You've just burned all the goodwill you'd built up the last ten years of flying Southwest. It's clear that your old slogan, "You are now free to move about the country," should have read, "You are now free to move about the country, but not you, fatty. Even if you do pass our test, you can find somewhere else to fly, because we said so."
Your PR response is simply not enough. I honestly can't imagine a response that you could make at this time, but you let that flight crew and that pilot know that they have failed immensely in delivering quality service.
Mr. Smith didn't infringe on anyone's seat, Joe W, he stated that the armrests went down completely, and his two seatmates had no problem with him flying in his seat, which would satisfy the CoS Policy.
It's very unfortunate that Southwest's fair policy was capriciously applied (and, more than once, judging from all the stories that are coming out now).
I look forward to finding a new airline to take me places.
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