Oh Southwest,
Swallow your misplaced pride and apologize to Kevin Smith and Natali and discipline the staff who were involved in this situation. Admit that you messed up, make amends by sorting out and clarifying your 'people of weight' policy - the policy in your regulations is not the one being followed by your staff. Whatever it is, decide what you're going to do and talk to your staff about it and let us put this whole ugly situation behind us. There can be no call for humiliating people after they have got on a plane and are seated. Until you do this, you'll just find yourself losing customers. Nobody expects no-frills airlines to be perfect, but politeness, courtesy and graciousness don't cost anything. Come on, Southwest - I have taken many flights with you out of Oakland and am now thinking twice about taking another one . . . on principle (I am not a person of weight).
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