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Not So Silent Bob

cday
Frequent Flyer C

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.

1,758 Comments
Paul_S_
Explorer C
This is an example of why there can not be a gray area. If you are going to allow your employees to make this type of decision without a quantitative measure - you are opening yourself up to this. Your airline deserves the world of bad PR that this has resulted in. And then to go the extra mile and disclose private travel habit info. If anyone of us that flies your airline had the money to buy 2 seats - i am sure that most of us would. My 10 year old son feels crowded in your tiny seats and he weighs 70lbs. Your employee dropped the ball for the organization and you have been called on the "carpet" for it. Someone should have been at the gate in Burbank kissing his feet - apologizing for your employee. I hope there are grounds for a class action lawsuit for all who have been wronged in this way. If you are going to make these rules, place a seat surrounded by walls a the gate like you do for luggage. If you cant fit you can't fly. DO NOT LEAVE THIS IN SOME GRAY AREA. We all have been next to a large customer at one time or another. His flight was a one hour commuter, not a cross country junket. There should be NO GRAY AREAS here. If you are going to impose a rule, you must be able to solidly quantify your justifications for the decisions of your employees.
Anonymous2917
Explorer C
This blog doesn't address the real issue - the fact that Mr. Smith was, in fact, able to lower the armrests. You seem to be punishing him on the current flight for his past behavior, and you bringing up the fact that he generally purchases two seats only reinforces that assumption. Shame on you, and god forbid I should decide to purchase two seats at some future point for my own comfort - I'd likely be kicked off any future flights should I fail to do so.
Anonymous2993
Explorer C
I am not feeling for Kevin Smith, or for that fact, any people that "SPILL" over in the seat. C'mon FAT people, I say sit in the three-seat row together across the country, and tell me, you are NOT uncomfortable with each other!!!! I am sick and tired of sharing your fat arms, thighs, and any other body parts that start touching mine. NO, I did not pay for my seat to accept this crap! Get over it, and if Kevin is more embarassed than anything else in front of the "normies", perhaps it is time to GO ON A DIET!!!!!!
Anonymous2993
Explorer C
I am not feeling for Kevin Smith, or for that fact, any people that "SPILL" over in the seat. C'mon FAT people, I say sit in the three-seat row together across the country, and tell me, you are NOT uncomfortable with each other!!!! I am sick and tired of sharing your fat arms, thighs, and any other body parts that start touching mine. NO, I did not pay for my seat to accept this crap! Get over it, and if Kevin is more embarassed than anything else in front of the "normies", perhaps it is time to GO ON A DIET!!!!!!
StupiditySux
Explorer C
Hey FlyingPhotog, I believe SWA set up the comment option so people can comment. I don't see you posting your name and address with your "OH SO BRAVE" comment. So what should people be doing? Go out to SWA with torches and pitchforks? You're an idiot. Why don't you log back on and post your name and address. Why don't you post your real name and address on everything you post on the internet. Apparently, you're the bravest person in the world and don't believe in identity theft or the fact that somebody posting on Kevin Smiths behalf might be a Navy Seal. It seemed like Kevin Smith tried to resolve the situation until they kicked him off the flight. I don't know this person who wrote this. She was probably directed to by a superior, I highly disagree with releasing information about how many seats he buys when he travels. I love how SWA is trying to make this pilot out to be like his name was Sully by kicking a fat guy following the rules of an airplane. So, if you're really that brave, post your name and address and challenge every Kevin Smith out there to do something which would be considered brave in this situation. I hate stupid people.
StupiditySux
Explorer C
Hey FlyingPhotog, I believe SWA set up the comment option so people can comment. I don't see you posting your name and address with your "OH SO BRAVE" comment. So what should people be doing? Go out to SWA with torches and pitchforks? You're an idiot. Why don't you log back on and post your name and address. Why don't you post your real name and address on everything you post on the internet. Apparently, you're the bravest person in the world and don't believe in identity theft or the fact that somebody posting on Kevin Smiths behalf might be a Navy Seal. It seemed like Kevin Smith tried to resolve the situation until they kicked him off the flight. I don't know this person who wrote this. She was probably directed to by a superior, I highly disagree with releasing information about how many seats he buys when he travels. I love how SWA is trying to make this pilot out to be like his name was Sully by kicking a fat guy following the rules of an airplane. So, if you're really that brave, post your name and address and challenge every Kevin Smith out there to do something which would be considered brave in this situation. I hate stupid people.
