02-15-2010
06:49 PM
1 Love
This isn't how you effectively apologize to someone at all! Merely reading the title diminishes any “heartfelt” sincerity that is claimed to be passed along to Kevin Smith in the blog. What is the purpose of apologizing when it is back handed and rude?
There is no excuse to be rude to a customer even if the customer is being rude to you in the first place. You do what you can to sincerely apologize and honestly explain the situation to the customer to the best of your knowledge and ability. It makes SouthWest look bad and makes me prone to side with Kevin Smith on this. SouthWest should have put more thought into this blog before it was written in order to give accurate facts and an accurate depiction of the events that occurred rather than something that is very sketchy.
SouthWest doesn't clearly explain why they asked him to leave the plane at all. They jump around the issue and make excuses. If it was about going over weight limitations and balancing the plane… be honest about it! Find an intelligent and kind way to explain this to everyone.
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