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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
Michael_Jenning
Explorer C
Its sad that the airline thinks it has to apoligize. If you don't fit in the seat, then you shouldn't be in it. Love some of the comments on this blog. "He's not that big." Oh really, I suppose it was the television screen that made him look that way. One of the nice things I've read are all the folks that won't be flying this airline again. Good.
Kevin_Donohue
Explorer C
If this man normally purchases two seats, is this not an admission that one seat cannot contain his bulk? Now he wants to play the victim, promote his movie, and possibly look for a payday from a corporation, scream bigotry etc. The airline employee ought to be given a medal for throwing his arrogant fat ass off the plane. he also deserved to have the rest of the passengers kick his butt for taking such a nasty attitude and ruining their day.
Kevin_Donohue
Explorer C
If this man normally purchases two seats, is this not an admission that one seat cannot contain his bulk? Now he wants to play the victim, promote his movie, and possibly look for a payday from a corporation, scream bigotry etc. The airline employee ought to be given a medal for throwing his arrogant fat ass off the plane. he also deserved to have the rest of the passengers kick his butt for taking such a nasty attitude and ruining their day.
Anonymous4011
Explorer C
Stick to your guns - you followed your policy. I applaud you for not infringing on the rights/seats of other passengers! Don't forget - he has a new movie coming out and needs the publicity and is using you to get it!
GeorgeBos95
Explorer C
Smith can go to ... well, you know. I've traveled on a number of flights where the person in the seat next to me was so large they either wanted the armrest up during the flight, or were constantly leaning over me and consuming my space. I never tolerate it, and have had to deal with complaints from these people that I'M being unreasonable. Oh, please. I didn't purchase a seat so someone else can occupy part of my space. If you're too large to fit in a seat, then purchase two. And while you're at it, deal with your weight problem. And yes, IT IS YOUR PROBLEM. Not mine.
Matthew3
Explorer C
I travel, and have been traveling for 4 years, for a company all across the nation. Most the time I use Southwest to get where I need to go, as the ticketing, boarding and ability to select your own seat makes them superior, in my mind to other airlines. I am a overweight, but have maintained the same weight for the last 4 years and have never had any issues with flying until a similar situation occurred to me three weeks ago leaving Albany, NY. Upon reaching my gate for my early morning flight home, the gate agent came on the loud speaker and announced: "Welcome to Southwest airlines, thank you for flying with us, we will be boarding soon, we are looking at 73 passengers today and 154 seats plenty of room." Not to soon after while sitting waiting to line up for boarding, a gate agent asked me to step aside. He then had me walk over to the nearest Southwest ticket terminal where he proceeded to ask me whether or not I knew what southwest's extra seat policy was, I told him I did not. He then asked me how I normally road on the plain. Not being fully awake, nor being called out on my size in the last 4 years, I had not caught on yet that he was implying that I was to large to fit into one seat. I told him that I normally sit in a window seat somewhere close to the back of the plane. He then asked me if I kept the armrest up or down. I informed him that on full flights I keep the armrest down, but otherwise, as long as no one is sitting next to me, I spread out and enjoy the extra room. Who wouldn't? At this point the gate agent supplied no more rational conversation and informed me that he would be booking me an extra seat. At this moment, I realized that the gate agent had spent the last 5 minutes subtly calling me fat and telling me I couldn't fly home, and proceed to lose my cool. I argued that I had a history with the Airline and have never had a problem before, he apologized for the "lack of constancy" at other airports. I told him that my company would not purchase the additional seat and that I did not have the funds to purchase it on my own. This did not alter his actions. I told him that they just announced that the flight was half full, he stated that this could not guarantee that no one would be sitting next to me. Then finally I restated that this was my return flight and that no one at my home airport, or the airport I transferred through on the way up had made any fuss about my size prior. He finally broke and said that since this was my return flight he would make an exception. Never once did the gate agent ask if I could get my armrest down - which I can, comfortably. I took his full name and employee number, he took my boarding pass information, and I then proceeded to board my flight. Once on the flight, sitting at a window seat in a row all to myself, with my armrest down, I started to try and calm down. No sooner am I settled and trying to move on does yet another gate agent walk onto the aircraft, seeks me out and proceeds to speak with me