Southwest Airlines Community

The problem is not with SW policy. Rather it's the arbitrary enforcement and profiling by SW employees. Other than this so call arm rest test (which Kevin passed), no concrete reason was giving for him being removed from the plane. So you refund his airfare and SW posts two PR ready pathetic apologies which reminds everyone about this 25 year old policy but backhandedly put the blame back on Kevin Smith. What kind of consumer confidence does that give to current and Future SW customers who don't have a worldwide audience to broadcast to when your company goes beyond enforcing your policy by using public humiliation? While SW is a discount airline pricewise, does that also mean that your have discounted service too? Yes, you reached out to him and think all is well with your poor excuse of apologies, but your handling of this situation just cost you my business. I'm sure SW will feel better about one less "person of size" to cram the seat of the plane. ... View more

The problem is not with SW policy. Rather it's the arbitrary enforcement and profiling by SW employees. Other than this so call arm rest test (which Kevin passed), no concrete reason was giving for him being removed from the plane. So you refund his airfare and SW posts two PR ready pathetic apologies which reminds everyone about this 25 year old policy but backhandedly put the blame back on Kevin Smith. What kind of consumer confidence does that give to current and Future SW customers who don't have a worldwide audience to broadcast to when your company goes beyond enforcing your policy by using public humiliation? While SW is a discount airline pricewise, does that also mean that your have discounted service too? Yes, you reached out to him and think all is well with your poor excuse of apologies, but your handling of this situation just cost you my business. I'm sure SW will feel better about one less "person of size" to cram the seat of the plane. ... View more