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Not So Silent Bob

cday
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Many of you reached out to us via Twitter last night and today regarding a situation a Customer Twittered about that occurred on a Southwest flight.  It is not our customary method of Customer Relations to be so public in how we work through these situations, but with so many people involved in the occurrence, you also should be involved in the solution. First and foremost, to Mr. Smith; we would like to echo our Tweets and again offer our heartfelt apologies to you.   We are sincerely sorry for your travel experience on Southwest Airlines. 

As soon as we saw the first Tweet from Mr. Smith, we contacted him personally to apologize for his experience and to address his concerns on both Twitter and with a personal phone call. Since the situation has received a lot of public attention, we'd like to take the opportunity to address a few of the specifics here as well.

Mr. Smith originally purchased two Southwest seats on a flight from Oakland to Burbank – as he’s been known to do when traveling on Southwest.  He decided to change his plans and board an earlier flight to Burbank, which technically means flying standby. As you may know, airlines are not able to clear standby passengers until all Customers are boarded. When the time came to board Mr. Smith, we had only a single seat available for him to occupy. We are responsible for the Safety and comfort of all Customers on the aircraft and therefore, we made a judgment call that Mr. Smith needed more than one seat to complete his flight. Our Employees explained why the decision was made, accommodated Mr. Smith on a later flight, and issued him a $100 Southwest travel voucher for his inconvenience.

You've read about these situations before. Southwest instituted our Customer of Size policy more than 25 years ago. The policy requires passengers that can not fit safely and comfortably in one seat to purchase an additional seat while traveling. This policy is not unique to Southwest Airlines and it is not a revenue generator. Most, if not all, carriers have similar policies, but unique to Southwest is the refunding of the second seat purchased (if the flight does not oversell) which is greater than any revenue made (full policy can be found here). The spirit of this policy is based solely on Customer comfort and Safety. As a Company committed to serving our Customers in Safety and comfort, we feel the definitive boundary between seats is the armrest. If a Customer cannot comfortably lower the armrest and infringes on a portion of another seat, a Customer seated adjacent would be very uncomfortable and a timely exit from the aircraft in the event of an emergency might be compromised if we allow a cramped, restricted seating arrangement.

1,760 Comments
Anonymous3751
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Southwest sucks, plain and simple. It's time the airline industry put an end to this bus in the sky mentality that pushes any decent airline out of the way with their cheapness. Cheap, not inexpensive. Here's hoping Southwest fails - soon.
Anonymous4316
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I don't know or care who Kevin is. I also don't think it is my place to determine who is actually fat or not, the medical data is available. I do think this is the role of the airlines and I think they should post their policies on their websites and play it on the tvs in the boarding area. If you don't like the policies find another airline. Airlines could also post seat space measurements so you could measure yourself at home. I think people with children should have to sign that they are expected to mind them. It is not the role of the attendant to mind you or your children. Again play it in the boarding area. My flight should not be ruined by your lack of parenting skills. And if your child is having a bad moment you should apologize to everyone. Be gracious. Oh and those people who need to innebriate themselves before flight, give them a breathalizer. I've had to be reseated to get away from one of those. I don't think alcohol should be served in airports or on flights. Let's put that one up for a public vote. I don't want to set next to someone who bulges over into my space. I paid for my space and they theirs so they need to keep themselves in their space. If they cannot then they need to pay for more space. I think persons who store their carry on in the first available space should have to move it to their seat area. So rude to put out others like that. I think this could have been handled better by all involved but I want SW and other airlines to uphold policies which give us all a reliable form of transportation.
Anonymous635
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Many times the seat isn't the problem...just the seat belt. I can sit with the arm rests down in all the seats...however the seat belt is each chair is not always the same. One fits perfectly while another I may need to ask for an extender?? Why?? The seat belt in a plane should fit the same as in a car at a minimum and they do not!
