Just wanted to chime in among the chorus of voices to let you know that I'll NEVER fly Southwest again. I'm a man who would pass your little tests without issue, but after hearing Kevin Smith recount how heartless your employees were not only to him, but to the girl on the flight you reassigned him to, I cannot in good conscience any longer give your company a vote of confidence with my heard-earned dollars. Your mismanagement of this issue is pathetic, and your company is in dire need of some close re-examination of its policies. Will you be wiped out after this? Doubtful (and I hope not; the last thing we need is for more people, ones who are innocent in all this, to lose their jobs). But do changes need to be made? Absolutely. Until then, goodbye and good riddance.
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