02-16-2010
12:12 PM
1 Love
I think the problem here is two fold.
One, Mr Smith has admitted he purchased two seats for his original flight. He should have not taken one seat standby if he held two tickets. Even though he did fit into one seat, his decision to purchase an extra fare indicated he knew he might be subject to screening based on your policy
Two. You can stand by a policy while making apoligies for its improper inforcement. A simple statement like "While we stand by our policy, in this instance we feel it was improperly executed and enforced. We have taken steps to correct this problem in the future and hope Mr. Smith accepts our sincerest apoligies." See, simple enough. Stand by the policy, give the proper respect to a passenger wronged. Make everyone see you care about EVERYONE'S COMFORT, not just the ones who support your policy.
In the future, perhaps Southwest can have a seat set up at their check in gates and can perform these test discreetly there so as to not embarass their customers. After all, everyone has feelings, whether they fit in one seat or two.
Finally. I have been a customer of size my entire flying life. I clearly do not fit into a "regular" sized airline seat. Yet my only experience in flying Southwest (Oct 2001), I was NEVER asked or informed about this policy, required to purchase another seat, or even spoken to about my size. I only learned about your policy by watching your TV show "AIRLINE." Once I knew this policy existed, I decided to remove Southwest as an option for my travel needs. I do when I fly, purchase an extra seat, or fly in Business or first class so I am not discomforting anyone else. Maybe Southwest could put in a row or two of these seats for people like us so everyone can be comfortable.
This seems like an opportunity for this policy to be reviewed, and enforcement be made to be much more dignified and ultimately better for the company, fliers, and everyone.
Larry
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