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Southwest Airlines Community

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
Anonymous396
Explorer C
Good for Southwest!!!!! Normal sized people should not have to suffer because some big fatty takes up his seat and the one next to him.
Anonymous396
Explorer C
Good for Southwest!!!!! Normal sized people should not have to suffer because some big fatty takes up his seat and the one next to him.
KUGREG
Explorer C
I too will never be flying Southwest Air ever again. I am a heavier guy (not as heavy as Mr Smith) but I identify with him. It was not necessary to embarrass him and your efforts to make up for this are pathetic. You have lost another patron, no more from me.
Anonymous1906
Explorer C
Thank You SWA!!!! More airlines should enforce this.
Anonymous1906
Explorer C
Thank You SWA!!!! More airlines should enforce this.
Anonymous3347
Explorer C
He was in the seat with the arm rests down. Keep on lying Southwest. You need to fix this correctly instead of continuing to lie about the situation.
Anonymous2603
Explorer C
Puhleese! Not a 'revenue generator'. Everything Southwest, and most other airlines, do are revenue generators to give their stockholders a fat paycheck. First extra fees for baggage, now charging for blankets and pillows (and the ones that aren't will soon), and the flights have gotten miserable. I'm a tiny person and I'm cramped in the seats. I'd rather have an overweight person next to me than half the rude, smelly, non-stop talking, drunk people I've had to put up with. Of course, I quit flying SW a long time ago because of their cheapskate policies and the fact that when I did fly it 4-6 times a year, I ALWAYS, ALWAYS had some problem with flights delayed, canceled, overbooked, lost luggage. Flying has become such a hassle that we have chosen to drive 10 hours with a toddler to avoid a flight. If airlines don't start making some changes, and fast, more of them will be going under.
Anonymous2603
Explorer C
Puhleese! Not a 'revenue generator'. Everything Southwest, and most other airlines, do are revenue generators to give their stockholders a fat paycheck. First extra fees for baggage, now charging for blankets and pillows (and the ones that aren't will soon), and the flights have gotten miserable. I'm a tiny person and I'm cramped in the seats. I'd rather have an overweight person next to me than half the rude, smelly, non-stop talking, drunk people I've had to put up with. Of course, I quit flying SW a long time ago because of their cheapskate policies and the fact that when I did fly it 4-6 times a year, I ALWAYS, ALWAYS had some problem with flights delayed, canceled, overbooked, lost luggage. Flying has become such a hassle that we have chosen to drive 10 hours with a toddler to avoid a flight. If airlines don't start making some changes, and fast, more of them will be going under.
Sarah3
Explorer C
Heres an idea, How about seating 3 passengers of size all in the same row so they only encroach into each others seats and not the sear of a regular sized passenger. Let them see how it feels for once.
Toby_of_the_Hil
Explorer C
You never called Mr. Smith. This establishes you as a liar who cannot be trusted on anything.
howard_reynolds
Explorer C
you damn liars. mr. smith fit safely into the seat. armrests down, seat belt fastened. if you just apologized for an error, fine. but your dishonest attempts to spin the wrong decision by your employees have lost me as a customer. employees make mistakes. my employees make mistakes. i do not lie to my customers, or to the public when they do. i will no longer be your customer. not for the errors of your employees. but for your dishonesty.
howard_reynolds
Explorer C
you damn liars. mr. smith fit safely into the seat. armrests down, seat belt fastened. if you just apologized for an error, fine. but your dishonest attempts to spin the wrong decision by your employees have lost me as a customer. employees make mistakes. my employees make mistakes. i do not lie to my customers, or to the public when they do. i will no longer be your customer. not for the errors of your employees. but for your dishonesty.
Anonymous2326
Explorer C
I think that Southwest made a huge mistake in removing Kevin Smith from their plane. Whoever made that call should be fired, Southwest is going to lost a lot of business from this call, including mine. Kevin Smith is not that large. I fly Southwest 2-3 times a year and I am positive that he would have fit comfortably in his own seat. Calling your blog "Not so Silent Bob" and sending him a $100 giftcard does not seem like a sufficient apology to me. I will never fly Southwest again. I applaud Kevin Smith for bringing Southwest's apparent lack of customer service and simple regard for others to light.
Anonymous1381
Explorer C
Come on, people, you are way too forgetful. I remember the last headline about Kevin Smith read something like "Kevin Smith says his weight is out of control: 'I broke a toilet. That's how heavy I am.' "http://latimesblogs.latimes.com/herocomplex/2008/10/kevin-smith-say.html Look at the photo - he is not fat, he is morbidly obese.
