You seem to be caught in the middle of a bad situation. I would bet that your employee was trying to treat the issue discreetly and something intervened. Don't bow to all the bloggers currently insulting you on your handling of the situation. They say they won't fly with SWA, but most of them are so shallow, they will be on your next flight because it leaves 10 minutes earlier than anyone else's. You could probably use some help in the letter writing department if the Today show read the complete letter. Trust your employees.
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