Anonymous516
Explorer C
Your customer service consistently blows. I'm just glad one of your annoying staff finally picked on the wrong person. I don't fly SW because you treat your passengers like cattle and now apparently even cattle aren't allowed. You suck. Your policies suck. I'll pay more to fly with a decent airline.
No_way__no_how
Explorer C
Southwest continues to repeat the lie that "Most, if not all, carriers have similar policies". I'm Mr. Smith's size, but I have never been harassed in any way on any other airline. They are all happy for my business. I am a member of a government board and occasionally have to travel on official business. I refuse to use Southwest and have encouraged my colleagues to do the same. So far I have moved thousands of dollars of business away from Southwest and will continue to do so.
Bria_K
Explorer C
Your apology is empty and your justification for the actions you took is shaky at best and insulting. You're digging a PR hole here, and even though I've never flown before, I do have plans to fly in the near future and it most certainly won't be with Southwest Air. Congrats, you've proven how thoughtless, rude, and ridiculous you are.
TAS
Explorer C
Good for you Southwest. It is nice to know that you have a clear policy that you stand by. Common sense dictates that if a person cannot fit in one seat, he should not be permitted to fly in it. Stand your ground! You will gain more normal size customers by making it clear that you will look out for their comfort and safety. Rules are rules, and Mr. Smith is not above them.
Anonymous2304
Explorer C
As a valued customer who purchased 2 seats multiple time was he (Kevin Smith) ever advised/given the refund for the 2nd seat if the flight was not over sold as is allowed in your policy? And what of the woman on his flight home who was advised that she should buy a second seat after she boarded the plane despite the fact it was not oversold?
Colin_Alsheimer
Explorer C
Christi - I think this situation was handled well by your team, and I think that Kevin Smith was out of line, seeing as how he violated what seems to be a fairly standard policy.
Don9
Explorer C
Southwest acted appropriately. Mr. Smith is trying to make something out of nothing perhaps seeking a little publicity for himself. If you take up more than one seat, pay for two. If you go standby for a flight with only one seat available but you need two, don't be upset if you get bumped. Too many precious little snowflakes in this world. Keep up the great work Southwest!
hotclaws
Explorer C
Is this from a new Kevin Smith movie? Because it's damn funny.
Barry_Dalton
Explorer C
I love you guys but you screwed up. Not because you kicked one of my fav directors off one of your planes. In my opinion, the root cause of this issue in the first place? And my suggestion to all airlines. If you can't make money in this business without continually having to cram more and more seats into the same plane, then go do something else. At the end of the day, airlines brought this upon themselves. Big people flew 30 years ago. But, they, and the people around them, had a lot more room to spread their wings...and butts. Now, as a result, you have backed yourself into an unenviable corner. This is a higher level strategic customer service issue than appears on the surface also. Can you really service everyone equally under these conditions while also servicing the common interests of the masses of your customer base? Or is that always going to end in disaster? An average full passenger plane carries a couple hundred people of varying sizes and reasons for flying. Like hundreds of others....of course I blogged about it. http://custservicestories.blogspot.com/2010/02/silent-bob-finds-his-voice.html
Anonymous3762
Explorer B
Not overweight, but your treatment of people who are is despicable. My family will not be using SWA.
Paul_T
Explorer C
Out of all of the BS that is flying around in the aftermath of Kevin Smith being ejected from a SWA flight for being a person of size, the one thing that bother me more than anything is the fact that because the overweight guy is a Hollywood name, he gets to pull his strings and get PR on his side, when in fact, this type of incident probably occurs daily considering how fat our population is on average and guess what, they never make the news, nor do they ever garner a public apology. Which basically means that SWA should grow a pair and stop grovelling when they haven't done anything wrong. They were following company policy and did the right thing by ejecting him. So don't give in to his BS, just because he can make internet traffic flow. People will still fly with you and people will respect you more if you hold your ground. Otherwise, you're just opening the flood gates for every oversize person to come a bitchin'.
