My Conversation with Kevin Smith

[LindaRutherford]

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.

[Anonymous4373]

How dare Southwest insult all of us smart, all knowing people. Why do we need a low cost airline anyway. We all can afford to Buy 2 first class seats on any Airline we choose. So Southwest can keep flying all those poor people around. To stupid places Like The Ronald McDonald house to Support all those Terrible people that Southwests Helps. I cant Believe How terrible and worthless this no good Airline is .

[mal68]

Funny thing about this fat policy. It seems to be a way to get passengers to buy the same seat twice. Two large people as your policy require purchase two tickets each. They are then entitled to have 4 seats. But rather than provide them the 4 seats you seat them in the same 3 seat row with an empty seat between them. You then turn around and take the 4th seat that had already paid for and sell it to a 3rd passenger. So from 4 seats valued at 400 dollars SW gets $500 from 3 passengers. I've had to fly SW on many occasions and they are the reason I no longer fly their flights.

[Alice_Seba]

Paige - You wrote: "While I understand this whole bru-haha has some 'larger' customers upset, those of us who fit into one seat are actually really happy to hear this policy was enforced." Please don't presume to speak for those of us who fit into one seat. I fit in one seat and I find the policy and it's implementation to be atrocious. First of all, the policy is discriminatory against people's size (i.e. making them pay, so they and those around them can be seated comfortably). And second of all, it doesn't appear to be the issue here with Mr. Smith, who indicated he was able to sit comfortable and have the arm rests down.

[NigelP]

"Southwest, like most carriers, has a policy to assist passengers who need two seats...." Fantastic. However, Smith does not 'need two seats'. He buys them because he does not like to sit next to people. In this case he could only get one seat and was buckled up with the armrests down when he was asked to leave. That is his point and one which, seeing you cannot defend it, you have cynically ignored. Well done. Your PR boss must be so proud...

[Jerry10]

One thing everybody seems to be overlooking is that he did buy 2 seats so he does know he is a person of size.Then he decides to change his plans and go stand by and because there is only 1 seat avalible,it is Southwest fault.Everybody seems to want to blame someone when things don't go right and want either attention or a free hand out.No one seems to talk about (in the press) how uncomfortable it is to sit next to someone who should of bought two seats and is spilling off into yours and this has happen to me and it is not a flight you enjoy at all. Just my opinon and toughts.

[Pat_Meyer]

My daughter is a SWA employee! Every morning, before going to work, she says, “Today I think I’ll pick on large people or tall, short, purple or funny looking people”. She and her co-workers are always looking for someone to discriminate against! Everyone in the SWA family knows that SWA screens all prospective employees…and only those that are mean, stupid and lazy and are dedicated to driving the company into the ground are hired! Constructive criticism is a good thing and if SWA policy (or the way it is implemented) needs tweaking then these discussions and ideas are important. However, the below comments are selfish, self-centered and just plain wrong. Some of you wrote: …”shame on these bitter employees who hate their lives so much that they have to inconvenience others” “Your attempt at saving face SUCKS” “Why is it so hard for you people to just come clean and tell the truth?” “..stop penny pinching and and care about ALL of your customers…” “I hope this tarnishes Southwest for a long long time” “…everyone knows that your staff--on the ground and in the airs--is famously rude and unprofessional” (Southwest) “…utilized their "looking out for terrorists" to allow themselves to become bullies” “SOUTHWEST DISCRIMINATES AGAINST FAT PEOPLE.” “…your racists..” “…you have staff that are willing to create problems…” “Frankly, it's not a hardship for me to boycott Southwest, because it's such a horrible airline that I only fly it as a last resort” (Smith) “…should now enjoy free flying for life on your airline. A $100 is WAY too little compensation for your airline's extra poor customer service!!!!” “Screw you, Southwest” To those of you that wrote these comments, (and worse) shame on you! You know not of what you speak. We should all be so lucky to work for a great company such as SWA and we should all be so lucky to live near an airport that is served by an airline that provides a safe and affordable option to get from point A to point B. If you doon’t agree with SWA policy, fine…speak your mind… but try to do so without the hate. It is hurtful to those who go to work each day and try their best to do a good job.