further on the subject. "I heard about your confrontation out in the terminal." "I see you have your armrest down and that you have plenty of room here, good." "I wanted to give you this print out of Southwest's armrest policy." "I have also checked ahead for your connecting flight in Chicago, and It looks like you will have plenty of room on that flight as well." At this point I feel defeated and that I have nothing left to say. I kindly take the information from the gate agent, so that he will leave and so that I can put the whole ordeal behind me. It was bad enough to be hassled in the terminal. At least the terminal gate agent had enough sense to pull me aside to not humiliate me in public, but then sending another agent onto the plain to talk to me further, this time where there were people all around. Well, after a while it just started to feel like harassment. I came home from that trip with the intention of writing an angry letter to Southwest, complaining about the staff at the Albany Airport. But I didn't. I had to come home and go back to work. I took the approach that I was just one person to a huge corporation and what did it matter. I also assumed that since in the past 4 years it hadn't happened to me anywhere else that It was just the Albany Airport staff, it most likely was not going to happen anywhere else, and I wrote it off. Now I see was wrong in my assumption. Southwest say's that this policy is to help with Safety and Comfort, with this in mind I have the following questions: -Why does the person behind me, who talks for the entire flight, who causes me audible discomfort, not have to purchase an extra seat to distance themselves so that I can no longer hear them? -Why does the person who sits next to me, who has horrible body odor not have to purchase an extra seat so that I can no longer smell them. -Why don't those with long legs, which touch the the seat in front of them, have to purchase an extra seat, since there legs prohibit the person in front of them from laying their seat back fully. Outside of comfort and safety, do you train your employee's that work at the terminal to be able to spot who is capable of fitting into a seat and who is not? Do you have an inner office grading scale? Do you plan in the future to have a typical airline seat at every gate so that obese individuals can sit in and prove that they can get the armrest down before boarding the aircraft? To me the worst part is that within a minute of the announcement that my aircraft was only 50% full, being told I needed to purchase an extra seat. That just screams of greed, not comfort. Southwest, my future with your airline is indeterminate. I will say one thing, you calling me out on my weight was the best motivation I have ever had before, I came home and started dieting immediately, which is great, but not the place of an Airline.
Anonymous1408
Explorer C
To all the obese people, stop posting online saying that you are not fat and that you will not fly with SWA, when we all know that that's not true. If you were ever stuck on a 5 hour flight next to a 300 pound person you will understand the pain and discomfort normal people have to go through just because your sensitive lazy asses wont do anything about your weight. And dont blame it on the genes. Genes have nothing to do with how much and what you eat during the day and how active you are in your life. Thanks SWA!
Frequent_travel
Explorer C
From those of us that have paid for a seat (usually last minute therefore full price) and shared half of it when the policy was not enforced, many thanks Southwest!
Anonymous3239
Explorer C
Hey "anonymous"...We all know you're a plant from another airline. Why don't you at least use your real name and stop hiding behind the one you keep using. Also, to answer the person's question about her 6'5" 300lb boyfriend. Since the flight attendants and pilots are human the policy is enforced using judgement. I suppose what the airline could do is weigh and measure every passenger and then have a policy that says, "if you're wider than x or heavier than y you will need to buy two seats." There is no great way to handle this type of situation. A person's weight is a touchy subject and no matter how well it's handled you will always have naysayers. My advice to overweight people is to lose weight. You'll be doing us all a favor.
Anonymous3787
Explorer C
As someone that has sat next to someone who is obese more than once, it's can be an uncomfortable situation. I have no place to put MY arms, and usually I'm forced to have their body touching mine in a way that I would not choose to with a stranger under any other circumstances. I don't know if that is the situation with Mr Smith. If it wasn't like this, he shoud've absolutely been allowed to fly. However, paying for a single seat doesnt' mean that you get to sit in MINE that I paid for. If you encroach on another's person's space, what makes your situation more important than mine? I don't care how much someone weighs, who they are, if they're an adult or a child, makes no difference. If we're all allowed our little piece of space on a plane, it's all good to me. Just don't sit on my lap and expect me not to be bothered. You buying a ticket doesn't buy a piece of my seat. Thanks.
