That's not an apology, that's just you trying to cover up your mistake. You still haven't brought up the fact that Kevin Smith is NOT too big for your policy. If the person fits within the seat without problem (as in they're able to put down their armrests), you don't have any right to harass him.
You really just have to admit your huge mistake and take full responsibility, and not keep hiding behind your trusted "25-year policy" (which didn't even come into play here, since he fit into your seats!). Fire or demote the people responsible for this appalling error in judgement, and change the way you treat your customers.
Oh, and you said you hadn't experienced this kind of thing in your 18 years of service. Nice to see that you have no qualms about lying. It happened again (although not to the same extent) not two hours later with another heavy-set person! So stop lying, everyone can see through it.
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