ooydoboora
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Lol, everyone's got something to say (so, meh, I might was well -- before they close the comments - because, you know, eventually they will; they'll have to (1)). Look, this Mr. Smith supposedly makes money on movies: why even fly on a public airline? This blog entry, the amount of embarrassment present is staggering... I can't imagine someone actually had to sit down and write it. Ah, but,wait... That's what they do in Hollywood: write. I read about it somewhere, I think. So raise your hands, if you agree with me, that this had been knowingly scripted; just like the rest of their lives often times are (2). Like all our lives are, naturally. Now I think you've picked up on the plot elements, in my little story so far (otherwise I may really suck... just to make sure, I'll quickly point out a cliche, or two, especially for you: "bad publicity = good publicity" & two, Kevin's a fat **** ); but anyway, I better let you read it over @ CNET's forums, because Twitter's a silly thing to use and as it is a much better comment, a more exciting piece which is rather concise and straight to the point (much unlike this drivel). Hey, thanks for reading (3), Regards, Vladimir P.S. What happened anyway, the cheap bastard couldn't afford his flight, in compliance with the airline's policy? That's just sad. Err., too bad, I mean. P.P.S. @ news.cnet.com/8601-13577_3-10454328.html?communityId=2072&targetCommunityId=2072&blogId=36#9051493 (1) A New Yorker might've actually said, take it as threat, as a promise. Heheh. xd (2) Forget about it. (3) Call me a cab, willya
Anonymous4439
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Just becouse we are fat we should have every respect as if we was a skinny person.If I don't like your hair color or race should you be made to move or buy a different seat ..NO..If you don't like that I am fat and on a airline.You should move your ass not me..I should not have to change the way I look becouse people are jerks and I should be able to fly just like everyone else at the same price..
weight_loss_exp
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This is obviously an emotional issue on both sides. No one enjoys begin squeezed into an airline seat to begin with and it is of course made much worse with an larger passenger next to you. I think it is important to remember that those of you who are over weight, and you know who you are, need to focus on losing weight. This is not to be be able to avoid situations like the Kevin Smith incident, this is because it is the most important thing you can do for your health. I write a blog post several times a week with freely available information about obesity. I hope that those of you who need to lose weight are motivated to do so and the rest of us can find ways to be supportive of those weight loss efforts. Please feel free to share your thoughts with me on my weight loss information blog: http://www.sasseguide.com/blog/
KyleQ
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I've read a lot of these comments and think the most sensible ones say don't expect first class accomodations on this discount airline. I'm pretty averaged sized but have to admit Southwest has the tightest most uncomfortable seats of any major carrier. But they'll get you where you want to go cheaply which should be your reason for flying with them in hte first place. On Southwest, I've sat next women and men of size, hyper-active kids, people that needed to bathe, people eating all sorts of evil smelling food, ones that burped and farted a lot, others with blasting MP3 players and you know what, I just was tolerant and got where I was going just fine. If they are going to make overweight people get 2 seats, I think they should keep families traveling with kids under 8 or so in a seperate area of the plane. These youg children cry, need constant entertainment, etc. which keeps me from being productive or napping on the flight.
Anonymous604
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Kevin Smith's movies suck and so does his pathetic behavior for a pathetic adult. Kevin Smith has FATITUDE. Who want's to sit next to him on a flight with his huge behind taking up half the space on your seat; eeek...I expect comfort when I travel and pay for a seat my booty can fit in without encroaching on anyone else's booty space on a flight. SOUTHWEST AIRLINES...YOU ROCK! and you did the right thing by kicking off some loud mouth movie maker executive who cant afford to pay for 2 seats. .
Anonymous2607
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I'm just hearing of this situation as I live in Europe at the moment. The general idea here seems to be that it's not fair for the thin person to be uncomfortable if the fat passenger next to them can't comfortably fit into a 17 inch space. So, what policy are you going to create to keep me comfortable when the 6'4" tall passenger seated next to me can't keep his long legs wedged into the tiny space between the rows of seats? What about the bodybuilder whose shoulders take up more than 17 inches? Will he have to buy an extra seat as well? No? I didn't think so.
Anonymous1753
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Time for people to lose weight and be healthy. No more excuses for overweight fools.
Scarlett_Pencil
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Dear Southwest: Please stop randomly capitalizing things. Nouns that are not proper should not have capital letters-- i.e., "Customers" or "Employees" or "Tweets" -- unless they begin a sentence. You are not Jane Austen. If you would like a qualified copywriter/blogger/editor, feel free to contact me. I'm available for freelance work. Thanks! Scarlett PencilPoint
Cassie2
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I'm about to go on a flight from San Diego over to Denver and am afraid of this situation... maybe instead of guessing if someone will be too large or not they should have a sample chair folks can sit in to see if they would "overflow", kind of like the sample bins they have to make sure carry on items will fit safely. I get that their rules have been in place for a long time, but the way things get handled are very important, and this was not handled well at all. This will be the first time I've flown SW in, hmm. About 16 years, I liked it when I was young but we'll see how it goes in a week. Also, even if someone doesn't really go past their rented space doesn't mean that some jerk won't pitch a fit. I only read about half the comments on the first page here and am amazed at some of the rudeness of comments, whether or not people are just doing it to spark something, people do feel these ways.