Domenic
Explorer C
Its too bad a situation like this has the potential to somehow hurt a company's image. A customer, in this case a celebrity customer, was so obese that he could not confine his body into one seat, and thus needed to inconvience another, or find a different flight. Not sure what the problem is with that. And it brings up a discussion on healthcare and personal responsibility. You want to drive drunk and endanger others? Your going to be punished. You want to be fat, lazy and disgusting costing others thousands in insurance premiums for your fat a$$? You SHOULD be punished. Go take a walk around the block and cook your own food at home you lazy fat pieces of $hit.
Jeremy7
Explorer C
I applaud Southwest on their handling of the situation. As I understand it, Mr. Smith bought two seats on a later flight then asked to take an earlier flight where two adjacent seats were not available. As far as all of the "fat discrimination" arguments, I believe that my right to occupy my entire seat without somebody else encroaching on my space supersedes any other person's right to be of an "above average" size.
Maggie8
Explorer C
Southwest Airlines I love you guys, Ihave been flying you for a long time. I had to sit next to a guy the size of Smith one time and it was terrible. I could hardly move. He also fit between the arms with them down, but his fat lapped over on to my side. It was horrible. You do not owe the publicity hound any thing. I had never even heard of him until now, and I can tell you for sure I will not go see anything he does. If you are fat pay for two seats and if they are not available wait until you can get two. Think of the person sitting next to you. S.W I will stay with you.
Anonymous3661
Explorer C
Mr. Smith has repeatedly claimed that he was able to lower his armrests and buckle his seatbelt with no problem. If he's lying then that's one thing. If he's not, which I personally believe to be true, then your argument holds no water.
Paul_from_Texas
Explorer C
Ok, SouthWest get real. I am of average height and weight yet I don't feel comfortable between those tiny narrow seats and ridiculous and uncomfortable armrests. How in the world can you straight faced preach anything related to passenger comfort. Large people are just easy targets and public sentiment is unkind cruel to them. I don't blame large people, I blame the airlines.
Skylah
Explorer C
Bob purchases 2 seats because he's fat. And he knows it ! He knows from past experiences that due to his large size, the arm rests cannot come down all the way and provide a comfortable and safe sitting environment for himself and the other 2 paying passengers who paid for their one seat. If he's too big, which he is, parts of him will be oozing on over to the other passengers seat therefore squishing everybody together. From their shoulders all the one to their bottoms. In case of any type of emergency Bob must be able to jump out of his seat and allow the other 2 passengers sitting next to him the same ability, which in his case would be impossible. He would not be able to get up immediately because the armrests would get stuck on his BIG waist and he would spend precious time removing himself and delaying the others from getting out in a safe an timely manner. This is crucial. Plus when he does purchase 2 seats, and the flight is NOT full, which in this case it WAS FULL., he would be refunded the full amount of 1 ticket. Apparently no other airline does that. Look. He knows the rules, obviously since he purchases 2 seats all of the time, This is because HE KNOWS he is large and was told about it from the beginning. He was the last one on the plane, and the pilots job is to make sure EVERYONE is safe and comfortable, so lay off the pilots. Be thankful they care. He was embarassed and because he feels he's a celebrity he can just mouth off about anything. So as any looser would do, he goes on twitter to bitch and complain. He goes on the news to do the same and just calling so much attention to something that would've remained quiet. Bob, you need to get over, go on a diet and shut up. Think of all the money you will be saving when you are able to occupy only one seat! I applaud Southwest. Thank you for keeping the passengers safe.
