The thing is Mr. Smith did purchase 2 seats, in accordance with SWA policy, so why did he have to get off the plane? There are some people on here who keep lauding you for your policy, which I agree is a good policy, but it sounds like he followed your policy. The policy is not the issue. Stop setting up a straw man characterization of his argument. He is not arguing against your policy. He is arguing that he followed your policy and you still screwed him. Why are you trying to make him look like the jerk when it is obvious that it is SWA that is wrong on this issue? Quit whining and admit you screwed the guy.
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