Anonymous4283
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Obviously he knows that he does not fit into one seat, as he purchased two seats: "Mr. Smith originally purchased two Southwest seats on a flight from Oakland to Burbank – as he’s been known to do when traveling on Southwest." Sorry, but it is annoying as hell to be sitting in an already tight airplane seat, and have some stranger's thigh all pushed up against mine during a flight. Americans are getting fatter and so this is happening more and more, obviously airlines should re-structure their seating arrangement to accommodate all you fatties out there. Nevertheless, when I pay for an airline seat I don't want to be paying for 1/32nd of another person's ass in my chair. Sorry Kevin, but that's just the way it is. I fly a lot and am so tired of being pushed up against a stranger's body, it's really quite disgusting. Flying is a privilege and not a basic human right, so get over it and either lose some weight or pay for the amount of space you take up in a seat. I don't want to share mine!
Anonymous1683
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I could not even believe how terribly you treated not only Kevin Smith, but that poor women who had to be apart of the whole debacle. You are the greyhound of the sky (and that is a compliment for how a SW flight actually goes.) and seem to model your business after an Italian air line, and somehow feel you are justified to demoralize and embarrass any person. You seem to hire your employees that no other airline will hire and yet you feel like dignity is yours to give and take away. I know this incident happened sometime ago, but while planning my recent vacation, a co worker had me listen to the kevin smith podcast before I made my decision. I really wonder how much money you have all lost based on this incident? I can guarantee that it is some....
The_Thin_Man
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No need for a big corporation to apologize to a fat man for booting him off the flight. Nobody wants to set next to a fat person who's blubber flows over into the next seat. With all the disgustingly fat Americans in the world today, I'm surprised the major airlines don't make a "fatty" section with extra wide seats. I guess it wouldn't be very profitable, but it would be a great way to make everyone happy (except maybe the shareholders). LOL
Anonymous4337
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Southwest is a joke. If you are going to treat PAYING and LOYAL customers like this at least have the guts to own up to it. Stop shifting blame to other people such as pilots or the person that you have completely embarrassed and probably lost as a customer forever. If I was ever treated like this, a few tweets and blogs about the situation would be the least of Southwest's worries.
briankelley
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Southwest: FAIL
Dave3
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I will never fly your airline again, I have met Mr. Smith several times and he is by no means to large to fly. This is a disgusting display of incompetence from all SWA employees involved. You owe Mr.Smith a much better apology, as the one above is simply SWA trying to justify unjust actions.
DIETician
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GO ON A DIET. I don't like it when I have to sit next to a fat person and they are hanging over the seat into my seat. Being fat is not healthy.
Anonymous1848
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Lost another loyal customer.
Frequent_Flyer7
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I've flown on SWA 56 times in the last year. Please keep fat people out of the seat next to me, and preferably, off the plane completely. They are disgusting. I want to puke whenever their rolls of fat infringe on my personal space, or worse, make physical contact with me. Plus, most of them are sweaty and stink, and breathe loudly. Ugh, I just threw up in my mouth a little.
Greg24
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Kevin Smith has no problem sitting in an airline seat. He can put the armrests down, and buckle his seatbelt. He doesn't need a seatbelt extender. He's a big guy, and he says that himself. But he isn't so big that he has a problem sitting in a coach airline seat. He shouldn't have been thrown off the plane. He was insulted, and humiliated, and subjected to an arbitrary policy. Southwest Airlines was wrong. The end.
Sasha1
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Ever heard of a heartfelt apology? This is pathetic. I will never fly Southwest again.
