02-17-2010
02:42 AM
1 Love
Thank you to the anonymous poster who made the suggestion to listen to Kevin Smith's point of view, which he gives in his podcast. (www.smodcast.com)
Mr. Smith's story on the podcast is, I will admit, a bit long-winded, but his explanation clearly shows that Southwest Airlines was in the wrong when their employee asked him to leave the plane. Moreover, his story shows that what happened to him was not just the result of employees making mistakes in the attempt to get the flight out on time. Just a few hours after the incident involving Mr. Smith, he witnessed another customer on the next flight out being treated in a similarly insensitive and demoralizing fashion by an airline employee. In other words, it wasn't an isolated case, and Southwest should re-think their policies on how employees should treat "customers of size", (if I may use the popular airline euphamism). Yes, there are issues such as the comfort and safety for the other passengers, but there has to be a way for the airline to balance those issues with the need to be courteous and decent to all their customers..
Through his podcast and tweets, Kevin Smith has brought some much needed attention to the issue of certain airlines (I don't think Southwest here is soley to blame) placing the bottom line above customer service and common decency. I hope that more will come of this than a few tabloid stories and some frenzied tweeting.
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