This is what SW did put out over the incident and it is a total contridiction of what the video showed: Our reports indicate that a Customer traveling on Flight 2632, with scheduled service from Tampa to Dallas, was asked repeatedly by more than one Employee at different times to wear a face mask. The Customer did not comply with our Crew’s multiple verbal requests — including while boarding the flight before seated. Therefore, the decision was made to return to the gate and re-accommodate him on a later flight to his final destination after receiving assurances he would comply with our face covering policy. We regret the inconvenience the situation created for all involved, but our Crew must uphold the well-being and comfort of all Passengers.
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Southwest silence is deafening. The airline and flight attendant needs to make an apology and the employee promptly fired. 99.9% of the time I fly Southwest for business and for leisure, if they don't do the right thing, I will take my business elsewhere. I'll pay extra to fly Delta, it is no skin off my back.
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