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Southwest Airlines Community

Not So Silent Bob

cday
Frequent Flyer C

Many of you reached out to us via Twitter last night and today regarding a situation a Customer Twittered about that occurred on a Southwest flight.  It is not our customary method of Customer Relations to be so public in how we work through these situations, but with so many people involved in the occurrence, you also should be involved in the solution. First and foremost, to Mr. Smith; we would like to echo our Tweets and again offer our heartfelt apologies to you.   We are sincerely sorry for your travel experience on Southwest Airlines. 

As soon as we saw the first Tweet from Mr. Smith, we contacted him personally to apologize for his experience and to address his concerns on both Twitter and with a personal phone call. Since the situation has received a lot of public attention, we'd like to take the opportunity to address a few of the specifics here as well.

Mr. Smith originally purchased two Southwest seats on a flight from Oakland to Burbank – as he’s been known to do when traveling on Southwest.  He decided to change his plans and board an earlier flight to Burbank, which technically means flying standby. As you may know, airlines are not able to clear standby passengers until all Customers are boarded. When the time came to board Mr. Smith, we had only a single seat available for him to occupy. We are responsible for the Safety and comfort of all Customers on the aircraft and therefore, we made a judgment call that Mr. Smith needed more than one seat to complete his flight. Our Employees explained why the decision was made, accommodated Mr. Smith on a later flight, and issued him a $100 Southwest travel voucher for his inconvenience.

You've read about these situations before. Southwest instituted our Customer of Size policy more than 25 years ago. The policy requires passengers that can not fit safely and comfortably in one seat to purchase an additional seat while traveling. This policy is not unique to Southwest Airlines and it is not a revenue generator. Most, if not all, carriers have similar policies, but unique to Southwest is the refunding of the second seat purchased (if the flight does not oversell) which is greater than any revenue made (full policy can be found here). The spirit of this policy is based solely on Customer comfort and Safety. As a Company committed to serving our Customers in Safety and comfort, we feel the definitive boundary between seats is the armrest. If a Customer cannot comfortably lower the armrest and infringes on a portion of another seat, a Customer seated adjacent would be very uncomfortable and a timely exit from the aircraft in the event of an emergency might be compromised if we allow a cramped, restricted seating arrangement.

1,758 Comments
Anonymous3762
Explorer B
lol Hope you guys like being ripped apart on Larry King Live.
Anonymous1742
Explorer C
Attention idiotic shills for Southwest who are parroting the corporate line. KEVIN SMITH DID FIT IN ONE SEAT WITH THE ARMRESTS DOWN AND THE SEATBELT WORKED JUST FINE (no need for an extender). Southwest has seized upon the fact he has sometimes bought two seats in the past- implying he was too fat for just one. He didn't buy two seats because he was fat- he usually did it because he's famous and didn't want to be bothered. Furthermore, the two people on either side of him told the flight attendant they did not have a problem with him. Here's the deal, Southwest makes more money by forcing people to buy two seats- now do you morons understand? Get your facts straight imbeciles before you start spouting off about "fattie this" and "fattie that". I hope Southwest pays a heavy price for this discrimination, which I think is nothing more than a scam to get more money out of people.
Anonymous4000
Explorer C
and companies wonder why they lose money
Anonymous794
Explorer C
The comments in this blog are proof that people have way too much time on their hands. Keep eating your Snickers and watching your soap operas as you watch yourself get fatter. Go fly another airline because I dont want to sit next to you on my next Southwest flight.
Anonymous4614
Explorer C
I despise lying marketing weenies who screwed up and are now trying to save their a$$. Your airline sucks. I have only flown on it twice and dont due to the assinine way you issue boarding passes. What a bunch of weasels.....no wonder they call you the cattle car of the skies... morons
Anonymous520
Explorer C
there is no apology for this, just promise not to let it happen again and stop making excuses. change your policies and shut the hell up SW.
Anonymous3096
Explorer C
25 year old policy? Even a Honda Civic is bigger than it was 25 years ago. Unlike Kevin Smith, everyone doesn't have the option of purchasing 2 seats - try explaining that expense request to your employer.
