I hate to jump on the bandwagon here, and I'm not going to call you guys liars or swear at you. But I am a bigger guy too. Not as big as Kevin, but big enough to be concerned that if I fly Southwest again, as I have numerous times, this could happen to me.
So I'm afraid unless SWA makes some huge gesture and a very public mea culpa for this, I will never fly Southwest again. I recently flew Air Tran and had a wonderful experience (aside, admittedly from the bag charges) and was more than comfortable on a full flight.
I don't even care so much about Kevin Smith's story (and yes I'm a fan of his so I'm predisposed to take his side) but the story of the girl Natali who was on his second flight that night who was humiliated by your employees.
I've been unemployed in my life and would never normally wish any one lose their job. But I'm also a Customer Service Manager for a $10 Billion Dollar company in Chicago. Your guys failed here. Epic FAIL. The gate attendant or whatever she was that pulled Natali off that flight as well as the other SWA employees who accompanied her should at the very least be severely punished by a long suspension without pay.
You've lost a couple thousand dollars worth of business a year by losing me. Not much I know. But imagine if I'm one of, say, a million other larger travelers who spend roughly the same amount each year. How's that going to affect SWA's bottom-line?
Make this right. Sincerely make it right. For yourselves as much as those involved.
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