Benny
Explorer C
You know what SWA - this time you have been caught out. SWA attitude is unhelpful, discriminatory and treated Mr Smith very badly. On this occasion personal attitudes of your staff have been exposed to the public. I for one am tired of your garbage level of service. I invite everyone else, particullay those potential customers who don't meet SWA guidlines on appearance to keep their $ and fly with someone else.
Anonymous4195
Explorer C
THANK YOU SWA!!! FINALLY someone is actually enforcing the fact that being over weight can be a safety hazard. If you cant get in and out of the seat easily you are risking your safety and the person sitting next to you safety because you could be in their way by not being able to get out of your seat in the case of an emergency. I for one would not want to sit next to a person who can't get out of their seat quickly if something does happen. SWA has no reason to be sorry for taking Mr. Smith off the flight because it was for his, and anyone sitting next to him, safety. It is their job to ensure their passengers safety and that is exactly what they were doing. Mr. Smith knew the policy SWA had in place and chose to get on the flight any way. Its his fault NOT SWA's that he got kicked off.
Pete_Roth
Explorer C
Well, I personally think that if you're too big to sit in a seat, whether due to obesity or just a big muscular NFL linebacker, if you infringe upon a neighbor's seat, you're stealing from that passenger. I mean, I fly for a living, and there's not much worse than having a large guy or gal next to you whose arm is right up against yours. Planes are hot as-is, and having the extra heat of a person on you sucks. I paid my ticket price, so why the hell should I have to sublet part of my seat area for free, and be uncomfortable? This isn't a FAT person issue, this is a CUBIC INCHES issue. If you had a house next to mine and decided to add onto it and build into my backyard, I'd have a problem with that too. This is no different. Kudos to Southwest for showing that celebrity does NOT mean special treatment. I love Kevin Smith's movies, but this is such an EPIC FAIL on his part - I mean, he buys 2 tickets because he knows the policy, and he CHOSE to fly standby, knowing this could happen. Piss on him. This is sour grapes for being called out on the policy HE KNEW EXISTED. Celebrity does NOT buy you special favors, Kev.
Anonymous4195
Explorer C
THANK YOU SWA!!! FINALLY someone is actually enforcing the fact that being over weight can be a safety hazard. If you cant get in and out of the seat easily you are risking your safety and the person sitting next to you safety because you could be in their way by not being able to get out of your seat in the case of an emergency. I for one would not want to sit next to a person who can't get out of their seat quickly if something does happen. SWA has no reason to be sorry for taking Mr. Smith off the flight because it was for his, and anyone sitting next to him, safety. It is their job to ensure their passengers safety and that is exactly what they were doing. Mr. Smith knew the policy SWA had in place and chose to get on the flight any way. Its his fault NOT SWA's that he got kicked off.
safetyandcomfor
Explorer C
well lets see....kevin smith knows hes a large man, he bought 2 tkts to trvl, then he decides to trvl earlier, however only 1 seat is available? what seams to be the problem? if u need 1 & 1/2 or 2 seats and only 1 seat is available "U DONT TRVL" plain and simple !!! it sounds like a case of the "ME SINDROME", well kevin i hate to inform u but you are not in this world alone...have some consideration for all the rest of us who exist on this planet !!!! it certainly sounds to me that southwest only had your safety and comfort in mind, as well as the poor soul who would have had to squeeze into the seat next to you. what about their comfort and safety, do they have any rights? im sure these policies and procedures are inplace for good reasons (above mentioned) so get over it with your big bad self !! southwest does have the best safety records in the industry (do your homework people) and let the truth be known. kevin smith have you ever thought that maybe you shud buy a first class tkt on a carrier that offers first class? or maybe charter your own plane? or better yet produce a show about celebrity BIGGEST LOSERS...starring yourself !! KEVIN SMITH ITS NOT ALL ABOUT YOU !! think about it...you do have rights but so does everyone else !! get a HUGE CLUE !! the world doesnt exist around YOU, (you exist in this world as we all do !!) THANK U SOUTHWEST FOR THINKING OF MY SAFETY AND COMFORT !!!