Anonymous3501
Explorer C
Kevin - 1. Enough tweeting that you could lower the armrests. Read the rest of SW's policy, which state that you must be able to not ONLY lower the armrests, but also do so WITHOUT impeding on the seats next to you. Judging by pics, there is no way you fit in 1 seat by these guidelines. 2. Stop touting that the women next to you said there was no issue. It is absolutely rude to even bring them into this scenario; in front of the rest of the plane they should not have to feel guilty for throwing you under the bus nor miserable for being squished the entire flight. It's not up to them. 3. If you don't like how SW handled this, then what policy would you suggest? Assuming you are so proud of your body that losing weight isn't an option - how do you suggest they enforce their size policy for you next time? Make you sit in a measurement seat before you go out on the tarmac? Sorry that you were embarrassed, but you kinda had to know this going in. I don't buy for a SECOND that you fly SW (the cheap airline), but then purchased 2 seats originally just so that you wouldn't have someone sittting next to you for shyness reasons. Dude, no one believes you. But apparently, "Denial" is not just a river in Egypt.
Dixie1
Explorer C
Having flown next to/between two fat people, it doesn't matter that he/she can put the arms down. What matters is that once they get into the seat, all that fat rolls over onto you and that doesn't make for a comfortable flight. Then, when they go to sleep and roll over onto your shoulder, it's even worse, especially when the fat takes over and they start snoring with their bad breath on you. When you complain, they are not the person forced to move, it's you, who was there first. Let Mr. Smith take a charter flight which more fits his "status" or leave my Super Southwest alone! I love you, Southwest!
Anonymous4260
Explorer C
Bottom line here is that it was Smith who made this a public thing, not SW. They have a right of reply, especially given the 'vocal' nature of his outbursts. In regards the actual incident, if I was forced to sit next to some fatty encroaching on my space for the length of a coach class flight, I'm be pretty annoyed about it. Fat people have to pay for two seats, it's just the way it is. Or they could get some self respect and do something about it - but that's a lot of effort really isn't it, better to pretend that fat people are being victimised from the comfort of your couch.
Anonymous918
Explorer C
Bottom line here is that it was Smith who made this a public thing, not SW. They have a right of reply, especially given the 'vocal' nature of his outbursts. In regards the actual incident, if I was forced to sit next to some fatty encroaching on my space for the length of a coach class flight, I'm be pretty annoyed about it. Fat people have to pay for two seats, it's just the way it is. Or they could get some self respect and do something about it - but that's a lot of effort really isn't it, better to pretend that fat people are being victimised from the comfort of your couch.
Anonymous3501
Explorer C
Kevin's public whining has backfired; I've never seen so many comments for once backing an airline: http://www.cnn.com/2010/SHOWBIZ/Movies/02/15/kevin.smith.southwest/index.html?hpt=Sbin I fully support SW's handling of this situation. It is an awkward scenario for all parties - the airline attendants, the people in surrounding seats, and of course the "flyer of size". The only difference is that the "flyer of size" can be knowledgeable and realistic about their situation; "Denial" is not just a river in Egypt!
Anonymous2289
Explorer C
I have been the victim of too many people "flowing" onto my seat. Thanks for trying to protect those of us who pay for a whole seat and fit into it.
Robert
Explorer C
This situation seems rather ridiculous, and could easily be clarified by the demonstration of some facts. Q. What are the explicit regulations that the airline have set for themselves to follow, prior to this event if subsequently altered? Q. Does this gentlemen in question fit into the guidelines set in said regulations, on the specific plane if there is variation in their aircrafts? All the hyperbole from both sides is largely irrelevant, whilst arguably hurtful and/or lacking in due respect, everything originates from the aforementioned unanswered questions.
Rob16
Explorer C
Ok....to quote a comment from before.... If you knew he needed two seats, and he paid for two seats, why would you approve him on a standby flight with only one seat? Shouldn't you have said, "Sorry, Mr. Smith, we don't have enough seats on this flight". That's very true.....he should have never been let onto the plane if 2 seats weren't available. However, one employee in the terminal made the mistake of letting him on. At first, he/she probably didn't want to, but maybe they felt the need to accommodate a celebrity. Either way, it was a simple mistake made by one person. The company didn't sit down in a boardroom and make a plan to humiliate Mr Smith. So why do we all roast this company for one person's mistake? Read the news.....they've got the most on-time flights of anyone, and they're not charging for every bag and blanket like all the others.......and that was a decision that they actually did sit down and agree upon.
