Good work Southwest. Your public relations people should all get raises for turning a manageable indecent into a fiasco. All the man wanted was an apology and an admission that the individuals in this single case overreacted. You had to stick to your guns and a subjective and flawed policy and made this a company-wide decision that will cost you passengers and money. Apparently at Southwest, luggage can fly free but overweight passengers get the boot. I can't wait to see how your competitors spin this to cost you income and the jobs of Southwest employees. When they start firing folks because of lost revenues, may I suggest you start with the PR department first.
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