Skip to main content

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
Dale10
Explorer C
I hope to soon read the Christi Day has been terminated for the offensive tone taken in this post about a paying customer. SWA Has lost another customer.
Ryan_Egesdahl
Explorer C
Unlike the other "Anonymous" posters around here, I am happy to state with confidence that I am happy with Southwest's handling of this situation - and I am willing to attach my name to it. Shame on Kevin Smith for suddenly "not liking" a policy with which he apparently agreed for quite some time just when it became inconvenient. And, by the way, Southwest hasn't disclosed any details that Kevin Smith hasn't already disclosed on his 1.5 hour long rant on the subject, so all of you who keep knocking the airline for defending itself can shut it. Besides, it's not like Southwest didn't try its best to work within its own guidelines (to which Kevin Smith admittedly AGREED for a period of time) to ensure passage on a later flight and an attempt to compensate him for the inconvenience. A point might be made about the policy itself: while I agree with Southwest's reasoning and intentions, it can be inherently discriminatory. But if there is a point to make, Kevin Smith, who AGREED TO THE POLICY for some period of time and only voiced disagreement WHEN IT BECAME INCONVENIENT is certainly not the person to make it.
Jack_Caffrey
Explorer C
You need to check your statistics. The majority of the US population weighs more than the "average" weight. Southwest, as well as other airlines, have seat sizes smaller the the "average" person is comfortable with. I personally have been approached by Southwest several times because of my weight. The arms of the seats were down and I was in the seat each time. The approach to me was embarassing and obvious to others around me. The call seams to be not whether a person can sit in the seat with the arms down but rather a subjective decision of the the staff of Southwest. I have been flying other (non Southwest) flights and NEVER experienced any issues like this. The policy is vauge and arbitrary and I have vowed to never fly Southwest again. This means Southwest losses on my fare and my families fares each time I fly. When my friends and I fly we do not fly Southwest. The industry as a whole needs to re-examine the issues of seat size. Southwest's bare bones flights appear to be just that, flights targeted to small sub normal weight people. This is an ADA (disability issue) for many of us and maybe we need to push the issues from that standpoint. A mobility challaged over weight person who's rights have been violated.
Robin13
Explorer C
I travel frequently for business and personal travel. I coose SWA almost exclusively. I have never had a problem with a SWA flight. In fact, the company has been nothing but helpful when I've needed to make changes to travel plans. Last year, when my husband died, I called them to cancel a flight he had booked. The issued me a travel voucher for the full amount of the ticket purchase. They did not ask for a copy of the death certificate. The ticket agent was extremely kind and caring. As far as the plus size passenger issue goes, I completely agree with the airline. Your "rights" end when you overflow into my seat. I paid full price for my ticket as well, and I have just as much right to sit in my seat in comfort and safety. If you must overflow into the space I've paid for then we will work it this way: You sit first and I get to lean on you. Or, if you don't like that arrangement. you sit first and I will sit my 6 year old son next to you. Feel free to entertain him throughout the flight. After all, he's not using that extra space and since he's sharing it, it's the least you can do. The rules are there for everybody. I paid $50 in January for an overweight checked bag. The weight limit was 50 lbs; my bag weighed in at 51.4 lbs. I smiled and paid the fee and went on my way. It's not the airline's fault that I did a bad job packing and made the bag too heavy. It was my own and I took responsibility by paying the fee. Self proclaimed celebrity is no excuse for preferential treatment. If Mr. Smith was unhappy with the arrangement, he could have stayed on his original flight.
Brandon_Copelan
Explorer C
I sincerely hope you Bastards burn in Hell. But, for now, I'll enjoy Kev bashing you and your (in my opinion) predjudice policies. The Economy may have just gotten harder for you, Southwest. But, YOU made your bed... Now sleep.
Anonymous3335
Explorer C
Southwest, you need to fire the flight attendant that kicked Kevin off the flight. I will never fly your airline again.
Anonymous1397
Explorer C
I think this is a good explanation. Much better than Lindar blaming the employees for following policy. There is no way to please everyone with this delicate situation. I also find it intriguing that Kevin has come up with this controversy shortly before the release of his latest movie. Some people say they will not ever fly Southwest again lest they be subject to some sort of indignity. I say after Jersey Girl and Zach and Miri Make A Porno, I hope to never suffer the indignity of another Kevin Smith movie again.
