02-16-2010
11:12 AM
A couple of points to consider:
1) You weren't there. All we know is Kevin's side of the story which has been broadcast extensively. The SWA side of the story is already prejudiced against, by all the cyber storm surrounding this. We should not judge the whole situation based on only one side of the story, and I think this is what Linda was saying in a way -- she's responsible to her employees and is not going to make a quick judgment against them (unlike many of the people on this blog, Kevin's blog, Twitter etc.) A little calm and reasonableness is in order here. Rest assured, SWA is extraordinarily reasonable and truly customer-focused. They will make appropriate changes after carefully considering the whole situation, and their first priority will be to retrain or otherwise correct the handling of the situation.
2) Kevin Smith, Good Morning America, Larry King etc. ALL have something to gain and nothing to lose by trying to make a big deal out of this. Consider that when weighing your assessment of the situation.
3) All the vitriolic language about "hate", "fat people" etc. is completely out of line. It's nothing more than stirring the pot, it's unfair to the 32,000 people at SWA who truly care about their product and the customers they serve, and it's embarrassing to the posters. It is also completely opposite to the way things happen at SWA. Most of the posts are "signed" Anonymous -- consider the source.
SWA is an amazing group of people. Sometimes somebody makes a mistake -- they are human. I don't know this to be the case, but if it is the case, SWA will make it right. SWA handles about 250,000 customers every day -- the vast majority of whom enjoy the experience and appreciate the sincere customer focus. Maybe they got this one wrong -- maybe. But they will make it right.
... View more