[Anonymous1991]

As a loyal and enthusiastic Southwest Airlines customer, I APPRECIATE the measures you took to protect the SAFETY of your customers. Had I been on that plane I would be glad that Southwest Airlines thought about safeguarding MY life as well as all of the other paying customers on board to follow proper procedure. Anyone who is making rude remarks to Southwest Airlines on this blog is either A) a complete idiot who would rather be politically correct while risking their safety (and perhaps life), B) a person who has never flown Southwest Airlines (if so, you would understand the quality and value of flying this premier airline, or C) someone with no life andAs a loyal and enthusiastic Southwest Airlines customer, I APPRECIATE the measures you took to protect the SAFETY of your customers. Had I been on that plane I would be glad that Southwest Airlines thought about safeguarding MY life as well as all of the other paying customers on board to follow proper procedure. Here are my suggestions to you: 1) Get a life, 2) Go on a diet, or 3) PLEASE for the rest of our safety- go fly some crappy other airline company (maybe Spirit or Delta would suit you) and let THEM also kick you off a plane you are deemed a safety threat to and then go back into the rock you climbed out from underneath with your bag of cheetos and self deprecating attitude and sulk. It is truly disgusting that being politically correct is more important to people then the safety of human lives and it is just another reason of what's wrong with America. Kevin Smith is clearly a sad, miserable human being and I am glad he is so openly letting the rest of us know that he with THANKFULLY never fly Southwest Airlines again. AMEN!

[heykoolaid3]

THANK YOU SOUTHWEST! I AM SOOO TIRED OF SITTING NEXT TO PEOPLE WHO ONLY PAID FOR ONE SEAT BUT SPEW INTO THE OTHER.. It's really uncomfortable and unfair that they get to violate someone else's seat. Kevin, spend your ticket money on a treadmill, weightloss program, or a rental car. We're tired of our rights as average Americans being violated! You want to fly, pay for two seats! God Bless America! Southwest, Stand your ground!

[Anonymous502]

How do people determine ahead of time if they will embarassed by your airline employees? It would seem going elsewhere is the only option to avoid this problem. What can a person do to find out whether they will be asked to leave the SWA plane for not fitting one of your plane seats? I believe if SWA will remove a person for being the wrong size they should give the person a chance to understand the EXACT guidelines that makes them to large. With so many people out of work why would SWA keep employing such ignorant people.

[Jennifer_Knox_-]

As a business owner and armchair critic of big business' branding...wow, did you guys drop the ball on this one! Instead of becoming, "The Airline That Kicked Kevin Smith Off a Plane" you could have worked this entire thing to Southwest's advantage by becoming the airline that caters to Customers of Size. Shortsighted pride escalated this entire situation. Kevin Smith has over 1.6 MILLION followers on Twitter. His demographic of follower and movie audience is THE EXACT AUDIENCE a brand like Southwest wants in its pocket. Can you imagine if you had harnessed this power and turned this customer service debacle into an opportunity for Southwest? What you SHOULD have done, was apologize profusely, issue an IMMEDIATE statement that Southwest has decided to aleviate the discomfort and embarassment that certain larger customers may experience on OTHER AIRLINES by implementing a strategy to incorporate two specific seats per aircraft that are 20% wider to accomodate Customers of Size. THEN, you should have hammered home that plan with a witty ad campaign, won over Kevin Smith as an ambassador for your brand and then you could have possibly have even had a Kevin Smith cameo in your ads. Those ads would have been viral, no doubt, giving you hundreds of thousands of dollars of free advertising. Not to mention the goodwill and a loyal customer base among a fast-growing demographic of customers who are larger than the current seats. In short, pride and Big Business Buffoonery let you miss a golden opportunity to capture yet ANOTHER loyal customer base that you can add to your "discount flyer base". You could have blown the other airlines out of the water with this one. Instead, you turned a bad situation worse and missed an amazing and one-time branding opportunity. Hope all the corporate red-tape and short-sighted customer service was worth it....

[Anonymous502]

How do people determine ahead of time if they will embarassed by your airline employees? It would seem going elsewhere is the only option to avoid this problem. What can a person do to find out whether they will be asked to leave the SWA plane for not fitting one of your plane seats? I believe if SWA will remove a person for being the wrong size they should give the person a chance to understand the EXACT guidelines that makes them to large. With so many people out of work why would SWA keep employing such ignorant people.