Anonymous1122
Explorer C
I'm tired of sharing my seat with someone that over flows into mine. I can pray they have a fat flying strike. Great job Southwest Airlines. We can only hope the other airlines follow suit.
Chuck_Lin
Explorer C
As a thin person, I've had plenty of experience sitting next to someone who made me slightly uncomfortable on a flight. However, Mr. Smith's weight is NOT the issue here. He's admitted that he is overweight. His complaint was about HOW he was treated. 1) He was seated. When the SW employee informed him of the armrest down policy, he lowered them. 2) He was then informed about the policy for the comfort of his neighbors. They were asked, and neither one felt uncomfortable. 3) The airline employee then clearly LIED about the captain's involvement in the decision 4) He was asked to leave the flight as they were getting ready to depart. There is certainly a fair amount of embarrassment he must have felt. 5) He was angered that the passenger sharing his row on the second flight was also embarrassed in the same fashion. Mr. Smith had purchased 2 seats, so there was an empty seat between himself and his neighbor. There was NO reason why that passenger also needed a talking-to. For all of you who completely missed the point and got stuck on a fat-debate, learn to read.
Anonymous25
Explorer C
So this silent Bob is fat and prefers to use 2 seats. But if there is only one seat available, he thinks it's ok for someone else to be in the next seat and be crushed by him??? Come on, grow up. Oh no, please don't grow up 😉
Veronica
Explorer C
You say the policy is for customer comfort and safety. It seems to me that Mr. Smith fit safely in his seat, was able to pull down both arm rests, and was able to fit the safety belt. What is going to be next with you? Having a scale prior to entering the aircraft and making sure you are under a certain weight before you enter? What about extremely tall people? They take up a lot of leg room and make it difficult for me to get past them? Are you not going to let them fly? What about families with small children and those children sit on parents laps? I have ridden such a flight and let me tell you, I'd rather sit next to Mr. Smith than that child elbowing me, leaning on me, and taking up more than their allotted one seat. SW, your actions are very disgraceful and it would be wise to teach employees about customer service and respect.
Nathan_S_
Explorer C
That's the best you could come up with? "He's fat, we have legal crap that protects us, so he can't sue. So to hell with his humiliation." Listen, he could fit in the seat. He could lower the arm rests. He can buckle his seat belt. Your entire argument is worthless. He was on a RETURN flight, for crying out loud! Why wasn't he "a safey risk" when he flew South West for the first flight? Don't waste our time with your legal speak and apathy. We see it for what it is. Just corporate garbage.
Anonymous4105
Explorer C
Hey Southwest Airlines, Since you arbitrarily apply policies so randomly - like your discrimatory size policy - it's best you HOLD OFF on throwing people out of their seats and humiliate them in process on FAT TUESDAY, tomorrow. It would be such a BIG PUBLIC RELATION NO-NO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Please make me believe in you, again. Your customer service had been in the pits for a long time. I have never know of a company resorting to public humiliation to get their customers to follow their policies. For example, I have seen all too often how flight attendants berate people for not stuffing their 2nd carryon overhead or underneath the seat if front of them - despite them being in the very last row. It would have been nice for the flight attendant's IQ to be above average intelligence to be able to deduce that: "oh it's a full flight, this poor person must have not found anywhere to stow the carryon and perhaps SW should do more to enforce carryons to be their required size". This way there wouldn't be an issue for the people in the last row to stow their belonging properly. It just takes a little more effort to use kind words to get the message across - unlike what I witness, the berating of this last row flyer for not listening to her a 2nd time. She didn't at all listen to the customer about there not being any room anywhere for her second carryon which contained fragile items. Just saying most flight attendants, of late, are very sour faced and unwelcoming robots - THAT NEEDs TO CHANGE ROYALLY!!!!!!!!!
Also_2_Fat_2_Fl
Explorer C
It is all too common for corporations to be jerks until they piss off someone who can cause a PR issue and then try to apologize but Southwest is the first one that i've seen give a "we were right too bad" in their apology. I wont by flying southwest again until this is resolved and a more strait-forward policy is posted on your website. As it is posted right now, he met the requirements for one seat but he was pulled anyways. Also to say he is a "Safety and Security risk" is insulting. I have never been pulled off a Southwest flight before but apparently, because of your breaking of your own policy, i am at risk of that happening. I hope this is taken care of so i can fly your airlines again.
