It seems your best PR people took the day off. An apology includes a mea culpa. You apologize like a bad girlfriend. Just saying you're sorry that he didn't have a good flight is NOT an apology. I realize corporations never like to admit anything without consulting their lawyers first, but in this instance a self-flagelation and promise of future sensitivity would be more productive.
My brother is HUGE, and he's never had a problem on your (or any other) airline. He heard about this story though and he is afraid of being needlessly humiliated by your staff. Policy be damned! Get your staff to be lenient whenever possible and sensitive at all times.
Also, telling the truth is always the best policy. When I say truth I mean the full-frontal truth, not some slanted lawyer-speak version of the truth. If you don't, no one will trust you ever again. I'm not sure I ever can.
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