Great way to cave in to the first person to call you out in the media. He only got his refund because he has the press to back him. This just tells your employees that you won't back them when they make a hard decision. One decision you asked them to make everyday. Now how about refunding the ticket prices for every other person removed from your flights. You guys have no back bone and it's fairly obvious that this big man bullied his way into getting what he wants. Now he will get to sit on top of everyone seated next to him forever. Great job, you really don't know what real customer service is.
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