Travel_too_Much
Explorer C
This slob of a director took a picture of himself when he started crying during his tweets. He is clearly expanding beyond the confines of his seat. I have been trapped next to oversized passengers and had their elbow resting against me and their sweaty, fat thighs pushing under the seat rest. What right do you fatties have to be in my seat area? Stop crying and stop eating. Thank you Southwest for considering the other passengers..
Travel_too_Much
Explorer C
This slob of a director took a picture of himself when he started crying during his tweets. He is clearly expanding beyond the confines of his seat. I have been trapped next to oversized passengers and had their elbow resting against me and their sweaty, fat thighs pushing under the seat rest. What right do you fatties have to be in my seat area? Stop crying and stop eating. Thank you Southwest for considering the other passengers..
Anonymous3986
Explorer C
Sharing an armrest is already a encroachment, what more if I have to share a space with a fat person. They should buy extra seat whenever possible and have it refunded when space next to them could left open. That's fair for everyone!
Echo
Explorer C
Why did Southwest feel any need to apologize at all ? Mr. Smith bought 2 seats to begin with, so he was well aware that he NEEDED 2 seats. I'm not buying that happy horse shit that he buys two to keep the adoring masses at bay. PULEEZE !! Don't want to have to buy two seats? Lose weight. It's MORE unfair to other passengers who paid the same price he did for a FULL seat to end up with 1/3 of a seat because of someone elses choices. Mr. Smiths sense of entitlement is astounding. And a sign of whats wrong with our world. Mr. Smith...if you only want to pay for one seat and feel the need to 'spread out'? Drop some coin and buy yourself a first class seat. They're bigger and you won't have to deal with the great unwashed. Until then ? Quitcherbitchin...
Anonymous2555
Explorer C
Wow, this was a horrible move on your part. First of all he was allowed to go from two seats purchased to one and he said he would eat the cost. Don't you think someone should have mentioned something earlier? Next, he was seated with both arms down and belt fastened *without* an extender. The women on either side said that he was fine. Now, granted, it's his word against yours ::shrug:: but look at it this way, the only ones of your corporation who were actually there were the pilot and the flight attendant...oh, but the pilot was up in front because he told the attendant to do the dirty work...but still. The final score is kicking someone off the plane *that* publicly is a horrible way to conduct business. You admitted that you do this all the time, the only reason you said something now is because you are getting bad press. When I've flown with you in the past, I can put the arm rest down and buckle without an extender. But it is cramped (I'm over 6'). I'm afraid to fly with you now because who knows if I'll be humiliated and get kicked off for being "too fat".
Anonymous2217
Explorer C
Having spent several flights over the years sitting next to significantly overweight people like Kevin Smith who overflow into adjacent seats, I am grateful that Southwest has acted on a policy intended to ensure a comfortable ride for the VAST MAJORITY of its customers. Congratulations Southwest on doing something that needs to be done. I'm riding with you - and staying fit when I'm not on the plane.
T_Biggs
Explorer C
I fly SW all the time. They by far are the best in the industry and did the right thing. Lose some weight America.... aren't you embarrassed that you need "special" seating arrangements?
Anonymous1141
Explorer C
I was just hearing about this on Rosie's radio show. EVERYONE calling in is saying they hate SWA. If the 2 women on either side of him said he was Ok, what was the problem? Also Kevin has said he usually purchases 2 seats because he doesn't want to talk to anyon when he flies (I don't blame him!) not because he is overweight. I also will never fly with them again! I have never seen this kind of selective humiliation on any of the other airlines.
Jason24
Explorer C
Southwest: I am a "person of size" and I guess that I have mixed feelings about your treatment of Mr. Smith and this policy. First, I have experienced sitting next to someone that is clearly too large for their seat on another airline and I get the frustration that others feel on this issue. That said, it very much feels like that the policy is arbitrarily applied. Franky, I am not sure if there is a fair way to apply the policy without even more embarrassment for those involved. Second, I understand that Mr. Smith publicly called you out on this, but I guess I'd like for you to stop the open hatred towards the portly masses on a post like this. Those of you idiots that incorrect assume that everyone with a tummy must be eating HoHos 24/7 are at best insensitive and at worse, so full of ignorance and hate themselves that I am not sure if you can meaningfully speak on this issue.
