You have an unbelievable opportunity here.
Tell the truth that someone lied to Kevin about why they were ejecting him. Tell us why. Was it because in that moment that the ejecting employee made the call, that they were afraid that Kevin would be angry about the real reason? Real reason possibly being bad scheduling or WHATEVER. Just tell us why. Everyone makes bad calls. Then tell us the truth about how afterwards other SWA employees covered it up to protect the employee and to protect the airline's reputation.
Here is the opportunity -- Your reputation will become the airline that can tell the truth that yes, like the rest of the world, they sometimes make mistakes, and yes they protect their employees, and yes they will actually tell the truth about what happens if ever there is a problem, at the very least after everyone has taken a breath.
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02-14-2010
10:52 PM
2 Loves
SWA should amend their procedures in order to preserve safety and maximize respect for thier customers. This issue will not go away anytime soon while the country is in crisis with obesity. I am served notice of additional fees at the counter in the airport if my bag is not within restrictions, and in a one-on-one conversation that is not in the crowd of a seated airplane. I respectfully request that that is how airlines handle whether or not I will fit in a seat.
Kevin Smith is definitely pro-comfort and very likely pro-safety. His complaint was not that a safety policy existed. His complaint was about the disrespectful manner in which it was carried out.
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02-14-2010
10:49 PM
3 Loves
SWA should amend their procedures in order to preserve safety and maximize respect for thier customers. This issue will not go away anytime soon while the country is in crisis with obesity. I am served notice of additional fees at the counter in the airport if my bag is not within restrictions, and in a one-on-one conversation that is not in the crowd of a seated airplane. I respectfully request that that is how airlines handle whether or not I will fit in a seat.
Kevin Smith is definitely pro-comfort and very likely pro-safety. His complaint was not that a safety policy existed. His complaint was about the disrespectful manner in which it was carried out.
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