That's strike 2 SWA. You can't even make a reasonable apology to a guy you yourselves admit you wronged. Tomorrow in honor of Fat Tuesday I suggest you apology for the continued implication you make that Kevin Smith is "too fat to fly" and promise to step up and revise training and procedures dealing with the enforcement of this policy.
I've been flying SWA for 20 years and I've seen the airline change over that time -- I believe this is the straw that breaks the camel's back. Balls in your court - fail to treat ALL customers with dignity and respect, and I will be taking my business elsewhere. Maybe my tickets will cost a few bucks more, but I cannot in good conscience continue to support an airline that treats people this way.
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Did anyone from SWA on the plane inquire of Mr. Smith if the purchase of two tickets was to accomdate his size or based on a preference not to sit next to someone else? From the outcome, I can say with 99.99% certainty that they did not.
It was not the policy that was at fault here, but as is usual in these kinds of situations, the application thereof. Whether the customer in question is Kevin Smith of "John Smith" the treatment received from SWA was uncaring and (the insult you as SWA should feel mostly keenly) -- bureaucratic. Every rule becomes petty when applied by petty people, and in this case sadly the SWA crew proved themselves petty and uncaring about the quality of service they deliver.
ONE QUESTION would have been all it took "Mr. Smith, we notice that you normally purchase two tickets when flying with us -- if you require both of those seats to comfortably fly, I'm sorry to say we cannot meet your requirements on this flight. If you like, you can either stay on this flight provided you can get by with one seat, or please take this travel voucher and we'll help book you on a flight that will better serve you." See that's easy, and you all can still implement your 25-year old policy and Kevin Smith (and hopefully everyone else!) is treated with respect.
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