To whom it may concern,
Unbelievable. This is what comes to mind when I heard this story and read all sides. The correct thing to do is to immediately fire the employee and compensate the customer. Since there is no stated policy of what is considered proper dress and behavior, anyone can be treated disrespecfully by some bonehead employee who obviously had a bad day.
You can actually handle issues like this in a respectful, correct fashion. I don't need any clown who is having a bad day all of the sudden arbitrarily makes a decency and morality decision, based upon scant evidence and no official policy humiliating me or my family.
I find it inconceivable that Southwest continues to defend this indefensible behavior. Stop being ridiculous and do what is right. Fire the employee immediately and make it right with the passenger.
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