02-16-2010
09:33 AM
Kevin Smith is a great guy, but also a big guy. And he should be smart enough not to squeeze into one of those slim 17" seats. However, the Southwest staffer at the check in should have talked him out of that bad idea. Creating an embarassing scene in the plane was bad customer service. And after both his neighbors declared they had no problem (seems to be he was lucky by being seated next to two slim ladies) SWA should have allowed him to fly. I'm sure Smith would have noticed that he really needs two seats in the future, and maybe even would have become more determined with his diet!
So, mistakes by both sides, but this hurts the airline more than Smith. Regarding that SWA's "customer of size" policy is very reasonable, the problem seems to be missing diplomacy and training of the service staffers.Correct that, pls!
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