02-15-2010
11:59 PM
It's really sad that Southwest was built on customer service, yet in a situation as simple as this one could have been, the ego of every PR person that attempted to handle this got in the way of the one thing that could have made it right. An actual apology could have made this go away. How did Southwest overlook the fact that, regardless of how many people may love and fly with them every day, very few of those people will defend their every action in the same way that the fans of Kevin Smith will. Southwest, you're an airline, get over yourselves. This should've been easy, but instead you've made yourselves a lightning rod for future complaints and even worse, lawsuits. I'm not without bias in this. I love Kevin Smith. At this point though, he's beginning to sound like the nerdy kid that no-one could beat up because there would be an endless barrage of "you can hit me, but I'll always be smarter than you." Kevin, my advice to you is to let this bully win. It'll hurt for a week, but the world will always know that Southwest had the chance to do the right thing, but blew it over and over again. Besides, I'm sure you'll direct more movies, and isn't there such a thing as negative product placement?
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