02-16-2010
01:22 AM
Absolutely pathetic. Continuing to quote your "25-year-old policy" that is COMPLETELY IRRELEVANT to the actual situation. Under your own "objective" measures (the seat belt, armrests, etc.) he did not need, nor should he be required to purchase a second seat. The piss-poor decision by the employee whose "quick judgment call that he might have needed more than one seat for his comfort and those seated next to him. " was WRONG. Period, full-stop.
To keep up this BS by quoting your policy that large customers should purchase two seats is a pathetic attempt to both change the subject off the horrible customer service you provided and a seriously childish attempt to try and be "right" no matter how obnoxious you are in doing so. It's like the saying "you'd rather be right than happy". Apparently you'd rather be right than customer-friendly. Given the FACT that he could fit in a seat, armrests down, not causing discomfort to the passengers next to him there's NO CALL to continue to quote the company policy in those situations. In this specific situation, this policy DOES NOT APPLY. It'd make just as much sense if you tacked on a paragraph about a policy of removing a person from a flight for being drunk and belligerent, or for having TB.
I wish all those cheering you on, piling on with their own horror stories, and defending the policy in general would understand that this isn't a fight over whether that policy is right or wrong. What this is about is a customer who was seriously wronged by your employees, and the (ongoing) attempt by your company to refuse to admit you were 100% wrong.
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