You really, really messed up. And you've only made it worse.
Mr. Smith has personality and public good will in spades. You don't. You have so much more to lose from this senseless fight. I cannot believe your PR group and your customer reps are so clueless. YOU CANNOT SNOW KEVIN SMITH! Everyone knows that.
Bad call. Very bad call. My family and I will never fly with you again.
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