02-15-2010
02:05 PM
Every--I mean every organization must have policies in place that govern how people are treated. Especially airlines in this day and age.
So it all comes down to how the policies are communicated, enforced and how the people affected by the policies are treated...period.
Southwest has a policy for overweight people...fair enough--I would even agree it is needed. But this sounds like a total FAIL how the policy was communicated and enforced.
And let's be honest...if it wasn't Kevin Smith with the media reach he has we would have never heard word one about this and another human would have been trampled on by corporate policies design for something good but customer service that is completely detached from the fact that they are dealing with people not cargo.
Go Kevin Smith!!! Southwest get a clue about customer service!!!
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