Rebecca13
Explorer C
You know what, fat or not, celebrity or not, we are all HUMAN BEINGS. We need to treat each other with more respect than this. It is unthinkable that a company would treat its customers with such disrespect. I HATE that people think it's okay to treat people with such disrespect. You should be ashamed! I'm a thin person, but I would never disrespect someone because of weight. I'll never fly this airline again unless you change your policies and admit that you were wrong!
Brett5
Explorer C
I applaud Southwest for what they do. It is this very fact that has convinced me to fly them as a first choice above all other carriers, when ever possible. Mr. Smith obviously knew the policy and still elected to use the situation that he created, to grab some free advertising at the expense of a very responsible air carrier. Bravo Southwest!, for your passenger comfort policies. I personally appreciate them.
Baylink
Explorer C
Ok. First, no, I'm not a fanboi, in either direction, although -- full disclosure -- my best friend's been a ramper for SWA for about 6 years now. I caught this when it first tore loose last night; I might have been the first person to point it out to Christi and Brandy, or not, but they were on it within about 3 minutes. There are quite some number of things in the comments here that I want to address: 1) We know, because SWA told us, that Smith often buys 2 tickets on their flights. We have speculation that he doesn't do it because he's "of size", but because he wants privacy from people handing him scripts. But that's only speculation, and you can't then use it as evidence against SWA, guys. 2) Why did SWA tell us this? Well, cause someone was sniping at them in *very* public, for questionable reasons. That Kevin buys 2 tix on SWA as a matter of course seems entirely germane to this issue, to me. 3) Did SWA screw up? Certainly; if there *weren't* any other seats on the plane, they shouldn't have standby'd someone who had 2 tickets onto it. If there *were*, they shouldn't have taken him off. 4) Is Smith bitching about the wrong thing? Certainly; he's trying to make this about the CoS policy, when it's *not*; if it *was*, he wouldn't have been buying two tickets right along... or *he* would have told us that he did it for privacy reasons, instead of commenters here trying to fanwank it. (I gather from one comment that he might have said this in the podcast, I didn't listen to it.) 5) Is Smith entitled to privacy over his weight? Hell no; not only did he bring this up -- quite loudly -- but *he makes no bones about how fat he is; the contrary, it's one of his major riffs; anyone who doesn't think so, go read his last 3 months of tweets. You think SWA did Smith; imagine being Smith's *wife*. He's actually a sit-down comedian; he's *completely* a public figure; if he talks about it first, all bets are off. Legally. 6) @Topher: the person whom you dissed as astroturf is *British*; they say things like "carriage". You missed "ticked the box"? 7) "Not So Silent Bob". I think that was genius, myself. Sometimes you have to be a corporation, but there's no sense in not trying not to be one, whenever possible -- and that's clearly what they were doing. 8) There is no number 8. 9) Though Good Morning America tried to book Smith the next morning to talk about the incident -- among others (and yes, GMA showing up at his door might have been a bit of a stretch, but again: *this is news. Smith made it news. He shouldn't be surprised when it's covered as news*) -- his response is, effectively, "No, I'm gonna tell *my side of the story* on my podcast, and if anyone wants to ask me questions or counter it, well, my 1.6 million followers won't hear them, and I won't engage". Sorry, folks; that's when Smith lost his credibility with me, personally. 10) "Customer of Fragrance" would be a great name for a rock band. 11) Equating size, color, and faith as issues which might impact someone's seating on an airliner is a strawman of this highest order. *Whether you physically fit in the seat* is an objective measure, not based on anyone's personal tastes or prejudices. As we've noted, that particular issue may not actually apply to this case, which is why it's so disingenuous that this is the point Smith is harping on. 12) "policy allows any employee to challenge any passenger at any time". Yup. Southwest's policy does that, and if you read the policy of every other scheduled part 121 commercial airline, I guarantee you their policy will say the same thing, for precisely the same reasons. If these things trouble you, then fly charter, or drive. 13) Concerning the opinions of other people who are identified as Southwest employees, posting on private accounts: they may be being pretty dumb, and endangering their jobs, but if *you* take what they say as the official position of Southwest Airlines, then you're the one being an idiot. If you don't think people should be entitled to their opinion, then what the hell are you posting *here* for, huh? 14) @Brendhan: your list of incidents there? How much time does that cover? In 2008, SWA flew 101,920,598 people. Even if we apply Joe Girard's "Law of 250" to that list of 5 incidents, and call it 1250 incidents that didn't make the news on Twitter and Slashdot, that's slightly over .001%, which explains SWA's customer service ranking in the industry. Assuming they all happened the same year, which I'm quite certain they did not. See also "sampling bias". 15) ... but at this point I'll be repeating myself, and I have real work to do. It's the nature of America today that I probably haven't changed the mind of anyone who *posted* here; mere facts rarely accomplish that. But perhaps those just reading will benefit from a balanced, reasonable, thoughtful recap of the issue, and hopefully I've provided one which is comprehensible, rather than compost.
