02-16-2010
05:27 AM
I am disappointed in your lack of clarification as to whether you considered Mr. Smith to be "too fat to fly". If a customer can fit in a seat, without a seatbelt extender, and comfortably between the armrests, can that customer still be considered too large based on a "quick judgement call"? Someone needs to own up to situations like this and listen to your paying customer base reasonably at that moment, not after the fact. I love your policy of not charging for bags, and the low rates that you offer. I am impressed by your commitment to ontime departures, but if you need to take 2 minutes to have the Captain or Co-Captain make an assessment as to someone is truly a threat to safety based on their size, then I am willing to wait. Clearly your other employees are not consistently practicing the enforcement of this outdated and vague rule in a manner befitting your airline. Revise the rule to give more clarity, admit that Mr. Smith is not and should not be considered a safety threat due to his size, and then I will be truly impressed with your company. This is coming from a 6' 4" tall person who consistently gets his knees smashed on your airline due to the "optimization of space" that has reduced the size of your seats multiple times since your Customer of Size policy went into effect 25 years ago.
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