Anonymous520
Explorer C
there is no apology for this, just promise not to let it happen again and stop making excuses. change your policies and shut the hell up SW.
romysmom
Explorer C
Wow, How is it that this company does not have a decent PR staff to stop them from posting ridiculous non-apologies? This seems to be a southwest policy to randomly pick a fattie and humiliate them. Why are they not giving an apology for the woman from his next flight who the told was so large she needed to ask permission to overflow into the empty seat next to her? I will never fly southwest again and neither will anyone I know. Not because they don't like fatties but because it is never okay to discriminate. Everyone who this has happened to should form a class action lawsuit!
Anonymous3418
Explorer C
Kinda ridiculous. Reasons stated in so many different places as to why he should not have been Ejected. SWA is more than ridiculous for this, and for no reason will a poorly written and supported apology change this.
Anonymous523
Explorer C
The problem is with the randomness sw uses on this policy. Listen to the people complaining about the obese passengers sitting next to them that did not get kicked off the flights- why not? If this is policy why not use it every time. Before I lost weight I flew sw and was asked twice to buy an extra seat, ( I had flown at least 5 times that year without being asked) which I did - even though I was sitting with my mother. One time they then promptly sold my extra seat to a stand by and sat him in the open seat. I did not get a refund because according to SW it was my responsibility to kick the guy off the plane which was full. (seriously- read their policy on this).
hgkelley
Explorer C
As I understand the situation, Mr. Smith had already paid full price for 2 seats (for whatever reason), but agreed to relinquish his right to the extra seat in exchange for reaching his destination earlier. He then boarded the plane, stowed his luggage, seated himself, pulled down the seat dividers and fastened his non-extended safety belt, all within full view of the on-site staff members. All well and good. However, then the staff made an extraordinary decision: to embarass him publicly by demanding he stand up, remove his luggage and leave the plane immediately. There is no record of him acting disruptively, posing a real threat to other passengers' safety or comfort, or any other situation that would merit this public humiliation. Frankly, when we fly, we purchase three seats for two people, just to have the extra room for elbows, thigh bones, books, and other comforts. The standard seat is not made for the standard American person. However, knowing that I run the risk of public humiliation on your airline should I ever change flights to one that can not supply that extra seat, I see that choosing another airline is best.
hgkelley
Explorer C
As I understand the situation, Mr. Smith had already paid full price for 2 seats (for whatever reason), but agreed to relinquish his right to the extra seat in exchange for reaching his destination earlier. He then boarded the plane, stowed his luggage, seated himself, pulled down the seat dividers and fastened his non-extended safety belt, all within full view of the on-site staff members. All well and good. However, then the staff made an extraordinary decision: to embarass him publicly by demanding he stand up, remove his luggage and leave the plane immediately. There is no record of him acting disruptively, posing a real threat to other passengers' safety or comfort, or any other situation that would merit this public humiliation. Frankly, when we fly, we purchase three seats for two people, just to have the extra room for elbows, thigh bones, books, and other comforts. The standard seat is not made for the standard American person. However, knowing that I run the risk of public humiliation on your airline should I ever change flights to one that can not supply that extra seat, I see that choosing another airline is best.
Anonymous4378
Explorer C
Thank you Southwest for making our flights more comfortable and safe. My sincere apologies to all the (by choice) over weight people who think that every business and every person need to revolve around their poor health choices. It's obvious the man was never comfortable flying in one seat looking back at his history, Southwest was doing him a favor. Seems his self esteem just took a nose dive so he wants the airline to crash with him.
Anonymous4378
Explorer C
Thank you Southwest for making our flights more comfortable and safe. My sincere apologies to all the (by choice) over weight people who think that every business and every person need to revolve around their poor health choices. It's obvious the man was never comfortable flying in one seat looking back at his history, Southwest was doing him a favor. Seems his self esteem just took a nose dive so he wants the airline to crash with him.
Not_large_Kevin
Explorer C
'Too large' does not necessarily mean 'too fat'! Often it is the shoulder room that is most impacted by large folks -- not the space between the armrests. Broad shouldered ripped and fit guys often impact their neighbors in the next seat just as much as an obese person. Perhaps offering credit or adjustment to those of us who have to sit next to such 'too large' people is the strategy. Ask for volunteers to receive some credit for sitting next to a large person (safety considerations trump all of this of course) -- then everyone is happy, no one has to get off the airplane, and we can all feel free to move about the country.
