Southwest, I have always appreciated your airline for it's policies, and fun loving spirit. Traditionally your customer service is excellent, but I feel you are missing the point here.
Kevin Smith WAS let onto the plane and had comfortably seated himself, in ejecting him from the plane Southwest airlines may have observed it's own policies with regards to size but you failed your own policies of the customer comes first.
Whether Mr. Smith was over the size limit isn't the question. The question is whether Southwest handled the situation correctly and the fact of the matter is NO. Kevin Smith should have been notified well in advance of being in on the plane in front of a substantial number of people, that he was not going to be able to fly standby for whatever reason, but the decision (right or wrong) was made once the point of no return had been reached, and it was thoughtless .
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