02-15-2010
02:21 PM
After hearing both sides of this story, the way Southwest handled this and is continuing to handle it is simply undefendable. I travel for 40-50% of my job and have a choice of airlines. I won't be choosing Southwest.
May I suggest the following solution to avoid humiliating your customers in the future? You currently offer a sample place for people to test their luggage to make sure it's regulation size and will fit in the overhead compartment. You advertise those dimensions on your web site. Do the same for people - advertise the dimensions that will fit into your seats. At the airport, offer a "test" seat where a passenger can demonstrate that they fit without overlapping into the adjacent seat. If they fit, they're entitled to any seat on the plane. If they do not fit, then it's reasonable to ask them to purchase a second seat BEFORE they ever get on the plane. And if two adjacent seats are not available, then do not attempt to seat the customer in the first place -- seating them and then aribtrarily asking a customer to leave or suggesting that they may have to purchase another seat AFTER seating them is absolutely outrageous.
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