02-15-2010
02:34 PM
You suggest in this article that your policy is defined by arm rests. Before I entered the plane, in December at LAX, but on my return flight, and after I had checked a bag, talked to an agent, and all that good stuff, I was still asked by an agent (as we were boarding) to buy an additional seat. When I told them that the seat rests come down, the agent told me that wasn't the test. It was a long-standing policy for "anyone big like you." At what point do you stop defending a policy and start training your staff to implement it well. No one of size gets upset if things are clear, consistent, and courteous in the way things get handled. But you guys don't seem to be "getting it."
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