Generally I am a big fan of Southwest, but in this case, SW should have just apologized. First and foremost -the letter of the law is often different than the spirit of the law. I have seen many people carry a preboard on airlines, and get two friends to walk in with them, because they can. In this case, what harm was it to seat an 83-year-old grandmother? Did they perhaps feel legally okay? I hope so, but it appears to be mean-spirited to me, and that is something I have never seen Southwest do, well nearly never. There was that one time... The family being refused to board with small children and an elder? Come on SW- just suck it up and admit an error and move on. The official statement gives you a blacker eye than you had to begin with.
... View more