EKay
Explorer C
That's the worst excuse of an apology I have ever read. I will definitely be taking my business elsewhere.
Anonymous993
Explorer C
Wow, as a man of size I am outraged not only by the actions of Southwest but by the hateful outpouring of support from some of you here. I am by no means a perfect person but some of the judgemental and spitful things said her about big people makes me sick. Mr Smith has every right to be pissed after what he went through, I am more inclined to believe his version of the story at this point because I can see the spin SW is trying to put on this. He was already seated and even put his armrests down to show this stupid ticket clerk that there was really no issue and he was still ejected. Shame
John__Chicago
Explorer C
Truth be told sometimes businesses make poor customer service decisions. Businesses are run by people, who make mistakes sometimes. Even if this were a mistake in judgment, it has gone way too far on Mr. Smith's part. Southwest handled the situation quickly, humbly and fairly and that should be the end of the story. But Mr. Smith won't let it go. Here is the reality of the situation: the world does not revolve around Mr. Smith. There are other people who are affected by his actions. He was not the only one on that flight. I have no problem with Mr. Smith's weight. But he must realize when his weight compromises the safety and comfort of others, then he must, with modesty and humility, accept the additional restrictions called for by the companies he flies on.
Pablo
Explorer C
Airlines got to the point where being confined to a coach seat may be called cruel and unusual punishment, especially on a longer flights. Like an earlier blogger, I was seated many times next to screaming babies, smelly people, incontinent old people - all othem infrindeg on my personal space, none of them were forced to buy 2 tickets. We all should put pressure on the airlines to have humane seating arrangement and treat cusntomers with at least minimial respect.
ogman
Explorer C
This policy is well known and provides a positive flight experience for Southwest passengers. Mr. Smith knew of the policy and willfully chose non-adherence. This decision resulted in an uncomfortable situation for him and, like many privileged individuals, he decided to use his fame to attack those not responsible for his discomfort. I continue to support Southwest and will boycott Mr. Smith's movies. I do, however, wish that Southwest had the courage to forgo a needless apology.
Tee
Explorer C
Still waiting for the explanation on why SW chooses to remove a passenger, citing their policy, when their policy states that a customer must be able to lower both arm rests in order to remain on the plane -- and Smith had been able to do so? In any case, while I have your attention, Southwest, I'd like to also ask that you add to your customer comfort evangelism by instituting a policy that states passengers who meet any one of the following criteria also be required to pad their presence with extra purchased seats around them: :: smokers :: people with body odor :: incessant talkers :: sleeping leaners and droolers :: heavy flight drinkers But I'm not holding my breath. At least not until I board my next flight.
Mrs__Kerr_age_5
Explorer C
Backpedal to your heart's content, SWA, but this time you just plain screwed up. This time you insulted somebody with a voice that gets heard. I love it! Remember the days when the Customer was "always right?" Remember "service with a smile?" Well, I do, and I miss them very much. So here's my hope that this incident results in SIGNIFICANT repercussions for you that affect your bottom line all to heck. Looks like you could get fired, Southwest Airlines! How does that humble pie taste?