SoCalMan
Explorer C
So, all SWA plane seats are the same. He has had no issues flying SWA before in a single seat (note the first mention he purchased two seats was made by SWA to erroneously prove a point, which seems to be an invasion of privacy). By his own admission, he is overweight BUT he fits fine into one seat using SWA's criteria. And the cocky PR hack (as evidenced by the title of this blog) had her night at the bar disrupted (as evidenced by her use of foursquare on her personal Twitter account), so instead of a heartfelt "Yes, we made a mistake" apology, she avoids the core issues here. First, the captain did not make the call, but someone else did. That seems evident by the story. With that, the airline industry as a whole has made mockery of "customer service", as if ANY passenger complains, they will threaten them with arrest. Finally, as evidenced by the female passenger sitting in the same row as Mr. Smith on the second flight, Southwest Airlines employees need to do a better job at approaching people they feel are arbitrarily overweight. If you are unable to flag them at cubrside check-in, or ticket counter, or at the gate, pulling them off the plane is humiliating. Especially when it is done by an overweight obnoxious gate agent or stewardess.
Anonymous4328
Explorer C
I wish you would not have apologized, Kevin Smith is a jerk and I have dreaded sitting next to overweight passengers in the past.
Anonymous3957
Explorer C
i have recently purchased tickets for a flight in April and now i'm afraid that i will not be able to fly with my kids... Kevin Smith was able to buckle his seatbelt and put his armrests down with no problem and no extender- so it should have been a non-issue.
Ben3
Explorer C
Johny Watt: You say you support Southwest following their written policies. I do too. However, in this case, it appears they did not. Kevin Smith fit between the lowered armrests. According to Southwest's written policy, he didn't need another seat.
Anonymous3829
Explorer C
This company is a joke when it comes to customer service. In 2006, I was on a trip away from home in New Orleans when Katrina came on shore. Each day, as I paid another night in my hotel in Arizona, I called their customer service line only to be told that the airport would be open the next day. And then the next day. And then the next day. Meanwhile, I could see on tv that the airport had become a hospital and wasn't opening any time soon. I finally asked if I could simply fly to my brother in Pennsylvania to stop the hemoraghing of money from staying in the hotel. Southwest refused to do so without me paying the extraordinarily high price for a new last minute ticket. The only thing they would do for free was fly me to Houston (5 hours from home) or Jackson, MS (2.5 hours from home). No rental companies would rent cars going into South Louisiana, gas stations were at a shortage of gas so noone would have been able to pick me up - it was a war zone down there. I wound up paying the difference to fly to Pa and then paying again two weeks later to get home on another airline. When I wrote a letter to Southwest to complain, they actually - and I swear to God I am not exagerating - sent a letter back where the customer service woman told me how horrible Katrina was and she had had similar experiences with bad things happening - she actually told me her 'story' too. Oh, and then ended with essentially - 'yea, life sucks. Too bad. You're not getting your money back.' I have never flown Southwest since. Why am I typing all this in a seemingly unrelated topic? Well, this response to Kevin Smith reeks of this appalling customer service angle that I experienced. So for all of you who are focused on the 'fat' aspect, try to get beyond your stereotypes and predjudices and truly hold this company accountable for treating people - all people - fairly and consistently and ethically.
Mikeeeee
Explorer C
I see a lot of comments from people that had no dates on Valentine's Day. Who cares? I'm fat, I have a skinny woman, therefore I take up some of her space (insert dirty joke here). Kevin's a funny guy, love his movies. Southwest is great, cheap, fun to fly most of the time. Let's put the two together. I want to see a commercial with SWA and Kevin Smith having it out before a fight... on the Superbowl next year. Insults should fly, fat jokes, drunk pilots/loose flight attendent jokes, etc. It has the makings of the best PR turn-around, EVER. Kevin should direct and write it. Actually, it should be a Jay and Silent Bob commercial for SWA. Jay should deliver all the one liners insulting everyone, the attendents and Bob. It should be a "bad dream" where Jay is in drag half the time as the FA and a passenger flying with tubby, I mean Bob. dig it.
