02-16-2010
11:52 AM
I love Southwest Airlines and I feel that Kevin Smith was NOT owed an apology, a refund, or a $100 voucher! if it weren't Kevin Smith, would the same have been done?
I have no bias against large individuals, but for the safety of that passenger as well as the comfort of other passengers, the rule should have stood without apology. Too often on other airlines, I have been sandwiched between large individuals...I am 5"2" and 105 #. Smith should not have felt he deserved special treatment.
This is very disappointing for me to see Southwest take this position. I realize you are big on customer service, but what about the people who have to sit next to this guy? What about their customer service?
If anything there is a bias against smaller people. A 210# passenger has the same luggage limits as I do, and if I am even 2 pounds over on my luggage weight I have to pay extra, even though my body weight is half of that passenger. So why shouldn't you enforce your two seat rule with Smith? He obviously knows the rule as he abided by it before. He knew that flying standby would only give him one seat.
Southwest, toughen up and don't cave to the media. While some people are large and I don't hold it against them, let's not start a pro large people campaign for those people who should do something about their size.
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