Jack_Strob
Explorer C
Ok, I've read at least 40 posts here that are calling out "Persons of Size". That is such total horseapples. That's fat people lobbyist-speak for "Let's find a name that produces feelings of discrimination, like People Of Color used to...oh, I have it, People Of Size!" Look, people were born black, brown, white, yellow and red, and anyone discriminating based on how they were born or where they're from is WRONG. Discriminating against someone who refuses to take their fat ass to a gym, get a personal trainer, WALK, not binge eat Twinkies and wash it down with a super-size coke, is COMPLETELY appropriate. Does a ladder discriminate when it's listed for a 300 pound weight limit? NOPE, it was designed and engineered for a specific purpose. Shut your fat pieholes, you easily offended fat pukes, and get on a treadmill. Fuck, go abuse some laxatives or get a surgery. I am SICK of people who make SPECIFIC life decisions to be a certain way wanting to have SPECIAL rights because they CHOOSE to partake in a certain lifestyle. You go, Southwest. Next time I fly, I'll think harder about your airlines because you're not bowing down to the sacred COWS in the Fat-People's Liberation Army For Special Rights. Fuck Them.
Anonymous938
Explorer C
How do you determine who is "too fat to fly"? I was at MacWorld and saw Smith. I've flown with some very large people and Smith comes nowhere near what I would call obese. You guys messed up big time...
jimjimbobim
Explorer C
Yet another example of the decline in airline customer service. I am going to communicate my unhappiness in the only way businesses understand, I will never fly on SWA again. I will also do my best to convince everyone I know to avoid using this airline and steer them toward alternative service providers.
ALCALA_AYALA
Explorer C
Sorry Southwest, but if you were a company "committed to serving your customers in safety and comfort", you would: 1.) Recognize that the waist line of your customer base has grown since these planes and seats were first designed FIFTY years ago and that the current seat width is woefully inadequate for the MAJORITY of Americans. 2.) Recognize that Americans are also getting taller and that the legroom on your planes is not only inadequate, but PAINFUL for anyone over 6'3. The first step is realizing YOU have a problem Southwest (along with every other airline, to be fair). Enacting discriminatory policies against "people of size" as well as maintaing seats that were designed in the 1960's do not, in any way, serve your passenger's COMFORT -- the majority of whom are overweight.
ALCALA_AYALA
Explorer C
Sorry Southwest, but if you were a company "committed to serving your customers in safety and comfort", you would: 1.) Recognize that the waist line of your customer base has grown since these planes and seats were first designed FIFTY years ago and that the current seat width is woefully inadequate for the MAJORITY of Americans. 2.) Recognize that Americans are also getting taller and that the legroom on your planes is not only inadequate, but PAINFUL for anyone over 6'3. The first step is realizing YOU have a problem Southwest (along with every other airline, to be fair). Enacting discriminatory policies against "people of size" as well as maintaing seats that were designed in the 1960's do not, in any way, serve your passenger's COMFORT -- the majority of whom are overweight.
Anonymous3983
Explorer C
If Kevin Smith can't fit himself within the seat and any part of his body is going over the armrest then I agree with southwest to have 2 seats in order to fly ensuring fellow passengers comfort.
Planet_Earth
Explorer C
Most of the people here claiming they will never fly with Southwest again are fatties. They are wasteful, spoiled creatures that constantly want more for less when it comes to space and food. Why? So they can grow even larger. Next time fatties are on an airplane the in flight movie should be Wall-E, so they can see the obese and incapable future they are headed towards.
Anonymous2740
Explorer C
I am flying Southwest tomorrow. THANK YOU for your policy, I am a small guy and do NOT want someone else's backside in my seat, tyvm.
Anonymous3649
Explorer C
Forget how many seats were purchased there are two facts in the situation 1- He was kicked off the flight 2- Safety concern was the reason From your writen policy: "The armrest is the definitive gauge for a Customer of size" He confirmed that he fit into the seat with both armrest down, so why was he denied access to the flight. The word definitive is pretty clear and he past that test. So... why was kicked off? Do you have another "unwritten policy"?