Anonymous3207
Explorer C
If your crappy airline didn't try to cram so many people on a flight, this wouldn't be a problem. Instead, you thing everyone should fit in seats designed for starving models. I for one won't fly your airline again after the way you treated Mr. Smith.
Miss_Jenny
Explorer C
I am some-what over weight myself, but do fit in the seat with the armrest down. I travel ALOT on business, and did actually fly very often with Southwest, but after this I will NEVER fly Southwest again!! Southwest, say good bye to my $$$!!
Anonymous3255
Explorer C
This is not an apology in any way shape or form! 'I'm sorry that you got upset' is not an apology, and that's exactly what you're saying here - that it's his problem he's pissed off, not that you messed up and did something to piss him off. He has every right to be upset about the way he was treated. Your customer service is appalliing and thatis incedent has only strengthened my resolve to NEVER give your company ANY of my hard earned money. If a person fits between the arm rests and can buckle the seatbelt without an extender - which Kevin Smith can - they should not be humiliated in front of the rest of the passengers on the plane by being forced to de-plane. It doesn't matter if he had origianlly purchased two tickets, and the fact that he did should not be used in a CYA/face saving attempt on the part of your company. It's nobody's business how many tickets he'd purchased - or that this is something he regularly does, and you have no right to disclose such information. What you're insinuating here is that buying two tickets is an 'admission of girth' and therefore no one who's ever bought 2 tickets can then be seated in a single seat - it's not. If I could afford it, I'd buy not only the seats in my row so I don't have to sit with strangers, but the rows in front and behind me, to avoid having the back of my seat kicked and having the headrests of the seats in front of me in my face because your planes are so cramped
I_just_shed_a_t
Explorer C
Honestly, this is the typical "fat person" reaction/response to everything. Fat people always have an excuse for why they're fat, instead of just admitting that they lack the basic discipline to eat less/more healthily and exercise. Sorry buddy, maybe instead of spending all this time complaining, you should do yourself a favor, take a jog around the block, and lose some weight. That way, you will save money on the extra ticket, as well as avoid an early death. Seriously, choose to make this a positive moment instead of a negative one. *All you bleeding heart "fat people" sympathizers can go ahead and ridicule me. However, obesity is a pitiful epidemic in this country, and maybe it's time we stop being so understanding of something that can be so easily cured with some basic discipline.
Anonymous2552
Explorer C
I utterly agree with SouthWest's position! Let us be honest about this situation, even beyond the issue of what is safe, nobody would want to sit next to somebody who, because of their weight, infringes upon their seat. SouthWest, as a private company, has every right to make such determinations... The bottom line is this: if you're too fat, then yes, you're going to need Two seats. It is not fair that just because you're fat, that other people sat next to you should be made to feel uncomfortable. Go SouthWest 🙂
AndI_mNotEvenFa
Explorer C
Next you brainiacs will be weighing everyone before the flight and charging by the lb.
Emmett_Digger
Explorer C
It's just just overweight people who take up too much space on airplanes. I've been seated next to men who decide they're going to claim the arm rests and sprawl their knees and elbows into my tiny little seat. I've sat next to parents who rather than pay for a seat for their child, sit a wiggling, screaming 3 year old on their lap whose coloring books and juice boxes inevitably end up in my space. At least overweight folks are apologetic for getting into someone else's space. Maybe there should be a rule that ANYONE who infringes on another passengers space be booted off the plane. I know I'd rather sit next to Kevin Smith than some oblivious jerk reading The Times who thinks he owns the whole row. SW sucks.
John_Westra
Explorer C
I'm waiting for President Obama to jump in and moderate this dispute. Maybe he can arrange a confab at the White House and fly Kevin in on Air Force One. I hear they have really wide and comfortable seats! One he arrives, Mr. Obama can arrange for a politically correct lunch, complete with Big Macs, Pepsi and Ding Dongs (Harry Reid & Nancy Pelosi). In honor of "Fat Tuesday" they can issue a call for legislation to protect "people of size" from the evils of the free market and public safety!
