A bit more effort this time, but still closing with the objective of the first blog? Fail. I'll bet it was the fact the Good Morning America AND Larry King were LITERALLY beating down his door for an interview...
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I would LOVE to see SWA PR respond to the brunt of comments listed here! What a MESS they've gotten themselves into!
To use a "25 year old" policy to defend your company against a passenger who came to you genuinely upset about a situation is not only an act of cowardice, it's just BAD BUSINESS. I know the adage (and business cornerstone to most), "the customer is always right," may be dated or not apply to the airline industry but I'm absolutely positive it's MUCH older than your "25 year old Customer of Size policy." ONE WOULD NEVER SEE JETBLUE (@jetblue on Twitter) stoop to this level of humiliation. A level that, I'm sure, has followed Mr. Smith (and the passengers around him) home from the airport. Attempting to use your blog to try and "smooth" things over just makes your airline look worse. Even the title of this blog is disingenuous -- how shameful! I have never had the problem that Mr. Smith and others have encountered with you, but I will be sure to NOT consider your airline in my future travels. I will be sure to urge the many companies and clients I work with to follow suit.
Also, to all the negative "Anonymous" commenters out there who freely throw derogatory terms around. Whether you're plants for this company or not, at least have the chutzpah to identify yourself, since you're so quick judge everyone else in the world. Even if you use a fake name (which I'm sure any other spineless, hiding-safely-behind-a-keyboard jerk would do).
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