This issue has everything to do with the uncaring embarrassment of a customer based on an old, but still ill conceived policy, and nothing to do with someone being fat. Going further down the fat road only compounds this mess, a mess that can not be bought with a lousy refund.
This blog post should be short and sweet, and read something like this:
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"A regrettable incident occurred on our airlines involving Director Kevin Smith. We are embarrassed at what has happened, and note that it is clearly not the correct implementation of our policy surrounding passenger comfort. While the incident has gotten attention based on who was involved, Southwest would be upset by such an incident occurring with any passenger.
We have suspended the employees involved pending further investigation. Kevin Smith has been refunded his money as well as given complimentary airfare alongside our written apology and assurance that this will not happen again.
Further we have initiated a review of our policies on this particular issue, in an attempt to balance the comfort of all passengers as well as ensure that Southwest airlines treats all of its passengers with dignity and respect.
Please stand by us, we're going to get this fixed."
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See how easy that is, admit you messed up and move on.
Signed,
A guy who is not fat, but is still horrified listening to this.
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