Gigi_K
Explorer C
Wow, after reading Southwest's story, listening to Kevin's side of the story, then reflecting upon my own experiences with Southwest....I say, Thank You Lord for bringing Frontier back to Kentucky! Won't be using SWA again.
Anonymous62
Explorer C
Kevin Smith seems like a reasonable guy, and if your employees dealt with him in a reasonable manner, this would be a non issue. Now you are justifying the company policy and failing to address your employees' failure to reasonably apply it. The issue isn't the policy, it's how your employees are enforcing it that's caused this issue. Typical bad customer service from Southwest.
Manny_Black
Explorer C
he fit, so to bring up the "Customer of Size" policy would be a red-herring. I don't want to have my already small space invaded, but if they fit they fit. I'd rather sit next to fat atheist than, skinny christian more so than any "fat" seating preference.
mike_Smit
Explorer C
Fail apology. You lost me as a customer.
Georgia_F
Explorer C
never flying you lying piece of crap airline again.
Anonymous3216
Explorer B
I have been seated next to people who encroach on my seat and it made me miserable, claustrophobic, uncomfortable and I also felt unsafe w/lack of mobility. If you cannot fit in a seat without encroaching on mine, i see NO problem with requiring you to occupy two seats. Sorry if this hurts your feelings, but I have a right to 100% of the seat I purchased, without having to rub against you in my own seat!!!! BRAVO to Southwest Airlines!!!!
Anonymous3216
Explorer B
I have been seated next to people who encroach on my seat and it made me miserable, claustrophobic, uncomfortable and I also felt unsafe w/lack of mobility. If you cannot fit in a seat without encroaching on mine, i see NO problem with requiring you to occupy two seats. Sorry if this hurts your feelings, but I have a right to 100% of the seat I purchased, without having to rub against you in my own seat!!!! BRAVO to Southwest Airlines!!!!
Anonymous3239
Explorer C
This man has been given a valuable "wake up call" on his unhealthy lifestyle. Too fat to travel on a plane... think about what is happening to his arteries, his heart, his internal organs - slowly being clogged up with excess FAT. The mature, next step would be to go on a diet, or consult a medical professional for help. Public hissy fits - behaving like my three year old son when he gets told off - is just not on. Well done to Southwest for their mature, dignified behavior in the face of a very immature barrage of criticism.
Anonymous3242
Explorer C
to all of you who CLAIM you won't fly SW (yeah right, you'll fly whatever you can get for the best price, don't pretend like your boycott will last longer than when you hit 'send') Anyway. For those who DO decide not to fly southwest because they've decided that normal sized customers have a right to not be assaulted and made claustrophobic by oversized passengers who infinge on the space they paid for..... ..........I'll GLADLY fly southwest in your place! A plane full of normal sized people, not flopping over my armrest and rubbing up against me the whole flight, that sounds EXCELLENT! I feel bad for those with glandular issues, but for the gluttons: I feel NO sympathy for you. Diet. Run. Do whatever. Until then, you MUST realize that you are making others uncomfortable by only allowing your neighbors 70-95% of the ticket space they purchased. I purchased 100% of a seat, I WANT 100% OF THE SEAT AVAILABLE WITHOUT RUBBING UP AGAINST YOU!!!!!! I'm claustrophobic anyway, where's YOUR sympathy for ME ?
Anonymous7
Explorer C
Fat people have feelings too.....it's just covered with layers and layers of flubber.
Anonymous2612
Explorer C
Sorry Southwest but your apology and excuses are lame. Shame on you. Your company should be embarrassed. Timely exits of the plane? Are you kidding?I don't know how many times I've been behind and elderly person when boarding or unboarding a plane. They take time - are they a flight risk now too? What about handicapped people - by your standards they'd prevent quick removal from the plane as well. As a previous frequent flier on your airline you can bet I'll be NOT be flying with your airline again. This whole situation is completely disgusting.
