>>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. 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.
A policy change is in order. When Captain Terence Lee Leysath, the pilot-in-command of the aircraft, made the determination that Mr. Smith was too large to fly safely then Captain Leysath should've been the one to tell Mr. Smith of his decision. Not a middle man and certainly not Suzanne the gate agent.
In addition, Southwest must find and apologize to the woman on Mr. Smith's final flight home who was pulled aside and advised that she might want to consider buying two seats on her next flight.
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