02-16-2010
09:57 AM
This this a pathetic non-apology. Kicking someone off of a plane for their size is a serious action and should be approached cautiously with the decision strictly governed by policy. Southwest apparently has guidelines to guide its employees in such situations. According to those guidelines, Mr. Smith should have been allowed to fly. By kicking him off the plane, you violated your own standards in the most humiliating manner possible. It was a terrible decision and Mr. Smith deserves an actual apology. I've thought highly of Southwest in the past, but your refusal to take ownership of this egregious error has completely changed my view of your company. You should make this right.
... View more
