02-15-2010
11:40 PM
Shame on you, Southwest!
I used to fly SW all the time and did everything I could to get my friends and family to use your airline. I've flown alone and with my child, and always appreciated the pre-boarding and non-assigned seats so that we could set ourselves up and allow other passengers to choose seats that weren't right on top of us.
While I do appreciate your policy for customers of size, I'm appalled by the way you've carried this out. I do agree that if a customer is too big to fit comfortably in the seat, he or she should either have to buy a larger seat (perhaps each plane should have a certain number of oversized seats) or buy another fare. However, clearly your staff needs sensitivity training. You seem to forget that although you are an airline, you are also part of the *customer service* industry. How dare you treat paying customers like this? Would it really hurt you to eat a piece of humble pie and admit that you were wrong? Kevin Smith, a "man of size" passed your size tests. The latest apology was a nice start, Linda, but I would be furious if I, or a member of my family was treated in such a way.
I am a very small female who thoroughly enjoys her personal space, but I agree with the former poster who said we need to get over ourselves long enough to take a flight. I don't mind sharing an armrest with a fellow passenger.
Southwest, you've lost my business and my family's as well. I'll reconsider if you gain some empathy and learn to treat your customers with respect.
... View more