[Thomas4]

I fly Southwest at least two legs per week. I *love* that they enforce this policy! I wish they were *more* strict about it! I paid for a seat. If you're too fat to fit in your own, you have ZERO right to bulge over into mine! You didn't pay for it! Smith is being an absolute child. He knew he was too fat to fit in one seat - he'd already bought two tickets for the previous flight! Southwest absolutely did the right thing, protecting the customer next to Smith. Because he (rightly) got called out for encroaching on another passenger's seat, he's thrown a very public, incredibly immature temper tantrum and vented his spleen on the Internet. To heck with him. If he doesn't want to be called out for spilling over, he should lose weight or just deal with the fact that he's going to have to use (and pay for) two seats. His girth is not Southwest's problem! Keep up the good work, Southwest. I thank you from the bottom of my heart for protecting me from folks who are too large to fit in one seat. Constant travel is stressful enough without being crushed by someone who is invading your space.

[Blake1]

dude, its kevin smith, the funniest guy making movies today. who cares about some stupid rule. he is a comedic genius.

[Its_Me]

According to Mr. Smith's version of the circumstances surrounding his removal from the flight, the employee who removed him told him repeatedly the pilot ordered him removed for safety concerns even though the safety concerns were never explained. Now, in this corporate sanitized explanation, the pilot only wanted boarding to be completed quickly. This should not have been difficult since Mr. Smith was already seated and therefore, boarded. Furthermore the letter states the decision to remove Mr. Smith was a quick judgment call made by employees who determined Mr. Smith might have needed more than one seat for his comfort and the comfort of those passengers seated next to him. What criteria did these unknown employees utilize to make this command decision? It seems that someone gave false or misleading statements as to why Mr. Smith was removed. It has gone from an ambiguous safety concerns to an issue of comfort, Southwest should make their investigation public. Southwest needs to fully disclose who made the decision to remove Mr. Smith and the actual reason. If an employee thought Mr. Smith was too fat for the seat, then Southwest should publicly explain how the employee was qualified to make that judgment.

[Anonymous502]

Please advertise going forward that you will only seat people that SWA feels are fit to fly so the non-skinny folks won't embarrass your employees.

[Anonymous3059]

Shame on you Southwest. And shame on your employees who treat customers the way they do. I've seen first hand the way you treat overweight customers, and I've been so disgusted, I haven't considered flying with you, nor have any of my friends, for over 10 years.

[Jenn3]

So will Southwest be removing people from the plane who fall asleep and lean on me during the flight, who fart and ruin my flying experience, who are too tall for the space between the seats and end up kneeing me in the back when they cram their legs into the rows, and who let their kids run down the aisles and bump my arm each time they pass? These situations are part of life and have been increasing as Southwest has added more rows of seats and decreased the actual seat size to increase their profits. If they would return to normal seat sizes then this wouldn't be an issue.

[Anonymous3059]

Shame on you Southwest. And shame on your employees who treat customers the way they do. I've seen first hand the way you treat overweight customers, and I've been so disgusted, I haven't considered flying with you, nor have any of my friends, for over 10 years.

[Larry_Pryor]

I hate to break the news to overweight people but they don't have the right to make other folks physically uncomfortable nor does anyone else. Tough,buy two seats or your own plane. This has been going on for years. Am sorry SWA apoligized to another publisity hound from Hollywood. Larry Pryor

[Anonymous4512]

The point that many seem to be missing is this: Kevin Smith does not need two seats to fly safely. He's able to buckle his seat belt and fit between the armrests, the latter of which is partly what is used to gauge a "person of size" according to SWA's policy found here: http://www.southwest.com/travel_center/cos_qa.html The other half is whether or not someone "compromise(s) any portion of adjacent seating". Kevin Smith has stated he did not, and his row companions agreed. The question remains - why was Kevin kicked off when he was clearly not in violation of these definitions? (For the record, I'm healthy and fit and hwp, and I will never fly SWA again because of the shameful way Kevin has been treated)

[Anonymous2901]

Maybe if your seats weren't sardine cans this wouldn't be such an issue. How about removing the guy with no deodorant next to me so I am more comfortable? Or the creep in front of me who tilts his seat back in to my two inches of room? Or the guy who opens his legs all wide because he's a man and owns my row? Who are you to say what behaviors cause discomfort to neighbors? HE PUT HIS ARMRESTS DOWN AND BUCKLED HIS BELT, PER YOUR (DUMB) POLICY. Give us "fatties" a few rows, we'd much rather squeeze in next to each other than sit next to you judgmental thin people any day.