Trekwing
Explorer C
This is all about a director who isn't very well known and wants to promote his latest movie. He bought two seats, so he cannot complain when Southwest objects to him occupying one seat. If his reasoning was sound when he decided to buy two seats, how can it suddenly become unsound when Southwest also decides that he needs two seats? The safety concerns that arise with obese passengers are entirely legitimate. There are problems with mobility and potential evacuations, not to mention that obese passengers make the aircraft heavier than it is calculated to be (because airlines these days don't actually weigh passengers and instead depend on an "average" weight for reasons of political correctness), and a too-heavy airplane is dangerous. Requiring two seats reduces the mobility issue, and if the passenger is counted as two people for weight and balance purposes, the W&B calculations (upon which safety depends) are more accurate. I'd rather be alive than be politically correct or pander to a celebrity, so safety always wins, and so does any airline that gives safety priority.
Amber
Explorer C
Maybe the person next to him didn't want to deal with his overhang and complained. He should lose weight (so he can fly on a plane, so he can avoid a heart attack, etc.), make sure he has two seats, or fly first class.
ShawnsterBear
Explorer C
Well...I'm not too suprised by SWA. I've known people who way far less than Kevin being told they need to purchase 2 tickets. Thats why I never fly SWA...never ever ever. I'm surprised Kevin flies with SWA, knowing all about their $%*# up policy. I work in a hotel,, I can imagine giving someone a double bed room, then going into their room telling them they are too fat to stay in, its a fire hazard, and that they must upgrade to a room with a King sized bed. I would not be able to work in this town ever again. And to all of the coments made by people who said they don't like to sit next to fat people because they stink or whatever.....that's a totally unfair statement. I don't want to sit next to people who snore, who blast ipods in their ear, and those who have kids with behavior problems. I don't see SWA kicking them off of planes.
Anonymous3158
Explorer C
SWA now stands for Skinny White A$$HOLES! At least we can lose weight.
David_McGuinnes
Explorer C
It is common for airlines to request that a passenger purchase an additional seat if they are considered a safety concern for the airline. Each passenger must wear a seatbelt when taking off and landing and sometimes it is not possible to do this when someone who is overweight occupies a single seat. I'm with the airline on this one. If Mr Smith was unable to wear his seatbelt on take-off and landing, then this was definitely a safety concern as he would have not been able to use the larger seatbelts provided for larger passengers on a single seat as these need 2 seats to work properly.
prowse
Explorer C
Worse than SWA insisting on believing their side, is the fact that all the comments from Sunday night are gone. That is inexcusable, and they were not lost due to a faked server crash - in fact., they were the only things available (on a static page) after the faked server crash, with comments MANUALLY turned off server-side, so there could not have been a crash. That bitch lied to us.
Anonymous2478
Explorer C
What about the guys that are like 6 feet and over. Sat next to someone like this on a flight and spent the entire trip with his leg wedged into 30% of my space. How is that different from fat? Well, it's just that fat phobia is the last acceptable prejudice in this country.
Anonymous630
Explorer C
I am a 220 pound man and the man next to me the same. I fit in the southwest seat fine, not that the southwest seat makes any difference. When i fly I am hoping not to be seated next to the over sized person. When I see one coming down the isle I hope they are not next to me. I have sat next to a large person who feels they can fit between the chair arms, they don't and it makes my flight that I paid for uncomfortable. I hope southwest and all airlines continue their policy of 2 seats or no seat.
TMZ
Explorer C
Mr. Smith sure isn't as large as some passengers. Not even close actually. If he isn't fit, I am not either & I am not his size but out of shape. Thanks for picking the wrong person, Southwest. It's clear that you picked on the wrong person. If you are surprised he is causing such an uproar, then you have no idea of the man. Congrats all you people applauding Southwest Airlines. You show your true ignorance, and you too will not look all that great as a result. *clap clap*
Anonymous951
Explorer C
If I was the one seated next to this blob on the flight I would have tipped the captain and crew. SW should have not apologized and should NOT back-down on its policy. Please save me and others from the over-sized oversensitive people.
Dave33
Explorer C
Good for SWA. If you know you're 'a customer of size' then buy two tickets, if you want to fly on an earlier flight and only one seat is available, guess what? You're going to have to wait. I don't care how famous Kevin Smith is, he's fat and I'm TIRED of being on the plane next to the fat person who feels they own half of my seat as well as their own.
