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.
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