He met your own policy of being able to put the armrests down did he not? Yet you still booted him of the flight, why? I cant imagine the embarrassment of a non celebrity going through this BS. He was the last person to board (being stand by) and sat near the front of the plane, I'm sure people were saying "Hey it's silent bob!!". Now you boot him off, I'm sure people were then asking themselves hey what's going on, why are the kicking him off: Exploding underwear? Drugs? He couldn't argue with you else you would have had the air marshals arrest him etc.. So he suffered the embarrassment and debarked.
I think he regrets going to twitter so quick, but i understand in the heat of the moment i'd be pissed and would likely do the same. In this internet age one screw up can really cost a company, and it's cost you all of my future business.
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