Wow, I've been a Southwest customer for years, and this is downright troubling. At the very least you have SW employees blatantly lying to paying customers, on more than one occaision.
The apology seems self serving at best, and a simple attempt to cover their own butts. All I can do is promise never to fly Southwest again, which might cost me a few more bucks due to baggage fees, but it's well worth it.
Anyone who hasn't listened to Kevin Smith's podcast regarding this matter should do so in stead of just relying on the PR missives from Southwest. Regardless of how they treated Mr. Smith, it's very sad they the way they treated his fellow female passenger on his final flight home. For this reason alone I'll never give SW my money again.
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