02-16-2010
12:32 PM
1 Love
What I don't understand is why the "person of size" policy is even a factor here. Since Smith could demonstrably fit in his seat, put down both armrests, and buckle his seat belt as per Southwest's regulations, I'm baffled as to why SW continues to point to that policy as the reason Smith was booted from the flight. If the airline needed to enforce that policy because of Smith's size, I (begrudgingly) understand - it DOES exist as a policy, and they have the right to use it. But not only are they pointing at a policy that Smith doesn't fall under, they handled the situation badly by allowing him onto the plane and THEN kicking him off - I don't care who you are, nobody deserves to be publicly humiliated like that. It's horrible customer service, and there's still no real apology for it in this post.
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02-16-2010
12:32 PM
1 Love
What I don't understand is why the "person of size" policy is even a factor here. Since Smith could demonstrably fit in his seat, put down both armrests, and buckle his seat belt as per Southwest's regulations, I'm baffled as to why SW continues to point to that policy as the reason Smith was booted from the flight. If the airline needed to enforce that policy because of Smith's size, I (begrudgingly) understand - it DOES exist as a policy, and they have the right to use it. But not only are they pointing at a policy that Smith doesn't fall under, they handled the situation badly by allowing him onto the plane and THEN kicking him off - I don't care who you are, nobody deserves to be publicly humiliated like that. It's horrible customer service, and there's still no real apology for it in this post.
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