[Ron22]

All of us posting comments certainly do not know all of the circumstances involved. What we do know is Southwest has rules established to accomodate a majority of their customers. Safety for all is paramount, and efficiency and customer satisfaction are close behind. Many companies have rules like, No Shirt, No Shoes, No Service...No Smoking...Wait To Be Seated, etc. Some people don't like to wear shirts or shoes, some enjoy smoking without regard to those around them, and many people don't like to wait to be seated or wait for anything. Again, companies must establish rules and adhere to them. Otherwise why establish rules and processes? What is good for one, is good for all. In this case when a passenger's size encroaches on the space of another passenger the employee(s) must make a judgment call. When dealing with a situation as this someone either gets their feelings hurt, or somone is upset because they are cramped in their seat because some of their space is taken. It's a tough call to make. I doubt it was a knee jerk decision. Maybe a way to quell some of the conflict in the future would be to charge the over-sized passenger for two seats when an extra seat is available. If the flight is sold out and the passenger next to the large passenger is OK flying cramped...still charge for two seats, but give the passenger whose space is encroached upon a $100 voucher. This needs to done with some level of discreteness. I am a fan of SWA and will continue to fly with them. They apologized and it's time to move on.

[Anonymous1797]

Wow manager Josh it's a good thing you work for SouthWest with your computer generated response. I've listened to both sides and it appears that Linda and SouthWest Airlines are just unwilling to admit that they're wrong. Since they can't be grown ups about this I guess it just forces us citizens who are forced to fly for work just about every week to go somewhere else. What are they going to do if this ever happens to anyone who isn't semi "famous"? The answer is nothing! SouthWest Airlines could give a shit about their customers as long as they keep bringing in money. Welcome to corporate America!

[Bob_D]

First off, I'm not a Southwest fan. After several negative experiences with the airline over the years, I'm unlikely to be a customer again. I feel that way about NWA also, but that is for another website. My concern is the ongoing "anti-fat" bias that seems to be looming everywhere these days. Just like it is OK to lie to a car salesman, or mistreat a telemarketer, it seems acceptable to kick the fat people when they are down. Movies do it, radio-jocks do it, and airlines also among many organizations. Dirty looks, sideways glances, shaking heads, booths that don't fit in newer chain restaurants, mainline stores such as Kohl's and Sears that don't stock anything larger than regular sizes. Well, much of the world is fat. We vote, have feelings, and rights guaranteed under the constitution and our money spends too. As a fat person who does happen to fit into one airline seat, I've had to sit next to smelly people, people who don't brush their teeth, one who had lice (frightening), a couple who must have been edgy gang members, not to mention the assembly of older people and those who seemed to have to go to the bathroom every 15 minutes. Should we not allow them to fly also because the person next to them might be uncomfortable? Heck, I had someone change a diaper next to me on a transatlantic flight, then stuff the diaper into the seat pocket in front of her! My point is that we should all look past each other differences and realize that there are real people underneath that exterior. No one is perfect, and has at least one trait annoying to someone else. Fat is not the end of the world if one sits next to you. Stop the bias and prejudice!

[alwasrandy]

The actions of the employees was inappropriate. He was flying stand-by and the gate agent should have made the call not the flight crew. It is an uncomfortable situation to tell anyone they are "fat", they already know it. If this has been a policy for 25 years and your employees do not enforce it, is it a skill issue or a will issue? Regardless, it appears these people need more training. I think reaching out to Mr. Smith was the right thing to do. Sorry he didn't know how to acept an apology.