PRB______HOUSTO
Explorer C
I THINK BOB WAS WRONG IF HE PUCHASED TWO SEATS ON A FLIGHT HE SHOULD NOT HAVE BEEN FLYING STANDBY ANYWAY. HE DID NOT DESERVE BEING COMPENSATED HE SHOULD HAVE BEEN PUT ON THE FLIGHT HE PAYED FOR. I AM SURE THE FLIGHT HE WANTED DID NOT HAVE TWO SEATS SO HE PAYED FOR ANOTHER FLIGHT AND TOOK ADVATIAGE OF STANDBY POLICY. MAYBE BOB CAN FLY AMERICAN NEXT TIME AND GET A LARGE FIRST CLASS SEAT. IT WON'T BOTHER ME IF LARGE PEOPLE DON'T FLY SOUTHWEST, JUST LEAVES MORE ROOM FOR US REGULAR PEOPLE.
hooah_
Explorer C
People, people, people......this isn't an apology, it's an explanation. Self-important so-and-so's like this expect people to grovel at their feet, expect special treatment. Way to go, Southwest.....fine job.
Phil17
Explorer C
Not for nothing, I do a lot of business travel. I'm talking 2-3 flights/week. I have probably flown SWA about a third of the time. No more. In fact, I'm implementing a policy against SWA for all of my subordinates. My employees and myself will only fly SWA if we can't find another flight to our destination for under $1,000 USD. What you've done and continue to do is wrong and I will vote with my wallet.
PRB______HOUSTO
Explorer C
GET REAL PAUL FROM TEXAS YOU DON'T FLY SOUTHWEST FOR COMFORT YOU FLY SOUTHWEST BECAUSE OF THE PRICE AND CONVENTIENCE
Anonymous1656
Explorer C
Good work Southwest. Your public relations people should all get raises for turning a manageable indecent into a fiasco. All the man wanted was an apology and an admission that the individuals in this single case overreacted. You had to stick to your guns and a subjective and flawed policy and made this a company-wide decision that will cost you passengers and money. Apparently at Southwest, luggage can fly free but overweight passengers get the boot. I can't wait to see how your competitors spin this to cost you income and the jobs of Southwest employees. When they start firing folks because of lost revenues, may I suggest you start with the PR department first.
Sabotosh
Explorer C
I have to agree with SW on this one; this is is a safety issue. At 6'3" I always try to book the emergency exit for extra leg room. Recently on another airline I was asked to move out of the emergency exit row to accommodate a very overweight gentleman who booked a standard seat on a full plane. I was not happy with being shoved in the middle row (his previous seat) on a 6 hour flight to NY. Why should the airline give preferential treatment to someone who chooses to eat poorly and discriminate against me because of my genetics? Being FAT does have it's consequences and it is a choice everyone makes to overeat and eat junk food. Fat folks simple solution: If you don't want to have to purchase 2 tickets and go through the humiliation start eating only real food; check http://www.ted.com/talks/view/id/765 for more info.
Anonymous4393
Explorer C
If your policy is "arm rest down" measurement, how do you justify removing a man whose armrest was down? DUH! Perhaps you need to review your policy whether you want to or not.
Anonymous4393
Explorer C
If your policy is "arm rest down" measurement, how do you justify removing a man whose armrest was down? DUH! Perhaps you need to review your policy whether you want to or not.
David311
Explorer C
bless you, southwest, for thinking of the other passengers. mr. smith, your inattention to yourself costs comfort for others - and eventually money for all of us, because we are going to be paying at least part of your medical bills when the consequences of your weight come calling.
Donny_D
Explorer C
Losing weight is totally controllable as is the rate at which you gain weight. Don't let yourself get into a situation where you don't fit in an airline seat, and this won't happen. I love how Southwest is being blamed for Kevin's obesity.
Anonymous3839
Explorer C
THANK YOU SOUTHWEST FOR STANDING UP FOR THE RIGHTS OF NORMAL SIZED PEOPLE. THE WORST THING IS FLYING ACROSS COUNTY WITH A PERSON HANGING IN YOUR SEAT.
