As a so called "normal sized" person, a size four, 127lb, 5'6" woman to be exact, I am appalled at this sham of an apology. Yes, I have been on flights with larger individuals who took up my space, and flying from Newark to Amsterdam with half a seat is quite uncomfortable. But if Mr Smith fit in the seat and complied fully with Southwest's own safety (size) guidelines, then your employees had no business removing him from the flight. A true apology is called for, and the individual(s) responsible should be held accountable. If the Southwest's guidelines are inadequate, new guidelines must be drafted. But by removing Mr Smith from the flight despite his status as a safe customer (according to your own guidelines), your employees discriminated against Mr Smith. Regardless of the hurry they were in, they ignored their own company's policy in regard to size, and this exception to the policy constitutes discrimination. By simply admitting that this is a case of discrimination and punishing those responsible, Southwest will gain my respect and the respect of many other customers.
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