The problem here is not what some would deem as a questionable judgement call on the part of SWA employees nor is Mr. Smith's size. The problem is the corporate mindset that made the policy a necessity in the first place. SWA has run their company smartly and somewhat responsibly for years and has been profitable while other airlines have drowned in red ink. BUT... They have succumbed to the airline businessasusual practice of squeezing smaller seats into a 737 to fit more paying asses into those seats. Shaving inches and centimeters off of the seating space has gone beyond what is comfortable for any average adult. Show me anyone who has flown America West or Spirit without leg cramps and/or knee bruises.
I have flown international on Qantas, Air New Zealand, British Air and other carriers and could comfortably cross my legs or reach in a pants pocket without amputating my own hand at the wrist. Those airlines are somehow doing OK without treating their customers like veal on the hoof.
It all comes down to bad management begetting bad policies begetting bad PR.
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