I'm not fat and while I disagree with your policy, one of my main concerns is how you are treating Mr. Smith. Mr. Smith makes disparaging remarks about your company publicly, and the tone of your response is certainly not one of respect.
If I complain about Southwest on Twitter and it actually gathers attention, will you strike back at me in a post like this and with this attitude? How many Twitter followers do you have to have for Southwest employees to consider you a public figure and to make the decision that private customer data about the customer's habits can be released? Or do you breach any and all customers' privacy?
A better response to a celebrity or non-celebreity would be "We have been made aware of an anomaly that occurred in regards to a customers experience. We are very sorry, have apologized, and are looking for a solution with the customer." This is all you should say!! Do this rather than try and justify yourselves because no one is buying your corpspeak spin and its insulting.
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