rest. you haven't lost me as a customer or a follower on twitter.
Anonymous1831
Explorer C
So does SWA offer refunds to all the overweight customers that are removed from planes? I mean how does refunding a $150 ticket and offering a $100 credit voucher to a famous/wealthy director solve the problem. I'm pretty sure that ticket refund and credit voucher doesnt put a dent in Silent Bob's pocket book. I say you change your policies and implement a more practical policy and hire Kevin Smith to star in and/or direct a commercial for your airlines and spray paint a poster of Cop Out on one of your planes. Now that would seem like a reasonable apology!!!
Anonymous3018
Explorer C
It is a shame to see a great company like Southwest speak out of both sides of their mouth. The pilot had nothing to do with the decision, and he wasn't thrown off the plane for his girth, rather Southwest needed to find space for other passengers and it was a "Last on, first off" decision. The fact that Southwest and their mouthpieces can't own up to that fact is pathetic. Your apology is phony, and I and my large family will never fly Southwest again. OWN UP TO YOUR MISTAKE INSTEAD OF HIDING BEHIND POLICY!
Anonymous1844
Explorer C
Oh god, there's too much to read here. But bottom line - I can't believe anyone flies Southwest to begin with. It's the damn city bus of airlines. I don't care if this guy is fat, they charge fat people ten times the amount. I just would never fly Southwest because it's a horrible way to fly. Geesh. (Though the other airlines aren't far behind...flying is so hideous now that I'd rather go by canoe.)
Anonymous3644
Explorer C
Add this 'normal sized' person to the list of those who'll never use your airline again. See ya.
Anonymous2988
Explorer C
I have had the pleasure of 'sitting' next to a person that extended beyond the arm rests, and made no apologies for the passengers on either side being forced to have less seat than paid for. The flight was full, and the SWA crew recognized the problem, and let me 'stand' at the rear of the plane instead of half on half off the seat. Besides, they needed the walkway to be clear. So while I sympathize with a person not fitting the seat, their rights end where mine start. Sorry Smith, next time stay on the flight with two seats and we will all be happier. Thank you SWA or enforcing your rules for the benefit of the majority.
Goony
Explorer C
I think it's funny how all of the fat people who are responding to this are pretending to have feelings. Everyone knows that fat people aren't really human and therefore, can't convey human emotions. Can't the fat people just go in the cargo hold or something?
H__Emily
Explorer C
No dice, Southwest.
Fly_the_Sky
Explorer C
-First of all, with all the money Kevin has, why the F*** is he flying the cheapest airline? Shouldn't he have his own jet or something? -Secondly, Look at the guy in a RECENT photo. There is no way he could fit in a regular seat with the armrests down, still be able to buckle and unbuckle the belt, and open the arms without encrotching on another passenger's seat. The armrests were not made to be used as GIRDLES! -Thirdly, anyone that believes every word coming out of "Silent Bobs" mouth as gospel must be smoking the same stuff he is, and eating the same number of twinkies when he gets the munchies. He is/was angry and now he is venting on Twitter because he is a hot head. What does he expect to get out of this? Money? A bigger seat? A free week's worth of Weight Watcher's food? -Fourth, anyone on here saying they are not going to use Southwest anymore due to mr. smith's outrage is a complete liar. Southwest has some of the best prices for airfare around, no charge for baggage, and the most polite staff I have had the pleasure to fly with. If Kevin is cheap enough to be flying Southwest regularly, he is not going to want to pay a few hundred dollars more to use another airline, and neither will any of the other idiots claiming that they will not fly Southwest.
Anonymous1597
Explorer C
What's the difference between someone that takes up more space then the puny seats allow because they are overweight or someone like me who is 6'5" and has to spread open my legs to fit behind the seat. Airlines need to wake up and adjust seating for a larger public. Most airlines suck but none more than this one. I have taken my last flight on SW and have restricted it's use at my co of 72 employees! SW IS SO WRONG WITH THIS POLICY. Can't believe a co justifies actions cause it been policy for 30 years. I hope Kevin Smith tares up these insensitive corporate dirtbags.
Jack_Collins
Explorer C
Wow, he fit in the seat, you remove him from the plane, you lie about it, and are now laughably trying to save face and still don't admit your fault... seriously... I will never fly SWA again because of how horribly you've handled this incident. Shame on you and your lies.
elizabeth_matti
Explorer C
SW I love your airline and all the employees you have. Im a dedicated customer and will continue to be. Its funny how most of the comments that have cuss words or are negative are written by "anonymous". Grow some or dont write anything at all. If you know anything about the airline industry SWA is the most friendly, accomodating, and affordable airline. Air travel is not a constitutional right. No one owes you anything Kevin SMith. If you dont follow the rules of a business they dont have to serve you. Just like I dont have to spend money oin any of your ridiculous, crass films. BTW, Chasing Amy sucks
Anonymous2117
Explorer C
The comments here show very clearly that discrimination against the overweight is alive and well.
Anonymous2117
Explorer C
The comments here show very clearly that discrimination against the overweight is alive and well.
Shawn1
Explorer C
Absolutely pathetic. Continuing to quote your "25-year-old policy" that is COMPLETELY IRRELEVANT to the actual situation. Under your own "objective" measures (the seat belt, armrests, etc.) he did not need, nor should he be required to purchase a second seat. The piss-poor decision by the employee whose "quick judgment call that he might have needed more than one seat for his comfort and those seated next to him. " was WRONG. Period, full-stop. To keep up this BS by quoting your policy that large customers should purchase two seats is a pathetic attempt to both change the subject off the horrible customer service you provided and a seriously childish attempt to try and be "right" no matter how obnoxious you are in doing so. It's like the saying "you'd rather be right than happy". Apparently you'd rather be right than customer-friendly. Given the FACT that he could fit in a seat, armrests down, not causing discomfort to the passengers next to him there's NO CALL to continue to quote the company policy in those situations. In this specific situation, this policy DOES NOT APPLY. It'd make just as much sense if you tacked on a paragraph about a policy of removing a person from a flight for being drunk and belligerent, or for having TB. I wish all those cheering you on, piling on with their own horror stories, and defending the policy in general would understand that this isn't a fight over whether that policy is right or wrong. What this is about is a customer who was seriously wronged by your employees, and the (ongoing) attempt by your company to refuse to admit you were 100% wrong.
Anonymous1441
Explorer C
Seriously...this guy is looking for attention. If he knew he had purchased 2 seats for his original flight..then it was no surprise to him that if only 1 seat were available that he wouldn't be able to fly on that flight..he was "standby"..meaning if a seat ( or 2)were available...this guy seems to like controversy...just because his name is well known in his field of work doesn't make him any different from any other passenger...how does one approach this situation...it would be difficult to address an issue of size...it is also not fair for the passenger next to someone who encroaches their space which they paid for as well.....