[AnotherBigGuy]

Honestly, I'm paranoid to fly your airline again after this - I can't imagine how embarrassing this would be. Rest assured I wouldn't take the risk to be belittled and escorted off a plane. I fit into a seat, no extender needed, and with armrests down, but I'd hate to be subjected to one person's interpretation of the policy. They're just human, and inevitably mistakes will be made and situations like this are too delicate to handle haphazardly. I'm not even trying to jump on the band wagon here. I think better judgment needed to prevail here and this shows that left to their own devices, your employees aren't able to tactfully enforce your policy. It's just wrong...this situation even has me worried and anxious about my next flight a month away with another carrier. I truly feel for anyone "of size" standing in line nervous as can be that they may not make the cut. I can't even fathom what they are going through right now.

[Maria_M]

I fell on the Kevin Smith side of this discussion, but thank you Linda, for responding like a human being. I loathe corporate double speak and your post was without any of that, and for that, you should be commended. This is a sensitive topic, and you handled it best. It's nice for a company to admit fault where they should instead of clinging to policy/procedure/process and lawyers.

[Anonymous1459]

I don't think the issue here is the policy. The issue here is his treatment in the application of the policy. They knew the plane was full, they knew he was fat, and they chose to handle in front of an airplane full of people, and not at the gate out of view of the rest of the passengers. Also at issue here, is the inconsistent application of the policy. I realize that the people on the ground calling the shots don't have much time to think these decisions out before making them. But if they had thought things through before they acted, they might have avoided an uncomfortable situation for all. There's also the other incident of the woman he sat next to on his way home. Even though she was allowed to remain on the plane, she was still given a talking to. I guess those gate attendants taught her a lesson. They probably left thinking that woman will never have the nerve to be fat on a plane again. This just shows that there is a systematic problem with employees improperly handling these situations. And it's so wrong, that it almost seems intentional. I hope this isn't the case. I understand SWA's policy, and have no problem with it at all. SWA should not have to apologize for its policy, but they should have to explain why he was pulled from the plane after he was already allowed to board. They still haven't offered a clear explanation of that. But I guess large corporations these days don't feel accountable to anyone, let alone their paying customers. ALL of their paying customers. By the way, someone noted in a comment earlier that SWA is a private company. SWA airlines is a publicly traded company. Ever since the heightened security measures caused by 9/11, the airlines have taken that as their cue to treat their customers like crap. And if you challenge them, especially on a plane, you are taken away in cuffs.

[PC1]

I hope that this whole debacle teaches SouthWest something--ANYTHING--regarding understanding the needs of its passengers. I don't feel that Linda Rutherford is doing anything to further that, but I'm willing to guess that her hands were tied by higher-ups regarding how much she could concede towards Mr. Smith. Pity, Linda, you've done nothing to give anyone here any confidence in you, or your employer. At a slight 5-foot-8, 150-pound frame, I don't honestly know what it's like to be humiliated like this, but I can say that SW's position and response have ALWAYS been contemptible in my mind. My Girlfriend has "the" deadly allergy to peas/peanuts, and I know that they treated us with the same "We're bigger that you" attitude. Seeing this blog, with its "festive" peanut decor, turns my stomach. Sure, we understand the concept behind "safety risks", but the inconsistency to which they're applied literally scares me when I step onto a plane. If we've ALL been seated next to "people of weight"(as your company so condescendingly puts it), then why is it that only now are we hearing about a "25-year old" policy? Allow me to introduce another(perhaps not politically-correct) factor: Imagine being unable to speak English. we all know that the safety cards on the planes are multilingual, but imagine if the man sitting next to the emergency exit cannot read/understand how to use it, or his flotation vest. God forbid this occur during a real emergency, but would that not pose a similar, or worse, safety risk? ....But of course, nobody wants to mention this possibility for fear of racism. I'm not even mentioning any particular race, only the language barrier itself. I'd still be surprised if my comment lasts the night. I guess what I'm trying to say here is that SOME concessions need to be made if any understanding is to come of this--people complaining blindly won't get us ANYWHERE. I feel that asking a passenger to fork for two seats when there are certainly empty seats available on the plane is just lazy and overtly greedy. To me, it stinks of money-grubbing. Capitalizing on a condition that (while still under debate) many people feel they simply cannot control. To make matters worse, it demonstrates how much has changed, when the sizes of the seats(in pursuit of money) directly contradicts any attempts at customer service. Double Fail. Bear in mind, I'm no fan of Kevin Smith's work, My sense of humor disagrees with his. I do, however, respect him as a human being. Perhaps you could learn from this? Good luck, Linda. I would say that this is call for me to boycott your airline, but that's been long-standing since SouthWest made it clear that they'd rather risk killing people than switch to pretzels.