Tom40
Explorer C
He was able to put on his seat belt and lower the armrest > other passengers did not object when asked. . According to Kevin the pilot could not see him from his position in the plane. He had a confrontation in the jet way with a gate agent. this gate agent is probably the reason for all this mess. too much power and very little sense intelligence or professionalism.. How many times does this happened? No one has a soap box as big as Kevin (not a fat joke). I will have to reevaluate flying Southwest from now on if they let anyone use their authority anyway they want and hide behind "safety" and other corporate coop-out speak.
Anonymous258
Explorer C
"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." You FAILED to mention that Kevin does this not because he is too fat, but because he doesn't like to be around other people. He also has mentioned that him and his wife have bought entire rows, not due to weight, but due to wanting to be alone and not be bothered. "Our pilots are responsible for the Safety and comfort of all Customers on the aircraft and therefore, made the determination that Mr. Smith needed more than one seat to complete his flight." According to Kevin, the lady at the gate rushed him in since the flight was only minutes to take off. He was asking her why when he turned in two tickets did he only get on in return and she wouldn't answer his question and told him to hurry the flight was due to take off. So, if the flight was so close to take off, why were the pilots paying so much attention to Kevin and not the plane? How did the pilots miss the other overweight people on the plane that were bigger than Kevin? "Our Employees explained why the decision was made..." According to Kevin, it was explained to him as a "safetly concern" and no further. When he asked if it was about his size, she would not say anything but a safety concern. When she told him the captain made the decision, Kevin says it was physically impossible for the captain to see him from where he was sitting. The gate lady offered no further explination. Kevin also noted as he left that there were people in their seats that were FAR heavier than he is. "If a Customer cannot comfortably lower the armrest and infringes on a portion of another seat, a Customer seated adjacent would be very uncomfortable" According to Kevin Smith, directly in front of the gate lady who approached him, he put both arm rests down with no issue. He also asked the lady sitting next to him if she was uncomfortable, she said she was fine. "...a timely exit from the aircraft in the event of an emergency might be compromised if we allow a cramped, restricted seating arrangement." So you're telling me that people in wheelchairs, babies and toddlers allow for a timely exit from the aircraft? A parent searching for thier thrown child provides for a timely exit? Elderly people with afflictions such as arthritis provide the ability for a timely exit? Asthamtics? What? According to Kevin, he had no issue with his one seat, he could put both armrests down and could have made the HOUR flight. You sirs and madams, are scumbags.
vijay
Explorer C
All things considered, at least SW is allowing diverse viewpoints on their blog here. Kevin Smith's blog (http://www.smodcast.com/smodcast/smodcast106.php) keeps deleting any comments that aren't in support of his position. And for those of you who say "he isn't that big" take a look at this: http://blogs.usatoday.com/.shared/image.html?/photos/uncategorized/2008/10/30/llkevinsmith_3.jpg FFS, the man once broke a toilet!
Anonymous1574
Explorer C
Apparently Sabotosh (and some others) did not listen to Kevin's podcast & has not heard the whole story & are spouting off half-cocked (talking out of their ass). Get ALL the facts, then post. Mr. Smith did not have any problem fitting into the seat. The only reason he "normally" bought 2 seats is A. he can afford it & B. to be extra comfortable. The other 2 people on either side of him were not affected.
Anonymous3287
Explorer C
I'm not fat, but I'm tall. Should I buy the seat in front of me to prevent the lack of reclining room for the person in front of me?!?!?! I have only flown southwest once and i didn't have a terrible experience, but the real issue at hand is that if this was you average joe big guy, he would have been humiliated with no forum aside from his buddies at the local sports bar. its a shitty situation all around, but the sad thing is that Southwest is apologizing vehemently because the fat guy they picked on has millions of fans... Its always a bad idea to make a martyr in any situation, but its an even worse idea business wise to try to make a saving face apology.