Dave6
Explorer C
Hey Kevin, When you touch your chin to your chest and look down, if you can not see your feet ,or your pickle, that means you are fat. if your b.m.i is over 25 you are overweight. if your b.m.i. is over 30 ( I think) you are obese. So why don't you take all that anger, and go burn some calories.
fakeplasticgirl
Explorer C
I'm a skinny person, and although there's no way I would ever be affected by your "large passenger" policy, I will not be flying SWA anymore after this whole Kevin Smith affair. Why? It's not because I'm a KS fan (though I would gladly sit next to him on any flight), and it's not because I don't agree with your policy as a rule, as the last thing I want on any flight, after a screaming child, is a "large" person taking up the space I paid for. But I will no longer give you my hard-earned dollars because in this entire affair, you have shown your lack of integrity as a company. You have refused to admit two simple things: that KS is NOT Too Fat To Fly as per your policy, and that the company, not he, were in the wrong in this situation. Kevin Smith is asking you to reconsider your policy, but for me that's not an issue (although, have you considered that if you didn't try to save every penny by cramming in people like sardines into tiny seats and extended the seat size from 17 inches to say, 25, that would solve most of your problems?). I'm just asking for honesty, and until you can give me that, you won't have me on any of your flights. P.S. Saying you've had the same policy for 25 years is hurting, not helping, your case. America and Americans have chanced A LOT in 25 years, and the fact that you haven't changed with the times shows an extreme lack of awareness on your part.
Anonymous251
Explorer C
I hope that ALL fat people boycott Southwest Airlines, forever. Then I'll ONLY fly SWA and never have to worry about being stuffed next to one again! Its win-win!
Rebecca3
Explorer C
Uh. I find it funny people are saying they will never fly Southwest again. Why would you in the first place? Their planes are less than up to par and smell of urine. You really expected anything more of them? The Captian was probably shit house drunk and wanted to be a dick. Simple as that. I mean this man is obviously no Captian Sully.
Anonymous2305
Explorer C
Like what appears to be the majority opinion, I support SouthWest on this one. Kevin Smith knew that he wouldn't fit into a single seat. Otherwise, he would not have purchased two tickets. The airline didn't opt to move him to an earlier flight. This was HIS choice. When he boarded as the last standby passenger and there was only one seat available something should have clicked. Well, actually something did click. He apparently saw this as an opportunity to get what he felt would be a ton of publicity for himself and his movies. He got that ton of publicity (pun intended) but most of it is negative. He knew the policies of the airline and the FAA regarding "people of size" from the moment he booked two seats. SouthWest should sue him for defamation or something. They should also revoke that $100 voucher.
RevSmith
Explorer C
Sorry... back to Apology School for you. Mr. Smith claims he could lower his armrests. He's, at best guess, about 275-290#, and when I was at that weight, I could do the armrests too (now @ 200#). Always felt the armrest rule was reasonable. The armrests are the definitive test per your own website (and common sense), so test him: Ask Kevin to sit in a SWA 17" chair and lower the armrests - and do it soon, so there can be no argument that he crash dieted. Videotape it and share with all these people swearing off your questionable product forever. THAT would be a good start for an apology. i.e. "Pics or it didn't happen" To various idiots: "Say what you want about Southwest, but Mr . Smith is probably looking for some attention from his 1.64 million followers on Twitter." ...yeah right, a guy with 1.6M followers and a loyal film fanbase spends his time worrying about how to get attention. 😉 *ahem* "I wouldn't want to have to climb over some fat guy in an emergency" ....But if stuck in the Andes needing food, you won't think twice , then, will you? "I'm Skinny With Attitude, and I gotta say, I can't stand some fatty sitting next to me!" ....that's okay, they can't stand your pokey elbows, smug leers and throat-clearings and cigarette breath. We all have qualities others don't like. Solutions: 1. withdraw the faux apology, cday. 2. give the man his money back, Linda. 3. Restate that the armrest test is the end all be all test. 4. Be proactive: install "seat check" stations (with some privacy) near the gate... just like you require for my CARRY ON BAG. Your junk fits, or you have to pay. Saves you and your customers both time and embarrassment. My followers, friends and family have all pledged to boycott. More of the same is coming your way. Your airline is indeed NUTS. Good luck.
Anonymous581
Explorer C
Way to go Southwest. I hate sitting next to someone who takes up their space and my space too. If you're overweight - lose weight or buy two tickets- it's that simple. I don't want to have to suffer for your eating habits!