Pissed
Explorer C
This airline is getting to big for it's own britches. I've decided years ago never to fly with them. I don't want to feel like cattle when I board the plane and their customer service is terrible. They have such a big market share and this must be the reason why they are so cocky. I will stick with other airlines. Never had a problem on Airtran and guess what / I get a seat #. Boycott time
Baylink
Explorer C
I'm sorry; I missed the obvious #15, for the thin people in our audience: 15) You'll pay for the whole seat... but you'll only use the edge!
Anonymous3879
Explorer C
Simply because your company has indulged in 25 years of discrimination doesn't justify your position. Your policy is offensive and as such your company will never receive any of my hard earned dollars.
Anonymous2576
Explorer C
this is really gross. i'm done with southwest.
Jeff_Tarbell
Explorer C
I wanted to compliment SWA for their policy which is aimed at only one thing: the comfort of most of their passengers. I certainly wouldn't want to be playing rub-a-thigh with someone for a few hours on an airline flight. The experience in coach is uncomfortable enough as it is. After reading some of these comments, it seems like it's OK to be fat and make other people uncomfortable if, a. You're famous, b. You're a famous loudmouth, or c. You think the world revolves around you, or any combination thereof. I'm sorry Mr. Hollywood felt put out, but if he really needs two seats for anyone next to him to feel comfortable and two seats weren't available, then he simply can't make the flight. As far as I can see, Southwest Airlines is looking out of MY COMFORT, and I appreciate that fact and will continue to fly them in the future...
Anonymous3435
Explorer C
Since Kevin Smith's armrests were able to be lowered comfortably and he did not need a seat extender, he passed Southwest's Customer of Size policy. Obviously, someone wanted his seat on the prior flight and that is why he was ejected. I am sure that that particular seat was filled as soon as he was escorted off of the plane. Southwest, you suck, make this right . I will not be flying you anytime soon, either. As for you paid P.R. corporate shills, I would be very surprised at anyone who sticks up for SWA. Your Customer of Size policy should be uniformly enforced across the board and not left randomly for flight attendants to pick and choose.
Anonymous4605
Explorer C
Southwest was rude to me a few years ago when I was having trouble buckling my seatbelt. (I later realized I had it backward.) The flight attendant told me in a not very private tone that I obviously needed a seatbelt extender. Her comment -- with a laugh-- was "I just call 'em like I see 'em." I was totally humiliated. I also began to take notice of the size of other airlines seats and realized that SW seems to have the smallest seats in the airline industry. Also, if being able to lower the armrests is the definitive factor, then why is the subject of purchasing two seats even being discussed with people who have them lowered? Why was that woman Kevin Smith sat beside taken out to be put on notice if her armrests were lowered? And why was the man who was obviously way more overweight than Smith not taken off the plane? I will NEVER again put myself in a position to be humiliated by SW.
Anonymous2449
Explorer C
10 to 1 says the majority of the people upset about this are overweight. Look at the picture of him...his shoulder is clearly into the seat next to him.
Anonymous2605
Explorer C
Have you seen the picture Mr. Smith took of himself in his seat on the plane (the one with his cheeks puffed out)? Though it doesn't show his waist with the armrest down, it definitely shows his upper body encroaching into the seat next to him. I've had to sit next to people that size before on other airlines - NOT comfortable at all - and I think we should hear the side of the customer(s) sitting next to him on the flight. I appreciate Southwest's policies for my safety and comfort and will continue to fly SWA!
Victory_Records
Explorer C
South West Airlines SUCKS. I had a very similar experience as well. I PROVED to them that the armrests came down VERY comfortably AND my fat rolls didn't roll underneath the armrest. They still made me purchase 2 tickets. I'm glad they made the mistake of kicking off a celebrity. Now SouthWest can feel our wrath.
Anonymous1784
Explorer C
I think the major point of all this is being missed. The seats as a whole are too small and too close together. We've all become accustomed to being packed like sardines, and don't comment on the fact that the airlines, SWA included, have made seating too small. I'm not overweight, but because of weightlifting have about a 28" span from shoulder to shoulder. These tiny 17" seats are inexcusably small, and the airlines know it. To fix this, SWA should make a more generous apology to Kevin Smith, and promise to all customers that they'll expand the size of their seats.