Reasonable
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Southwest is a great airline. I stand 100% behind them in this situation. In fact, the fact that they even let this flame war go on is another indication of their coolness. I am grateful that a company is standing up for their rights in the face of a grossly growing American public. I understand the problems that some may face in their weight issues, and also that some have conditions that they can't control due to medical reasons. For the vast majority of obese Americans, however, it comes down to a personal lifestyle choice which companies and other customers should not have to underwrite. Kevin Smith, futhermore, clearly has the means to get PROFESSIONAL HELP for his considerable exra weight. In case anyone is not clear on that, go to images.google.com and enter the keywords 'kevin smith +2010'. Putting a plus symbol at the beginning of 2010 ensures images from 2010, when this incident occurred. If an overweight person truly needs two seats due to medical reasons, it should not be companies who should eat it, but rather government programs. Obesity is a growing trend, and it would be totally unfair to force companies (and us, once the cost is spread out) to pay for this trend. Contrary to popular belief, corporations are not actually as greedy as is thought, and have to work in extremely competitive climates for small margins. So kudos to Southwest. Perhaps they should close this thread at some point, in spite of my admiration for not having done so yet.
Anonymous1283
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Like Bob, I am a person of size, however, I fit into one seat. Have flown Southwest several times, no problems nor was I asked to consider another seat. On a flight from Detroit to Albany on another airline I was seated in a middle seat. An older man was in the aisle seat and though of average size he manage to intrude on my seat for much of the flight (his elbow stuck in my ribs).
qwert_Tom
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Your comments is hoefull and .......................... Best regard, Thank
Hahha
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How does no one fail to mention that he is flying SW which is known for its airfare. A guy who has made TONS of great movies. Nows hes fat and broke and making things like Cop Out. Forget about him SW you don't need him.
KC1
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This policy scares me so much. I recently bought a ticket on one of your flights to attend my sister-in-law's wedding, and I didn't see ANYWHERE during the purchase process that I might have to buy a second seat in case I am arbitrarily deemed too large for your flight. I have flown with Allegiant Air for a couple of years now, and they have 17" seats like you do and I have had no problem flying with the armrests down and my seatbelt buckled, but now that I have already purchased a ticket, I am absolutely terrified that you may send me away and make my wife (98lbs 5'5) go on alone without me. We can't afford the second seat, and now I understand that we may never get our money back. This is just awful.
Anonymous1489
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I agree 100% with Southwest here. Kevin Smith needs to get that Hypothyroidism Type II under control immediately. Also, his movies suck, and he is not funny.
Anonymous1560
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oh -- and on all airlines -- and for any airborne flight -- the captan is absolutely in charge -- he can actually marry couples.... and that goes for 2 seat single-engine planes as well. It's not an airline rule -- it's the FAA. HOWEVER, that doesn't mean the pilot of the plane your flying on has the sense god gave a turnip. There are a slew of friggin crazy pilots hurling iron through the skies every day.
Anonymous622
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This is about the worst apology I've ever seen. First of all, the title of the blog itself is insulting. Were you trying to be cute or funny? Does a disgruntled customer not have the right to speak out? Secondly, from a PR standpoint this is horrendous. You're disclosing personal information about Kevin Smith's history doing business with you and this is supposed to quell any concerns potential customers may have about flying with you? I'm glad Kevin Smith has been as vocal as he has been about this because it's shined the light on what little concern Southwest has for its customers. dizi
Anonymous3947
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I have a friend who is a person of size and has tried 4 times now to comply with Southwest's policy of buying an extra seat. She is willing to pay the extra money to make the flight more comfortable for herself and others. However, each of the 4 times, she has had unbelievable trouble getting her boarding passes. Twice, she was almost prevented from boarding the flights at all. I have mixed feelings about the policy. However, I definitely think that Southwest needs to clean up its act so that folks who want to follow their policy are actually able to. They need to fix their computer system so that folks buying two tickets can print their boarding passes online at home so they can avoid delays and humiliation at the ticket counter. My friend and I are no longer Southwest customers.
Anonymous2643
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I am a woman of a "certain size" and I experienced my first humiliation at the Southwest curbside check in on Friday, September 17 at 1:15 p.m. out of LAX. I cried all the way through security and through the flight home to Oakland. Out of the 60+ flights I have taken in the last 12 months, it was the first time i was made to feel less than human. I understood that it is a delicate issue and the Curbside guy tried to be as gracious about it as possible, but when I stated that I have been flying all year and have never had a problem, he stated that he needed a second opinion. He proceeded to call whom I assume was a manger and she came to where i was standing and with an attitude checked me out from top to bottom and told him to let it go this time. For a second opinion, this woman had the worst customer service skills of all the counters. Apparently, he gave me a break "this time". I love Southwest and have tried other airlines to double check that my feelings about this company. Southwest has helped my personal living arrangement more bearable. But the experience with this woman was awful and embarrassing and I don't care who saw or didn't. She humiliated ME and that was totally uncalled for. I didn't make a big deal at the counter because I was cutting it close to my flight and I didn't want to risk my flight home. According to the policy it is based on the armrest and at no time did they ask me if the armrest would come down, the policy was implemented on them checking me out from the rear at the curbside counter. When i board the plan i gently ask the flight attended for a ext and they are so gracious about never flaunt the request. Only one time a "not so" customer friendly attendant tried to bring it to my attention, but when she saw that I could put the armrest down she left me alone. I am not sure I will continue to be a A-list Southwest customer as I do not want to stress that I will be "checked out" at the curbside again and have to justify my behind, but I do know that next time i am put in that situation, i will not let it go without notify someone of a certain position. The ironic part is that the woman who gave the second opinion was of a "certain size" herself.