Anonymous218
Explorer C
I'm glad they have the two seat rule. While I'm small and barely fill 1/2 a seat. I like my personal space. Yes, it was a mistake to let him board the flight when they only had one seat and he had purchased two. But he was standby, it happens. If this happened to an average Joe we wouldn't even know about it.
Tricia
Explorer C
All of you commenters that are kissing SWA's butt and thanking them for enforcing the policy are really a whole new brand of cuckoo. He's flown SEVERAL times and never been forced to buy a second ticket because of his weight. They are NOT enforcing their discriminatory practice because if they DID, they would be getting sued every other day. They're leaving it up to random employees discretion. They don't have any substantive qualifications/requirements...because as Kevin Smith stated, he fit in his seat, buckled his seatbelt without a extender, with both armrests down. They can't even follow their own frakking rules! I still go with my idea...EVERYONE should be weighed and measured and their BMI calculated before they get on the flight and if they violate what holierthanthou SWA deems healthy and safe, they should have to purchase a 2nd ticket. That's the only way to make it fair and help the public see what gigantic pricks Southwest Airlines really are. Please do it Southwest. PLEASE. I'd love to see you go under.
karma
Explorer C
Southwest, Please do your employees the honor of having their backs when they make a judgment call. You've hired people you trust, and you've empowered them to make decisions. For you to apologize does a disservice to them and to the other travelers who are willing to follow rules and procedures. If a person cannot fit into one seat, your policy is to buy two. The only person who should be apologizing is Mr. Smith, for his self-serving, entitled behavior. Had the shoe been on the other foot, and a stranger wanted to violate rules Mr. Smith cared about, he'd have wanted you to support your rules then. As it is, Americans live in the land of plenty and therefore indulge to the point of obesity. In 2010, there is no reason a person in America has to be grossly obese. He or she has the freedom to control portions, walk for exercise, and control the appetite. For those with no self-regulation, there are always meds to be had for a small fee both over the counter and from doctors. I sure wish you airlines would grow a spine and quit kowtowing to those who won't follow your rules. If you intend to back down every time someone violates your rules, do the rest of us a favor and just toss the rules out. At least then we'll know what to expect for real. I have zero sympathy for Kevin Smith. He acted like a fool even though he knew better.
Terry9
Explorer C
I'm surprised they let him on the plane at all. Was he wearing an overcoat that hid his massive girth? If the person next to him was OK with the arrangement--a skinny person, or perhaps they were just flattered to be sitting next to Silent Bob--then maybe the airline should have given him a pass. Or else maybe his seat-mate just was too polite to say anything, as most people would be. Probably Southwest overstepped a little bit and humiliated the guy the way they chucked him off. They should have offered him a couple of seats on a future flight of his choice and not just a $100 coupon. But overall, their policy is very reasonable. On the other hand, the fact that he made this into a major whine-fest suggests that he's just a publicity hound, trying to achieve a little more fame and fortune on the backs of some poor flight attendant and pilot (whom he called out by name in his public diatribe). Obesity isn't just a personal choice. It's an illness that costs the U.S. hundreds of billions of dollars in unnecessary treatment for related conditions such as heart disease and type 2 diabetes. Fat people take up too much space in the health care system. As an important, famous celebrity type, Smith should be trying to set a better example.
anika143
Explorer C
Southwest has always treated me right--and I'd hope if I was ever in a similar situation to Kevin Smith that it would have been handled more tactfully without being called out in front of a plane load of people. Bad to be embarrassed in front of a plane load of people--even worse if you're recognized by others. Imagine being a speaker at a conference and getting on the same place as some of the audience and then being made a spectacle of. THAT was the bad move made there, Southwest. It will be very hard for you to make up for the poor decisions made by the cabin crew. A n abject knee walking apology was in order I think, and SWA failed to fully deliver on that. This whole story is a testament to the power of social media and who controls your brand! Right now, Kevin Smith does.
Anonymous1419
Explorer C
Yeah, Southwest! I pay good money for my seat, too, and don't appreciate being sweat on and sharing my seat with a total stranger. Sorry, silent Bob, you know the rule my friend. You just got caught trying to break it.
Anonymous1552
Explorer C
You lost me at “Not So Silent Bob”. An apology is supposed to be sincere otherwise it is not an apology. Disappointed.