Well Southwest, now is your chance, everyone is watching. You have an opportunity here to change things.
Flying sucks. Everyone knows it. Whether you are fat or skinny - it is a royal pain in the butt. Your broken business model was just exposed for all the world to see. What will you do? Completely overhaul your customer service policies to make flying *gasp* FUN again? Make a commitment to reprimand those involved? Add a few extra-large seats to your plans for "people of size" or just those that want a bigger seat? Make any attempt to make things right?
I really hoped, when I listened to Kevin Smith's podcast, that your answer would not be to write a passive aggressive "apology" that should be featured on passiveaggressivenotes.com. If have a guest in my home - and for whatever reason that guest has one of the most humiliating experiences of their lives - my reaction is not to say "well, sorry that's just how we roll!" Apparently, that's OK in your industry though...
And please, when your airline begins to fail miserably because your a bunch of a-holes - don't ask for a bail out.
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