Anonymous3663
Explorer C
This is precisely why I love Southwest and will continue to fly this airline whenever I have the option. The open seating policy allows me to exercise some control over who I sit next to, and as a small person who regularly has to fight for her right to keep all of my seat, armrest, and foot space to myself (yes, many times tall men have placed a foot into the space under the seat in front of me rather than keep it to themselves), I appreciate the opportunity to sit as far away as possible from people like Mr. K. Smith. And guess what? I never sit in the exit row. My small size would likely hamper my ability to properly operate the equipment. Is this discrimination? Should the airlines change their policy, alter the equipment, provide me a proxy who will do the heavy lifting, or somehow make it so my feelings don't get hurt because there's someplace on the airplane I shouldn't be? Of course not, that's silly, because IT'S A SAFETY ISSUE.
AsAnonymousAsYo
Explorer C
SWA DID RIGHT. It may lack consistency in its right decision, it may lack thorough oversight with its right decision, it may have shot itself in the foot with being too little/too late with the right decision, but its decision to act on a policy of SAFETY (people!), is the right one. Yes, did someone's ego get bruised? Definitely, and that really does hurt sometimes. But it's an ego, barely-famous or not; ego's are just poor little fragile thingys. A person's right to be wider than an airline seat should not affect another person's right to SAFETY. On an AIRPLANE! Smith can't blame SWA for allowing him to take only one seat, when Smith is responsible for the repercussions of HIS OWN lateral spread. Geez. Now we are not, ourselves, responsible for our own girth? But we blame somebody else for standing up for their own standards, albeit tardy? Get some context and perspective people! The fact that SWA reimburses for the second seat purchased shows more sensitivity to the issue of SAFETY as paramount above their own bottom line (no pun intended, but apropos) and should be commended. "SAFETY first" is a million times more responsible and conscientious than "DON'T WANT TO HURT ANYONE'S FEELINGS" first. SWA's got my back, and I've got theirs.
Anonymous344
Explorer C
Kevin Smith should start his own airline. Using only "wide body" jets of course.
Anonymous1457
Explorer C
I hope the National Association to Advance Fat Acceptance boycotts Southwest. I'd fly them everywhere if I knew I wouldn't be smashed by a tubby next to me! It sucks when that happens. I go home with cramped shoulders and arms when that happens...
Greg13
Explorer C
If you stand by the captain's actions and your customer service policy supports the captain's actions then why are you apologizing to Kevin Smith? That makes no sense at all and I'd love to hear your explanation.
Anonymous4387
Explorer C
Dear Fatties: You can buy 2 Big Macs - You can buy 2 seats You can buy a double-scoop cones - You can double up on seats You can super size your meals - You can super size your seats It is not my job to subsidize your ever expanding bulk by relinquishing my seat space.
Lynn5
Explorer C
wow.......i bet if he wasn't famous and so incredibly vocal (in other words---a normal patron), you wouldn't have issued such a formal apology. keep trying to cover ur ass, southwest----i think ya picked on the wrong 'fat-guy'!!! as trivial as it may seem to some-----this is definitely enough of a reason for me to boycott southwest.
Anonymous273
Explorer C
Late 1956 I worked for an airline, not SWA. In the training class we were told that over weight people needed two tickets. So this is not new. I am average sized and I am very resentful when I have to share my space with some one who has chosen to eat their way into the size of a blimp. I always keep the armrest down but some fat people flow over the top and bottom of it. Good for you, Southwest
Anonymous1884
Explorer C
My guess is it was not a planned advertising/marketing plan to offend the obese since they account for over 1 in every 3 Americans. Apparently what would normally just grind down the average customer is not such a brilliant strategy when you discriminate against someone famous enough to make your dirty little secret see the light of day. Like any corporation though, the personal implications will not mean much, but if it affects the bottom line you might want to rethink the way you treat your customers. And maybe you could trim those "wide" armrests another half inch to make certain no one has room to put his elbows on your flights.
Anonymous1405
Explorer C
ok, so for all you people who have never sat next to an over weight FAT PERSON, who MOST OF THE TIME SMELLS LIKE HECK and dont seem to care that you are being flattened by them.. don't wory southwest most of thoes who are mad and say they won't fly south west are the FAT ONES you dont want anyhow, and it would same you tons in fuel!! 🙂 Anyhow, 85% of them will still fly sw as they are cheap!!! good work!
Anonymous4361
Explorer C
This "Apology" read like an exercise in a PR writing class. BOO Southwest Airlines YOU'RE BUTT!