snelson
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Dear Anonymous, We are sorry to have disappointed you with our service and have forwarded your concerns to our Customer Relations Department. They will be contacting you directly.
Anonymous1736
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Let me tell you why I do not fly Southwest. I have over 400,000 miles on other airlines, and I had flown once on Southwest before, with no problems. Several years ago I purchased a ticket on Southwest. I boarded the plane and was seated, buckled in (no seat belt extender) ready to go, bags checked, nobody next to me, plane about 75% full. The armrest was down. I weigh about 265. Two people came up to me from the airline and asked if I would please go with them. They explained the airline's person of size policy and said I would have to purchase another ticket. I had rented a car and reserved a hotel in the city I was going to and I know that they had both put reserves on my somewhat limited credit card balance. I believe the ticket was 149, and it would not go through, so they said I could not fly. My trip was ruined. I had to pay for the first night at the hotel and since the car rental was through either priceline or hotwire (I don't remember which) I was out that. I had to wait while they took my baggage off the plane. I think they gave me some sort of voucher to use, of course I have never flown on them again. I would be afraid they would come an get me and throw me off again. Apparently there is no rule about the size or weight of the passenger that qualifies as a person of size. That is left to the gate agent. Its arbitrary. So if you have a waist greater than 42 and a weight greater than 265 be aware, they may tag you as a person of size and may make you buy a ticket, make sure you have lots of available credit on your credit card. It was a humiliating experience. The only good part is that I have flown at least 30 times since then to destinations that they serve and not one dime has gone to Southwest and not one dime ever will.
etaureau2
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I agree - Kevin Smith is not large enough to require 2 seats. He did purchase 2 seats and when he went on standby he couldn't get 2 seats together. I on the other hand am obese and uncomfortable about flying after this incident. I would like to be able to check on an actual seat to see if I fit so I am not removed from the plane. Believe it or not I do not want my seat mates to be uncomfortable. I have gained weight recently and always worry about the space I am taking up. Luckily I don't fly that much Personally, I wish that I was more dedicated to working out and eating properly and I hope that before I fly again I will be at a girth that will make make my seat mates (and myself) comfortable. And a litte more than 17 inches in the width of the chair might be more comfortable for everyone, but I am no on to judge at this point.
Anonymous4409
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I read the customer Kevin's tweets and the response by Southwest. I think their response was more than fair. This customer Kevin obviously likes to complain and one of those that feel entitled to the world. Buddy, buy first class if you are overweight. Southwest is a budget airline and the seats are small. I applaud Southwest for how they handled this situation. And for the fans of Kevin, this guy's ranting is costing Southwest time and money, which will end up increasing air fares. You get what you pay for. I personally don't fly southwest because the seats are too small and I hate sitting next to overweight people. They encroach on my space and typically in my experience, they smell. I flied only a few times with Southwest and had two very large people of the sides of me. Needless to say, I felt so uncomfortable, I vowed to never fly Southwest again. The savings could not entice me as I would rather pay more to breath easy and not have sweaty arms rubbing against me. I have nothing against overweight people. It never seems to work in the favor of the average size person. If you are petite to average size, it's not fair for bigger people to explode into other people's seats, rub their sweaty arms on other passengers, or move around a lot with reckless disregard for those sitting next to you. The overweight person who sat next to me had so much problems moving around that each time they did, they inadvertently hit me. As the Southwest flight was full (most flights are packed), I was miserable for the flight. I think Southwest has been more than fair to Kevin. Kevin should take a step back and loo at the situation. Southwest is a budget airline and actually offers decent customer service for what they charge, Kevin should consider retracting his statements and a formal apology to Southwest. You do not go to McDonalds and expect to get five star filet mignon. They gave him the $100 voucher already and issued a formal apology (which honestly, I don't even think he deserves). In this bad economy, we should all try to support businesses big and small. If something offends you, don't take it out on the businesses. Everything is struggling. Don't add to the problem. Companies have to spend time to remedy unnecessary situations and this cost money. This will end up either leading to increase air fares or worst yet, lay off of employees. Cost have to be covered. Unless if a company actually lied to you and committed fraud, cut them some slack. Don't be a hater. I never respond to comments but this Kevin person is ridiculous.
