02-16-2010
06:51 PM
1 Love
You really need to stop playing the safety card on this, there is no safety issue involved. Many other types of passengers present potential obstacles in case of emergency but they are not singled out for public humiliation nor required to pay extra fare.
And do not be mistaken, the outcry you hear is about the very public displays your employees engage in to ostracize overweight people. This is not the first time SWA has made the news for its inconsistent application of its own policy, and it's unlikely to be the last.
To say you've never dealt with this situation is disengenuous, you have had myriad complaints from people who have been humiliated in similar fashion. The only thing new about it is that your employees made the mistake of doing it to a celebrity who is linked in to the virtual world.
The only way to truly rectify this situation is to send an unequivocal message to all of your employees that you do not condone the humilation of nor discrimination against overweight people. You will clarify your policy so that every.single.employee knows whether or not a second seat is required. You will allow NO passenger to get as far as his/her seat without being informed of the second seat policy. And in the case that all of the above fail, you will institute the same service recovery measures used in Mr. Smith's case.
As if. We know that won't happen because, protestations to the contrary, SWA promotes discrimination against random fat people. Notice that most of your supporters are less than tactful about their hostility to those who are overweight.
Although this attempt at an apology is certainly better than the first, it still needs more work. You need to not only acknowledge but fix the inability of your employees to adhere to your own policies. You need to make it crystal clear to everyone purchasing tickets exactly what that policy is. Until that happens, you can blog your little heart out but it won't make any difference.
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02-16-2010
06:51 PM
1 Love
You really need to stop playing the safety card on this, there is no safety issue involved. Many other types of passengers present potential obstacles in case of emergency but they are not singled out for public humiliation nor required to pay extra fare.
And do not be mistaken, the outcry you hear is about the very public displays your employees engage in to ostracize overweight people. This is not the first time SWA has made the news for its inconsistent application of its own policy, and it's unlikely to be the last.
To say you've never dealt with this situation is disengenuous, you have had myriad complaints from people who have been humiliated in similar fashion. The only thing new about it is that your employees made the mistake of doing it to a celebrity who is linked in to the virtual world.
The only way to truly rectify this situation is to send an unequivocal message to all of your employees that you do not condone the humilation of nor discrimination against overweight people. You will clarify your policy so that every.single.employee knows whether or not a second seat is required. You will allow NO passenger to get as far as his/her seat without being informed of the second seat policy. And in the case that all of the above fail, you will institute the same service recovery measures used in Mr. Smith's case.
As if. We know that won't happen because, protestations to the contrary, SWA promotes discrimination against random fat people. Notice that most of your supporters are less than tactful about their hostility to those who are overweight.
Although this attempt at an apology is certainly better than the first, it still needs more work. You need to not only acknowledge but fix the inability of your employees to adhere to your own policies. You need to make it crystal clear to everyone purchasing tickets exactly what that policy is. Until that happens, you can blog your little heart out but it won't make any difference.
... View more