02-15-2010
03:19 PM
I have no doubt this apology originates from your "crisis management" experts. You really should get your money back, Southwest.
Your employee Suzanne lied. She told Keving he was being ejected over "safety concerns," How does being overweight cause a safety issue. I can see it potentially being a "discomfort" issue for other passengers, but certainly not a safety one. Both of the passengers sitting next to Kevin had no objection to him being there. That was mistake number two. Why didn't Suzanne take that into consideration. Mistake number three, if he was going to be ejected, why didn't all the other employees say something before he boarded the plane? Another misstep.
Apologize for the missteps. Not for inconveniencing the man and say "we did no wrong." You did do wrong. Admit it, for God's sake. Then, I think he might consider accepting the apologize. You really haven't apologized for the mistakes and missteps of your employees. Own up.
I don't think I'll ever give you any of my business ever again.
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