If Mr. Smith needed 2 seats, why was he placed on Standby for 1 seat?
Why was another woman for this flight publicly berated for not having bought 2 tickets? Surely there was a way to discuss it with her privately LONG before she got to the gate and on the plane.
Why was there another man on the flight who was larger than Kevin Smith but left in his seat?
If your rules are so important, then the ticketing counter should have stopped all 3 of these customers and dealt with the issue quietly and privately there. So your staff made 3 errors right there.
And if the ticketing counter made an error, then these missed customers should have been stopped at the gate counter, quietly and privately informed of the error, and given their options about how to purchase a 2nd seat. But that didn't happen either, so your staff made 3 more errors there.
So no matter what you want to write or rewrite at the top of this page, Southwest, your staff screwed up somewhere, and now you're trying to pretend that it's totally appropriate to bring everyone onto the plane and stow their luggage and then at the last possible moment start arguing with people about how many tickets you wish they'd bought. That's ridiculous.
You don't really know how-big is too-big. And none of your employees really have an idea either: not at ticketing, not at the gate, and not on board.
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