This is a very hard situation to deal with. Most customer service contact employees don't have to deal with this situation in particular. I feel bad for the single customer service employee who had to make the decision to either let Mr. Smith board stand-by with a single seat or not. As most people know Crew on board the aircraft have the final say with everything on their aircraft especially due to safety. I feel the mistake was made originally when the customer service employee let him board stand-by with one seat, but I feel southwest did the only thing they could do to help the situation by apologizing, giving a voucher, and explaining their policy. There is no measuring tape or sizing box to put you in so they have to use their best judgment. I back up southwest a 110% due to this topic being so sensitive and defiantly a safety issue. For those of you employees that dealt with this situation I apologize that you had to deal with this so publicly.
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