Dave45
Explorer C
Dear Southwest, You are practicing discrimination pure and simple. The public is not as ignorant as you assume. Is there any qualitative or quantitative way that you classify someone as “to big to fly in one seat”? Is there a specific weight or hip measurement? You have left it up to the folks at the ticket counter to make a “judgment call”. The very fact that you require some specific passengers to purchase an extra ticket proves your discriminating. Do you ask those who don’t wear body deodorant to purchase an extra seat so that others are not bothered by the odor? I think not, that would be too obvious…and of course, that does not make you more money. Let me see if I have this straight. The overall cost to deliver passengers from point A to point B includes several factors or variables. One of those variables is how much fuel is used. One of the factors of fuel usage is the weight of the plan and load. If you are losing money due to the weight of the passengers, I guess it makes sense to try to make it up by charging them extra. Oops.. hand now caught in the cookie jar. Since the majority of Americas are large, it seems you have a profitable business opportunity, but at the expense of the fat people. And if you drive those passengers off, not a problem.. fuel cost saved… it’s a win-win. I will not fly your airline again unless you change this practice.
Anonymous1851
Explorer C
So, do you employ any public relations professionals at all who are soundly advising you? Or just lawyers to make sure you're not taking responsibility? Let me ask about these policies: Do you require elderly who cannot move as fast, use a cane or require wheelchair assistance to bring along help for safety reasons so that they don't slow down the exiting process in case of emergency? Do you charge them extra for the ability to use a wheelchair and get assistance from the airline crew? Do you require someone who is wearing a cast on his/her leg to purchase an extra seat for the comfort and safety of others? Do you allow people with mental disabilities who might be confused in an emergency situation to fly on your airline? Do you allow unaccompanied minors who cannot be expected to act in the same manor as an adult in an emergency situation to fly your airline? Furthermore, do you wait until these people have boarded and then publicly-humiliate them for their differences? Basically, your response says you discriminate against people who are overweight, not people who may pose a safety risk for the other passengers in an emergency situation. Furthermore, your policy implies that being overweight is a choice. Are you sure you can prove that every time? Are you up on the latest medical research on this issue or are you still holding up policies based on medical research of 25 years ago? And just because 'everyone else is doing it' doesn't make it right, ethical or moral. What a first grade answer! Are you going to be a follower on social policies or a leader? Your public relations says you're a follower, which is not good branding or positioning (PR 101). I hope someone with the money and power to do so, like Kevin Smith, will challenge your very discriminatory practices. I hope that your airline will take this opportunity to really examine its policies of discrimination. As I recall, you also recently arbitrarily did not allow a young woman to board your flight because you found her clothing to be too provocative (a very subjective term). That is very sexist because it says that women are responsible for policing the behavior of others by not dressing in a way that will cause lust. Isn't that the Taliban's position too? Very forward-thinking of you! Get it together, Southwest. There is nothing intelligent, redeeming or apologetic about this very ill-conceived response.
Anonymous1851
Explorer C
The number of posters who clearly HATE overweight people is apalling. I am ashamed of all of you.
Anonymous1566
Explorer C
I can tell you how many times I've been seated next to some gigantically fat bastard on long flights. There is nothing quite like ending up at your destination with a kink in your neck and back while being covered in the repulsive sweat of a super gigantic toad. Rather than be pissed at Southwest you should realize that your choice to become a gigantic fat-ass brings with it responsibilities. Your right to be a disgusting fat body ends at my arm rest Piggy!
Glenn_M_
Explorer C
I am a body builder and am not fat, I have however been forced to buy 2 seats on SWA. The problem here is not the size of the people but rather the size of the seats. SWA has 2 options when trying to make more money from each flight, a) Make the plane larger or b) make the seats smaller. Which option do you think they chose? It is the same thing a lot of other companies are doing to squeeze more cash from their product. Have you ever compared pictures of things we use every day from say 25 years ago with today? a loaf of bread is a good example. If a company boast about not having to raise their prices over the years then it is because they have reduced the amount to get for that "same price". Do I fault SWA for forcing this policy? Not really, I do however fault them for the way they try and make it look like it is the customers fault. Would it be so hard for you and other companys to say, hey we need more money and we are going to reduce the size of our product but still charge the same price.
