You title the blog post with a smug, smarmy tone and expect this apology to be taken as sincere? I can't comprehend the logic.
Southwest has really disappointed with the treatment of Mr. Smith on the plane. Apology's fall on deaf ears in this particular situation, since this policy was obviously unclear to employees and passengers alike.
Your policy needs to be all there, in black and white and clear as crystal.
You get nothing, you lose, Good Day Sirs!
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