[Jelly_bean]

Southwest is a crappy and uncomfertable airline anyways so who cares. screw them and their crap policy. Kevin Smith Rules

[AnotherBigGuy]

Honestly, I'm paranoid to fly your airline again after this - I can't imagine how embarrassing this would be. Rest assured I wouldn't take the risk to be belittled and escorted off a plane. I fit into a seat, no extender needed, and with armrests down, but I'd hate to be subjected to one person's interpretation of the policy. They're just human, and inevitably mistakes will be made and situations like this are too delicate to handle haphazardly. I'm not even trying to jump on the band wagon here. I think better judgment needed to prevail here and this shows that left to their own devices, your employees aren't able to tactfully enforce your policy. It's just wrong...this situation even has me worried and anxious about my next flight a month away with another carrier. I truly feel for anyone "of size" standing in line nervous as can be that they may not make the cut. I can't even fathom what they are going through right now.

[Anonymous316]

OMG LOOK AT ALL THESE HATEFUL SKINNY PEOPLE COMMENTS!

[Anonymous316]

OMG LOOK AT ALL THESE HATEFUL SKINNY PEOPLE COMMENTS AND BAD GRAMMAR!

[Anonymous3286]

All these comments defending Sw based on the notion that large people are a saftey hazard are bogus. The elderly could be a saftey hazard, people with physical impairments or visual impairments could be saftey hazards, and seemingly "regular" people who have mental or mental disorders could be saftey hazards in event of an emergency. Why is it okay to deride someone for their weight and body shape when it would be unthinkable to toss an old man or woman in a wheel chair because they could prevent someone from evacuating. And don't give me the excuse that fat people are somehow more responsible for their bodies than the woman in a wheel chair. She could be in that chair due to her own irresponsible actions. There is no wayof knowing and therefore no justification for singling out fat people as a satey risk. None of this would be as big an issue if SW was at least consistent in its Two seat policy. People have flown Sw for a long time before being hit with the two seat pooch and effectively told they are too fat to fly. If the policy had any validity it would be appoled uniformly

[Anonymous3286]

All these comments defending Sw based on the notion that large people are a saftey hazard are bogus. The elderly could be a saftey hazard, people with physical impairments or visual impairments could be saftey hazards, and seemingly "regular" people who have mental or mental disorders could be saftey hazards in event of an emergency. Why is it okay to deride someone for their weight and body shape when it would be unthinkable to toss an old man or woman in a wheel chair because they could prevent someone from evacuating. And don't give me the excuse that fat people are somehow more responsible for their bodies than the woman in a wheel chair. She could be in that chair due to her own irresponsible actions. There is no wayof knowing and therefore no justification for singling out fat people as a satey risk. None of this would be as big an issue if SW was at least consistent in its Two seat policy. People have flown Sw for a long time before being hit with the two seat pooch and effectively told they are too fat to fly. If the policy had any validity it would be appoled uniformly

[Everyman]

The whole airline industry has become a sham. What used to be a fantastic way to travel has become nothing more than cattle cars with employees who treat their bread and butter like crap. Be ashamed... all of you.

[David_Dickerson]

Anonymous, You evidently are not a parent or don't like kids. I fly every week and on several different airlines and most usually have more problems with sitting next to someone who's butt is partially in my seat than a kicking screaming child. My advice to you would be to charter a private plane or go to an airline that offers first class seating which doesn't allow small children in the first/business class section. However, I think you will encounter this same problem on any airline riding in coach (to your benefit for flying on Southwest, you'll never be surprized to find your flight is on a small regional jet. You would be miserable. I know because I work for one of those super carriers that fly regional jets to all the smaller markets!) Happy trails!

[Doolicious]

I've never flown with you guys before. After reading how poorly you have dealt with this entire situation I don't think I will ever fly with you if the opportunity came up.

