02-16-2010
09:38 AM
Where is the apology for releasing his private customer information?
You blew this Southwest. You blew it that night, you blew it with the first lame non-apology and you blew it with this one. Just because a policy is 25 years old doesn't mean it's a good one and doesn't mean that your employees know how to implement it with compassion and respect. And that you still won't admit the employee made a mistake using this policy as justification to remove him from the flight is just shameful.
The safety reasons you keep citing are a joke because if that was truly the case, you wouldn't allow handicapped or elderly people on the plane. Or families with multiple small children. Because we all know fat people are so much slower and harder to evacuate than everyone else in the world.
I think you need some remedial lessons in public relations crisis management. And perhaps some human relations seminars in discrimination, sensitivity training and "how to tell the truth."
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02-15-2010
05:55 PM
Southwest must feel very proud that of the small percentage of people posting here who support your actions, the majority of those are ignorant, rude and feel quite free to openly mock larger people. How refreshing it must feel for your company to be championed by the boorish of society. You should definitely keep this PR campaign up, think of the untapped market... "Southwest... the airline for those with no manners." Well done.
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02-15-2010
10:13 AM
1 Love
Maybe I missed this lesson in how to handle a negative PR situation but the last I checked, it's not a great idea to release private customer information and then publicly mock the person who had a bad experience.
SWA has no idea why Mr. Smith occasionally chooses to purchase 2 seats but as someone who is regular sized, I know that I would do it if I could afford it, simply for comfort and privacy reasons. Releasing that information as though it is indicative of anything or absolves SWA of its poor conduct in this situation is patently self-serving and reprehensible.
Rather than defending itself and seeking to discredit Mr. Smith, SWA would be better served by admitting that their employees made a mistake, treated him badly, and will commit to making sure the 2 seat policy is conducted in a respectful, consistent manner. At this point, I'm so disgusted by the response that has been made that I will rethink any future decisions to use your airline.
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02-15-2010
10:13 AM
1 Love
Maybe I missed this lesson in how to handle a negative PR situation but the last I checked, it's not a great idea to release private customer information and then publicly mock the person who had a bad experience.
SWA has no idea why Mr. Smith occasionally chooses to purchase 2 seats but as someone who is regular sized, I know that I would do it if I could afford it, simply for comfort and privacy reasons. Releasing that information as though it is indicative of anything or absolves SWA of its poor conduct in this situation is patently self-serving and reprehensible.
Rather than defending itself and seeking to discredit Mr. Smith, SWA would be better served by admitting that their employees made a mistake, treated him badly, and will commit to making sure the 2 seat policy is conducted in a respectful, consistent manner. At this point, I'm so disgusted by the response that has been made that I will rethink any future decisions to use your airline.
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