I'm not surprised by this apology that isn't. When your employees screw up, and you take responsibility to make things right, it casts a positive light on your brand. But, when you use PR speak, and never admit to the actual wrong, the public is generally left with the same impression I've had of SWA all along. Substandard airline, just concerned with undercutting everyone else to make a buck. I've flown SWA before, and the old, dirty airplanes, inconsiderate employees, and general lack of comfort (for a small-to-average sized woman) caused me to vow to never fly your airline again. My bags fly free? Nice sales pitch, but if I can't ride in the same comfort as my bags, I'll stick with a bigger, and better airline.
On second thought, if you will create a policy (and enforce it) to discriminate against People Who Smell, including People Who Wear Cologne, People with Bratty Children, Bratty Children themselves, People Who Won't Shut Up, People Who Don't Understand Personal Space, People Who Kick the Back of Seats, People Who Use Up All The Overhead Bin Space, People Who Hog the Armrest, People Who Chew Gum Loudly, People Who Bug You to Change Seats When You Requested the Aisle and Don't want to give it up, People Who Tell You Their Life Story, People Who Ask Inappropriate Questions, People Who Snore, People Who have conversations with people in another row or across the aisle, including People Who Just Talk Too Loud, People Who Obviously Have a Cold and Not Allergies, and other people who annoy the heck out of the rest of us, I may just reconsider.
Nope. I take that back. I don't give money to People Who Are Bigots. I"ll be traveling the other airlines with People Who Care About Fairness.
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