[Doolicious]

I've never flown with you guys before. After reading how poorly you have dealt with this entire situation I don't think I will ever fly with you if the opportunity came up.

[Anonymous4595]

Screw Southwest, what an obnoxious way to behave. And to then have it happen ON THE VERY NEXT FLIGHT to some other passenger. It's too bad your bottom of the barrel business practices are like a cockroach, no matter how bad the market gets you still manage to scurry away to live another day.

[Anonymous4216]

When will you admit that your seats are TOO SMALL in the first place .... You're trying to MAXIMIZE REVENUE by cramming in EVERY POSSIBLE SEAT into the available space and you create a miserable experience in the process ...............Why not IMPROVE the experience for everyone instead of sticking stubornly to questionable policy and trying to defend it ??? Maybe you guys need to retake your marketing classes and rethink this.

[PC1]

Y'know, this is funny, I tried to post a comment here, took my time with it, and actually said what I was thinking. I was not rude, nor did i use any foul language, but I DID disagree with the situation and SW's response to it. In looking through these comments, I'm apparently not the only one who is wondering who's censoring us. Good job, there, folks. Apparently, this is no open, civil, discussion. This seems more "Information Control" on SW's part. For every "Good job, SouthWest!" you see, there's probably at least ten more level-headed comments that you won't see. Be warned, those of you tempted to voice your opinions here: "Bob" is not the only thing being silenced.

[Anonymous1104]

I too am a large guy, but I would pass the armrest test. I sit in the middle seat on flights often and have never felt uncomfortable myself or for the people around me. However, I don't think I would ever be comfortable flying Southwest again now knowing that this might occur to someone like me.

[PC1]

Y'know, this is funny, I tried to post a comment here, took my time with it, and actually said what I was thinking. I was not rude, nor did i use any foul language, but I DID disagree with the situation and SW's response to it. In looking through these comments, I'm apparently not the only one who is wondering who's censoring us. Good job, there, folks. Apparently, this is no open, civil, discussion. This seems more "Information Control" on SW's part. For every "Good job, SouthWest!" you see, there's probably at least ten more level-headed comments that you won't see. Be warned, those of you tempted to voice your opinions here: "Bob" is not the only thing being silenced.

[The_Bouchers]

This entire episode is dripping with the arrogance of a corporation that is entitling their employees with judgment calls against the rest of us. How can John Q Flight Attendant make a call against me when there is no dummy chair or proof of the fit of the passenger. What training do any of these people have to judge weight or size? Did they all work at county fairs? More appalling to me is the fact that to cover themselves, Southwest willfully volunteered purchasing habits of one of their customers. How dare they divulge personal information like that? My wife and I will never fly Southwest again. I hope they go under.

[SteveB]

1400+ comments! Pity you are not a member of Kevin Smith's rewards point scheme, he's going to get a lot of mileage out of this incident. But as long as it teaches you (Southwest) to be nice to all your customers in the future, it will have been worth it.

[Anonymous502]

SWA is deleting negative comments.

[Alex_M_1]

My girlfriend and I will not fly @southwestair again. Hope you guys enjoy the blow back.

[Bee]

"The fact that a policy exists for 25 years does not mean that it is a *good* policy. " Amen to that. Slavery was a hundreds' year old policy. Does that mean it was a good policy? I've flown SW many, many times. I'm very disappointed, not that the policy exists, I know other airlines have similar policies. I'm disappointed at the behavior of the SW employees, and SW corporate. SHAME ON YOU.

[Anonymous3795]

What the HELL is wrong with People? The Next thing you know I'm going to be expected to give half of my Grand Slam Breakfast to the person wolfing down his kids meal in the next booth because he's not comfortable with the amount of food he paid for. And then because he pitched a fit the resturant will give him a refund. Meanwhile I am left paying for half a meal having paid for the whole thing. But just because I want whats rightfully mine I'm "picking on" large people. Grow up folks. (No pun intended) Its time to own up to YOUR responsibility for accomodating your own comfort and safety. Those of us who have kept our physical stature within reason, some of us struggling to do so, are sick and tired of being asked to sacrifice our space to spare your feelings. YOU BOUGHT THE EXTRA BURGER. BUY THE EXTRA SEAT!