As someone who sometimes flies SW, I'd have to say that your handling of this is atrocious. Rather than admit that you were completely wrong (if he doesn't need a seatbelt extender and the armrests can do down, he is clearly fine under the terms of your policy), you offer a half-assed apology and still imply that you were at least partially right in this. Until you admit that you were completely wrong here, I too will be boycotting your airline.
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