I and my family fly Southwest. A lot. And I will continue to fly them due to the low cost and reliable service. However, I think Southwest was way wrong here - and they compounded the error by not offering a written apology, which has lead to this national P.R. mess.
Bottom line: The Southwest employee who dragged her up to the front of the plane blew it, and then you blew it again by failing to apologize to her in your letter. You have no stated "dress code" and in today's society this PAYING CUSTOMER was not out of line. She obviously walked through the entire terminal and no police, TSA or any other airport authority stopped her for "public indecency". Dragging her up to the front of the plane "exposed" her outfit way more than if your employee had simply acted in a low-key, quiet manner to de-fuse whatever complaint existed right where Kyla (or the offended person) were sitting. In fact, on the return trip Kayla was COMPLIMENTED by one of YOUR EMPLOYEES !! How hypocritical can you get ?
Since when is it your job to be the arbitrary (remember...no dress code) "morality police" ?? If you are an alleged "family airline", maybe the drink coupons should be dropped too, so kids will not see customers getting drunk on your airplanes. You should have apologized to her and this would not be in the national spotlight. Nice job, Southwest "Manager of Customer Communication"
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