Anonymous1209
Explorer C
Wow, Southwest. I was going to start using your airline again in the next few months, but this has completely changed my mind. I'm fat myself, but I can fit in one seat. If this can happen to Kevin, this could happen to me and I wouldn't deal with it as gracefully as he did.
Anonymous1307
Explorer C
If you're going to charge someone for an extra seat because of a few extra pounds, or assume they bought two seats when they fit in one - then you should be charging my skinny, tiny ass half price since I don't take up a full seat anyway. You can always use the difference to compensate the larger person you're gouging. Or you can, you know, shove the difference up your asses.
Sick_of_been_ni
Explorer C
Sorry! But I think the airline did fine. Not because overweight people do not deserve to fly, but they cost us lot of money. If you think we have to feel sorry because you are overweight, no, feel sorry your self, start a work out plan and diet, get healthy. I do not advocate to get sick skinny, is not good ether, is just get a weight you can manage, you can feel healthy and keep it. And, as Mr Smith said, SW was messing with the "wrong sedentary processed-foods eater!", then get out of your lazy chair, move your body and loose some weight and save your self the embarrassment of been kicked out of an airplane or any other public place. We are sick of overweight people walking around the hall on the airplanes and keep knocking on our shoulder with your big fat butt and be polite and smile meanwhile we think, dang, can you loose some of that weight. And two tickets, meaning using to sits, should not be allowed for been use for one person than do not fit in one, is not my fault you are fat, I want to have my sit and do no want to wait for another plane, just because you are using two sits; and if you use one, and you are overweight, do not apologize for use a bit of mine, get out the plane and my sight and let me fly as comfortable as I can.
Anonymous4114
Explorer C
Whose idea was it to post this horrible blog entry? Shame on you Southwest. And to everyone who is going on about how awful fat people are, they are not helping your cause either Southwest. Crappy PR job all around Southwest.
Julia6
Explorer C
When will airlines get that it's not about weight, it's about body proportions...whether it's a tall person or someone who has wide hips or those with large, athletic physiques. Not all seats fit all, nor does it necessarily mean that they are a "fatty." If you want to have one-size-fits-most seating, you can't penalize the people in society who don't fit that guestimate. When will you offer seating for those outside the norm--so that the "normal" folks can stop their bitching about the disgusting and ignorant stereotypes of fat people?!
Anonymous1307
Explorer C
If you're going to charge someone for an extra seat because of a few extra pounds, or assume they bought two seats when they fit in one - then you should be charging my skinny, tiny ass half price since I don't take up a full seat anyway. You can always use the difference to compensate the larger person you're gouging. Or you can, you know, shove the difference up your asses.
Anonymous3185
Explorer C
Bravo Southwest. It's about time you made a stand as there is nothing worse than getting seated by someone who cannot fit in a seat. If I pay for a full seat, I shouldn't be left with 1/2 just as if someone pays for only one seat, they should not be allowed to take up 1 1/2. If Kevin Smith spent as much time on the treadmill as he did complaining about a problem that he caused by being fat, this wouldn't be an issue.
Rob11
Explorer C
I am REAL PROUD of Southwest Airlines--I wish that ALL passenger Airlines would do the same---I may not fly often, but when I do, I want all the space that I pay for!!!! For those who may not understand--When I buy an airline ticket I am renting a certain amount of space on that airplane, and at the same time I am paying for service from flight attendants. If there is some OVERSIZE person next to me he/she is TRESPASSING on my rented property. YOU GO SOUTHWEST AIRLINES--and you should not have to say I am sorry nor should you offer these people any vouchers for inconvenience, it is not you problem that they are FAT.
Anonymous3581
Explorer C
SW Airlines - I support your policy 100%. If you give away a seat to Smith for nothing that you could have sold, who makes up the lost revenue for you? The other passengers of course. I don't want to pay extra so another can have 2 seats for the same price I paid for my single seat. We all know we pay more to our wireless carrier the more minutes we use, or more for the jumbo size meal at a restaurant, why would this be different? HINT: it's not. SW is in business to make money, not as a public service.