K_Tempest_Bradf
Explorer C
Going to join the chorus of people saying that I'll not be flying Southwest again until you take far better steps to resolve this issue and change your policies. Implying that Kevin Smith buys two seats because he knows he's too fat to fly in just one is really low and despicable. He explained why he usually buys two seats on twitter and to your agent at the gate. He passed all your Fatty tests -- put the arm rest down, didn't need an extender -- and the two women sitting on either side said they had no problem. The very idea of this being a safety issue is complete hogwash. Your discriminatory policies are still discriminatory whether practiced by other airlines or not. They're horrible and disgusting whether industry-wide or not. You can't talk your way out of this by claiming to apologize then turning around and blaming Kevin Smith for the mistakes you made and refuse to own up to. In the end, I would rather pay an extra $40 for baggage with other airlines than fly you ever again, regardless of price or destination.
Anonymous2487
Explorer C
I sure don't want to sit next to someone who fat spillage is on my side of the seat. Larger passengers should be required to either buy two seats, or fly first class if the seat size better accomodates their largess and their willingness to overindulge themselves on "have another cookie" and a burger with fries.
shoelessjay
Explorer C
Christi - Nice "crisis" management. Good job. - Jay
Anonymous2487
Explorer C
I sure don't want to sit next to someone who fat spillage is on my side of the seat. Larger passengers should be required to either buy two seats, or fly first class if the seat size better accomodates their largess and their willingness to overindulge themselves on "have another cookie" and a burger with fries.
BigAl
Explorer C
Sorry, but I'm obese and have flown Southwest several times since becoming so. I don't like buying two seats, but fair is fair, and each time I've flown, I've qualified for - and received - a full refund of the second seat purchased. If the earlier flight chosen by Kevin couldn't accomodate him, then he couldn't get on that flight and should have stuck to his original flight. Love ya Kev, but I feel SW did right - Al
Anonymous1357
Explorer C
Seems to fit well into the seat based on the picture he took of himself. Shame shame shame
Anonymous3075
Explorer C
I would love to see a list of airlines that enforce the policy of: if you are too big to lower the arm rest and you haven't purchased a second seat you can't fly. I would solely patronize those airlines over ones not enforcing the rule. I can't tell the amount of times I have walked off a plane and my back is sore becasue I had to lean to one side the entire flight because the person sitting next to me was so big they overlapped into my seat. Years ago, I was on a flight where there were two seats on either side of the plane, it was a full flight, so no other seats available the person sitting next to me was so large that even with their hip pressing against mine, I could only balance one butt cheek on the seat. And I'm a size 8!!! This country needs to get a grip on the obesity.
DoctorB
Explorer C
Decisions made by members of airline flight crews have the backing of the Federal Government in the name of safety and more so security in our post 9/11 world--although they are subject to review after the fact. Mr. Smith was a looser when he sat down, armrests down or not and he knew it. No pun intended but he was just throwing is weight around...a Hollywood not so big shot!
Anonymous2014
Explorer C
More power to you, SW, for standing up for the rights of your passengers to have access to all of the seat and arm rest they paid for. If passengers were honest, they would admit that they cringe when a very large person takes the empty seat next to them.
lauren_jones
Explorer C
I will never fly Southwest again. Just so you know.
Andrew1
Explorer C
the insensitivity towards overweight people in some of these comments is devastating. the sense of entitlement and privilege is disgusting and lacks any sort of compassion or humanity. shame on those who judge and de-value other human beings, or feel like you are better than others. as for those actually defending a faceless corporation like Southwest, guess what? if you actually listened to Smith's podcast on the situation, the higher-up he spoke to (Eric) after the incident eventually said that Southwest was WRONG. how are you going to defend someone who openly admitted their guilt?
Anonymous1456
Explorer C
What was done to Kevin, as well as the lady on his next flight, is bullshit, as is your pathetic, and insincere apology. Congrats on losing many customers!
Anonymous2629
Explorer C
I for one applaud Southwest. Thin people seem to have no rights in today's society. All I expect is to sit in my entire seat that I pay for. I do not want someone else in the seat I PAID for. Mr. Smith does not seem to have shared the whole story. GO SOUTHWEST!!
F_Ebbs
Explorer C
Good for Southwest. I have been stuck next to obese men and women on flights and those flights were miserable for me.
Anonymous3708
Explorer C
Please, SWA, continue to respect your passengers who pay for a seat and expect that it not be encroached by an obese passenger, who should be required to purchase 2 seats. My family will keep flying SWA!
Reza_Farzan
Explorer C
Regardless of the fact that Southwest instituted its Customer of Size policy more than 25 years ago, your response shows that during the past 25 years Southwest has not learned how to defuse a situation like this tactfully and respectfully. The moment Southwest learned that Mr. Smith had decided to change his flight where he had originally purchased two tickets for occupying two (2) seats, to a different flight where he did NOT have that privilege for occupying two (2) seats, Southwest should have advised Mr. Smith that there was no more seats available on that flight—instead of allowing him to board—knowing that there was only ONE seat available—and then to rudely ask him to leave the plane. Southwest should have treated Mr. Smith—fat or not, with utmost respect, whether he is a film director or not. By justifying its terrible action in this case, Southwest airlines shows its incompetence in handling customer service matters; if it can justify this, it can justify any other wrong action that it may take against other passengers. Moreover, Southwest employees must re-read their Mission Statement again: “Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.”
