Southwest,
Please do your employees the honor of having their backs when they make a judgment call. You've hired people you trust, and you've empowered them to make decisions. For you to apologize does a disservice to them and to the other travelers who are willing to follow rules and procedures.
If a person cannot fit into one seat, your policy is to buy two. The only person who should be apologizing is Mr. Smith, for his self-serving, entitled behavior. Had the shoe been on the other foot, and a stranger wanted to violate rules Mr. Smith cared about, he'd have wanted you to support your rules then.
As it is, Americans live in the land of plenty and therefore indulge to the point of obesity. In 2010, there is no reason a person in America has to be grossly obese. He or she has the freedom to control portions, walk for exercise, and control the appetite. For those with no self-regulation, there are always meds to be had for a small fee both over the counter and from doctors.
I sure wish you airlines would grow a spine and quit kowtowing to those who won't follow your rules. If you intend to back down every time someone violates your rules, do the rest of us a favor and just toss the rules out. At least then we'll know what to expect for real.
I have zero sympathy for Kevin Smith. He acted like a fool even though he knew better.
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