I am calling Shenanigans on SW. SW, as we all know, is a glorified bus service. Smith can afford to pay extra money to be comfortable. And then, because he chooses to buy a second seat, has that used against as though he has been told that he had to purchase the seat.
I think if he had been not offered the seat to begin with, there would have been no trouble. It was the public shaming of him (and the woman on his later flight) that got him pissed.
At this point, people are so afraid to challenge anyone in the airlines, the staff gets away with obnoxious behavior - and it is not just SW (though it appears they are very high on the list).
Suzanne handled this very poorly, and rather than blaming the customer for the lack of customer service, SW should look in the mirror and adjust its policies. I understand the concern for other customers - but a little forethought on how your policy is implemented would prevent these types of fiascoes in the future.
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