Anonymous2045
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Southwest, This is flat out rude and horrible treatment of a guest. There are enough airline alternatives out there. I hope that people skip your flights if financially possible. I know my family will and others who hear of this cruel treatment.
Arthur2
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Good for you SW! Kevin's out of control ego just shone through here. He thinks he deserved special attention and you did not bow down! As for those defending this idiot? How much have you been paid to stroke this idiot's ego?
Anonymous3759
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I think the main problem in this story, is that Mr. Smith could have been asked beforehand if he thought he would fit comfortably in the seating arrangement, as per their size conditions. He could have been informed earlier, that he may not be able to travel in a single seat, and if need be, he would be removed from the plane due to his size and the seating arrangements booked. Just because the customer service staff do not HAVE to ask you about this condition, it does not mean it would not make good customer service if they did, prior to boarding the plane. Hence, avoiding additional embarrassment in front of other passengers (i.e. a large quantity of people). It might not be a condition of their customer service, but it sure is considerate...
Travis_from_Hou
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Saying you have an industry standard policy that allows you to discriminate against fat people is not an answer. Mark my words, this policy will one day land you in a equal opportunity lawsuit. You don't kick people who use wheelchairs out of aisle seats....wouldn't they be a safety concern for the people in their row in case of an emergency, since they will block those people in? I am not saying this to say something against the disabled, I am just saying your policy unfairly targets fat people and an unequal application of rules against one group is discrimination.
Brady_Russell
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So why did you sit another large person next to him on the next flight and then pull her off and make her cry? Why didn't you say anything to him until he sat down and already had his seatbelt buckled? And how on Earth can you say it's not a revenue generator with a straightface when the person is buying two seats? You sold both. That's revenue. Orwell warned me about companies like yours.
free_crack_adob
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i like it Blog | Nuts here and there Southwest now im your rss reader
MORGANE
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Good poste, I appreciate your idea of view for your article, and I wish you good day the pleasure of reading your future articles.Thanks.

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Single_Kontakt_
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Winning isn’t everything, it is the only thing. (Nothing matters but winning).
Anonymous2803
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On another note, I can't believe you publicized a customer's flight schedule.
Joan_Simpson
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It was certainly interesting for me to read the post. Thank you for it. I like such topics and everything connected to this matter. I definitely want to read more on that blog soon. Joan Simpson link suggest add escort milano
JR3
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Shame on you SWA! It is only because Kevin Smith is a celebrity with a widely heard platform that you bothered to apologize (if SWA actually DID apologize directly to him). The SWA gate staff that allowed Smith to board knowing there was just one seat should have not done so -- or at least reviewed the SWA policy with him. Expecting your CUSTOMERS to know every one of your policies (how many 6-point pages would that be?) is ridiculous, especially if your employees appear NOT to know them and when they are arbitrarily enforced! SWA should post the most important policies on passengers' ticket receipts, at airport gates, etc. -- especially if they are basis for arbitrary expulsion from a SWA plane.
Anonymous3314
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"Greyhound of the Air" Who posts information about guests like this? If Mr. Smith regularly ordered a Kosher meal on his flights with another airline, for example, although he had not disclosed that he were Jewish, would it be OK for that airline to disclose that information? You are Pathetic, Southwest.
Jennifer_Hanusc
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How did you "fix" the situation that you caused for Mr. Billie Joe Armstrong? I have yet to see a blog or press release (although I've heard one exists by Brad Hawkins) regarding the outcome of the situation. You had no qualms about causing the situation--removing a non-threatening, paying passenger from your flight--yet you are strangely silent now, except for a Tweet in which you said you would contact him. How did it turn out. Now that I read about Mr. Smith's situation, I am truly disgusted about how you treat some of your best, frequent flying customers! Thank you. Jennifer