Lorn
Explorer C
SOUTHWEST IS NUMBER ONE with ME!. This is not an attack on heavy people. My mother’s heavy. My sister’s heavy. They buy 2 seats. I had the opposite experience with Southwest 2 years ago. I had a 400 pound women in the middle seat and I leaned over into the isle as she took 1/3 my seat and squeezed the child by the window. The flight attendant said and did nothing. I'm sorry, but we're not talking about some $2.00 bus ride where you just change your seat. They are $200-$500 plane rides for 1-5 hour trips. I'd like to try to enjoy it with my laptop or DVD player. That ride from Chicago to Dallas was a horrible experience. I stopped flying Southwest because of that. But now I'M BACK! This is not discrimination. You're 400 pounds - you need 2 FREAKING SEATS! Stop being selfish and expecting the world to conform to you. You know when you need 2 seats. Get 2 seats. Southwest - I accept your apology. I will tell my boss to book Southwest from now on. Unfortunately this week I'm already flying Delta. But after that, you'll have my business. Money talks. Blogging walks.
Steve_Landess
Explorer C
Hmmm... This policy was instituted 25 years ago? I distinctly recall having to sit in the /right half/ of a bulkhead seat on a flight from Houston to Austin a few years back. Unfortunately, I had arrived late and had to sit in the last available seat, which was already half-occupied by a guy who weighed at least 350 lbs. Thankfully it only lasted 45 minutes, but it was the most uncomfortable flight I have ever flown - and no representative of SW Airlines ever offered any apologies or compensation to /me/ in that situation. (By the way - At the time, I was a frequent-enough Southwest Airlines flyer that I had a Companion Pass...) Steve Landess Austin, Texas Steve_Landess@hotmail.com
Aeryk_Meifeeld
Explorer C
First, to all of those hateful people with nasty comments about fat people, SHAME ON YOU, let alone for not having the courage to post your real names. Do you realize that most fat people DO know that they are not well liked and many have tried for YEARS to change to meet nonfat people's DNA-lottery and sometimes self control, yet those fatties are the FIRST to try to make it work. I recently flew Southwest (Wed Feb 10) and I am admittedly quite fat. In order to avoid any complications from Southwest, I buy an advance second seat and request refund information when the flight is not sold out (fat-brethren pay attention) so that I can get my refund for not having an inconsiderate nonfatty next to me. I missed Kevin Smith's show in my hotel that Saturday night and flew home on the Feb 15 holiday, not knowing about the Smith brouhaha. I was sitting in the pre-boarding area, which ensures that the fatties with 2 seats get them together and not one here and the other there, making it even more embarrassing when nonfatties have to move to accommodate the Southwest policy. There was an announcement that SW needed one seat and was willing to pay for and compensate the flier whom offered his/her seat. I approached the attendant (Deberal, me thinks). She said I would need to clear it with the passenger. I approached David and his female companion and explained SW's policy, which requires that I buy two seats because the armrest won't lower. I advised David that if he didn't mind the armrest up, I could get him home. He agreed. The attendant processed my refund and the voucher in one ticket and we pre-boarded. We all had a great conversation and when we deplaned, I told David that the next time he's sitting next to a person of size, to not balk about it because it is tough for us fatties. He and his partner thanked me and SW maintained their policy and effort to accommodate all. Love and Peace to ALL!
Anonymous188
Explorer C
Maybe an airline needs to be created for the obese. I know Americans are generally "heavier" than most nations, so maybe there's enough of a calling for a special airline to carry these heavy folks around! I know I don't want to be wedged in against some large heavy person. Here's a better idea...buy an RV...they'll accomadate the big people! First we targetted the smokers...looks like the obese are next!
Anonymous131
Explorer C
How much does causing public humiliation cost Southwest? $100 flight voucher. That might impress some travelers, but ya'll messed with the wrong guy this time. He's just shining a light on your arbitrary guidelines and mean spirited gate agents. Nobody is going to care that their bags can fly for free if they fear they'll get kicked off the plane for looking cross-eyed at the gate agent. Thank goodness JetBlue flies everywhere I need to go, and bags fly free with them, too.