The problem is that this isn't an issue of policy. The policy makes perfect sense, even if it is a little dated and it may be time to adjust seat size with the growing size of the average American. The problem is that Kevin Smith was not in violation of your policy. He was able to put down his armrests, therefore he fit, if snugly, into the space he paid for. The title of the post is "My Conversation with Kevin Smith" so why didn't you TALK about said conversation. The one where you apologized about the employee's poor judgement and that they straight up lied to Mr. Smith about being booted for his size. It would have made much more sense for your employees to boot him because their decision to let somebody in on standby was made before they were actually certain they could. But instead your employees covered up their mistake by telling a man of larger stature that he was a safety hazard, despite being able to put down his armrests, as is your policy.
... View more