I'm a reasonably intelligent person and realize that half these posts are BS, people who love the opportunity to complain about something, or have an agenda/axe to grind about discrimination in general...
But SWA, take note: I am a large person who flew on your airline a few weeks back from San Antonio to Omaha - and I had no problem. But this morning, when I had the opportunity to select another flight from San Antonio to Orange County, I chose another airline.
Why? Not because I think you're totally in the wrong, but Mr Smith's account IS the more believable of the two and I, for one, won't take the chance of the same thing happening to me. Doesn't mean it won't happen to me on another airline (and I will come back here and post my experiences if it does), but one DOES tend to shy away from the KNOWN bad experiences vs. the unknown ones.
Bad publicity is a very delicate thing and you didn't handle it well - even with a 25 year old policy on your side. Public opinion may even grant you the logical victory - and STILL stay away based on the 'spirit' of how you defended your actions. And it IS customers that keep your company running, yes?
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