I think that this seems a weak apology on the whole. You should be striving to improve the airline's standing at this point by keeping the policy, but changing the scale of your seats. Clearly if your company must take such a firm stance on this policy, your seats are too small.
Why not prevent this from being an issue ever again by fixing mechanically the space allotted to passengers. You don't have a first class, so with the extra room of not having one you should be able to expand everyone's seating a little.
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02-15-2010
04:49 PM
I think the major point of all this is being missed. The seats as a whole are too small and too close together. We've all become accustomed to being packed like sardines, and don't comment on the fact that the airlines, SWA included, have made seating too small.
I'm not overweight, but because of weightlifting have about a 28" span from shoulder to shoulder. These tiny 17" seats are inexcusably small, and the airlines know it.
To fix this, SWA should make a more generous apology to Kevin Smith, and promise to all customers that they'll expand the size of their seats.
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