Southwest has always tried to pass the kool-aid and convince people that it is a 'customer service organization which just happens to be in the airline business". Well, congratulations. Both your inflight crew and your blog person have managed to put the lie to that propaganda/sales piece in very short order.
Your blog author claims that you have apologized to Smith. Does your company understand what an apology is? Apparently not. You don't get to claim a 'heartfelt apology' was given when you say sorry.. but we did nothing wrong. Sorry, but we were right. Sorry, but we were just protecting everyone else from this mythical danger our flight crew dreamed up.
Whether you have had a 'persons of size' policy for 25 years or not is not the issue. Whether Smith had previously bought two seats or not is not the issue. Either you are sorry for the incident or you are not, and you are clearly not..
You've managed to show clearly that your company has no conception of what a customer service organization isor how a customer-centric organization behaves. You are clearly nothing but a cheap little discounter who, like Ryan Air would try and make people pay to use the toilets if you could. That's why I continue to vote with my feet and will never stop at your counter of fly your airline, no matter how much advertising spin and bs you pump out.
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Your action and subsequent reactions are utterly laughable, SouthWest. For as long as I can remember, you've tired to pour the Kool-Aid that SouthWest is a 'customer service organisation that just happens to be in the airline business'.
This idiotic action and your total lack of comprehension as to what actually constitutes an apology, has thoroughly and completely put the lie to this notion that you are a customer service organization. You are not. You are just like the Ryan Airs of the world- a bare bones discounter with no service and no clue. If that's what you are happy being, then good for you. I vote with my feet and walk right by your counters every time I fly. Just stop pretending you have a service oriented, customer based culture.
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