This is what Southwest should have used as their public statement. How about this Southwest? "We here at Southwest are committed to ensuring that all passengers are comfortable flying with us. However, in this capacity it is very difficult to keep everyone happy. In our effort to address a concern raised by one of our passengers, we did the best we could to address the issue fairly. We sincerely apologize for any embarrassment our personnel might have caused in the handling of this issue and intend to review our policies to further assist our personnel in making fair decisions based upon widely accepted standards and not solely on the opinion of a single passenger." Recommendation - hire better public relations people This statement might have saved you in the Civil suit but now you are vulnerable.
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