02-15-2010
01:35 AM
1 Love
"Not So Silent Bob
[...]
As soon as we saw the first Tweet from Mr. Smith, we contacted him personally to apologize for his experience
[...]
... made the determination that Mr. Smith needed more than one seat to complete his flight."
Wow. An "apology" wrapped in further insult. Way to go SW.
Clearly Smith was able to lower both arm rests. He's big, but he isn't that big. This is a case of an airline employee who had a psychological complex of power that made a decision on his/her own and now the airline lacks the moral courage to stand up for the customer.
In less than 24 hours, your the internet buzz on this is out of SW's public relations control. It'll be interesting to see how it plays out. I'm just glad that Smith has a platform he can use to bring attention to what amounts to corporate abuse of customers. Just because you provide cheap flights doesn't mean you get to treat customers like dirt. You can't pretend that your bottom line is that safe that a few hundred per day, per city who choose other airlines won't hurt.
Good bye South West... I won't even be comparing prices with your airline again. I didn't like driving to Love Field anyway.
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