Rick31
Explorer C
I feel your policy on oversized people is proper and considerate of the adjacent passengers. I shouldn't have to lean to one side to make room for the person next to me. I paid for one seat and should be entitled to the entire seat width. If a person cannot fit within the armrests of their seat they should be required to purchase two seats or fly first class.
Anonymous1128
Explorer C
Thank You Southwest on behalf of all the people who have to sit next to fat a-holes like this guy.
Robert_de_Leon_
Explorer C
I've used SWA in the past and this experience although did not happen to me really puts a sour taste in my mouth. Regardless of one's weight, it was rather rude that you would ask for someone to get off the plane especially after boarding them. I may have to look at other avenues when travelling this summer for my usual Summer Vacation.
Anonymous1128
Explorer C
Thank You Southwest on behalf of all the people who have to sit next to fat a-holes like this guy.
Anonymous1222
Explorer C
Judging from the posts most have never experienced the enjoyment of having their seat overlapped by someone with an unfortunate obese condition. From personal experience it ain't fun. You think Oakland to Burbank is bad, try Burbank to Chicago. The error here is that Southwest didn't cover Kevin for the two seats he purchased when they offered him standby. Sorry Southwest, but you chose about the worst heavy set (is that still p.c., it's hard to keep up anymore) guy you could to screw with but I'm sure it'll make for a clever jingle or two.
Anonymous1078
Explorer C
For everyone on Kevin's side, I'd like to see you sit next to him and tell us how comfortable you were, or maybe your his size too! Give me a break! Rules are rules, lets remember the original facts...he admitted to purchasing two seats from the get go, obviously he knew the rules and knew he needed the extra seat!
Big_Phil
Explorer C
I'm six foot tall and tip the scales at 300 pounds. Yes, I'm a fatty. Like Jumbo the Elephant I salivate at the thought of Southwest's delicious in-flight peanuts. I travel for a living and consider myself lucky enough to live in a Southwest hub city. I have A-list status and qualify annually for a companion pass. Knowing full well the size of my posterior, I have designated my ass as my companion. While I can still manage to fully deploy the arm rests, I would love for my favorite airline to clarify this 25 year old policy as I and my companion are on the cusp of possible ejection from a flight. PS How big has Kevin Smith gotten exactly? In my travels I've seen passengers on Southwest who've made me feel small as a Minnow in comparison to a Beluga Whale! Or is this simply a "Left Coast" thing?
Tall_and_wide
Explorer C
I am 6'4" 250 lbs guy. I have traveled the world (400,000 total air miles). I have never fit correctly into a seat. My hips (butt) fit into the seat and I have don't need a seat belt extender. I am very wide through the shoulders. I fill my seat fully at the top. I fit on the local prop planes. SOMEONE PLEASE EXPLAIN!!! These morbid obese people (3 seat belt extenders) did not get fat walking down the Jetway, or did they? Nope, they did not. There are plenty of carry on bag size checkers. The airlines ask you to check the bags for fit. If it does not fit, it must be checked. This rule is clear to all who fly. Each gate has this fit check device. There will be no issues when you get on the airplane. You had your chance to test fit it. Also, the gate agents look at bags and advise that it wont fit. But, if this bag is being held by a 5'6" woman who is 325 pounds (sorry Oprah), they never ask if she has an extra seat. They should. This will end the on-the-plane confrontations. A test seat by the gate or a very discreet conservation before boarding. What a walk of shame off the plane. I have no idea how large Mr. Smith is, but I expect this was not his first flight. Also his buying two seats, is this for the buffer zone from the commoners or has he been instructed to? When your a large person, you will do anything to not be noticed for being fat. I have never and will never fly SWA.
Jeff_T__Sampson
Explorer C
Southwest has a very reasonable policy on dealing with overweight passengers, the problem here is that that policy was not followed. This passenger, famous or not, was singled out and a new policy was made up on the spot by someone from Southwest. From your website: "Customers who are unable to lower both armrests and/or who compromise any portion of adjacent seating should proactively book the number of seats needed prior to travel." According to Smith, he was able to lower both armrests and buckle the restraint even without the need for a belt extender. I don't see how this does not meet the guidelines so its hard to see this as anything other than arbitrary decision making on the part of the Southwest staff either at the gate, jetway or on the aircraft.