02-15-2010
11:07 PM
1 Love
So much to say:
1) Christi Day, your "Emerging" Media Specialist needs to do a better job with old-school PR. Her blog only added fuel to a fire started by SWA. Probably in response to Mr. Smith ruining her evening at the bar, as evidenced by her use of emerging media to track her plans via her personal Twitter feed.
2) SWA continues to hide behind the "Safety" (meaning "too fat too fly") argument, when it seems Mr. Smith fit within your guidelines.
3) It is quite obvious Suzanne in OAK is doing everything she can to cover up that she made some very rookie mistakes, all in an effort to keep her job. The first start for all of your employees should be sensitivity training.
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02-15-2010
04:26 PM
So, all SWA plane seats are the same. He has had no issues flying SWA before in a single seat (note the first mention he purchased two seats was made by SWA to erroneously prove a point, which seems to be an invasion of privacy). By his own admission, he is overweight BUT he fits fine into one seat using SWA's criteria.
And the cocky PR hack (as evidenced by the title of this blog) had her night at the bar disrupted (as evidenced by her use of foursquare on her personal Twitter account), so instead of a heartfelt "Yes, we made a mistake" apology, she avoids the core issues here. First, the captain did not make the call, but someone else did. That seems evident by the story. With that, the airline industry as a whole has made mockery of "customer service", as if ANY passenger complains, they will threaten them with arrest. Finally, as evidenced by the female passenger sitting in the same row as Mr. Smith on the second flight, Southwest Airlines employees need to do a better job at approaching people they feel are arbitrarily overweight.
If you are unable to flag them at cubrside check-in, or ticket counter, or at the gate, pulling them off the plane is humiliating. Especially when it is done by an overweight obnoxious gate agent or stewardess.
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