I had the chance this afternoon to speak directly with director Kevin Smith. I let him know that in my 18 years here at Southwest, I have never dealt with a situation like what has been unfolding in the last 48 hours. I let Kevin know we have refunded his airfare. I told him we made a mistake in trying to board him as a standby passenger and then remove him. And I told him we were sorry.
Now, 48 hours later, after talking to many involved, we know there were several things going on that day and that our Employees were doing their best to get his flight out safely and on time, including finding seats for everyone and trying to accommodate standby passengers. The Captain did not single Kevin out to be removed, but he did ask that the boarding be completed quickly. At that time, our Employees made the decision to remove Kevin after a quick judgment call that he might have needed more than one seat for his comfort and those seated next to him.
Although I’m not here to debate the decision our Employees made, I can tell you that I for one have learned a lot today. The communication among our Employees was not as sharp as it should have been and, it’s apparent that Southwest could have handled this situation differently. Thanks, Kevin, for your passion around this topic. You were a reasonable guy during our conversation.
Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft. The policy is an important one for the comfort and safety of all passengers aboard a plane, and we stand by that 25-year-old policy. This has our attention, and we will be reviewing how and when this delicate policy is implemented.
Comments
Thanks, I've sat next to seem really fat people on airlines. I appreciate you enforcing this for us all! If anything, I think most people should be required to run a mile in under 15 minutes to fly southwest. Can we get this imposed?
As an customer of Southwest and a 'larger' (fat) person, I can honestly say what little dignity I have left (once you factor in being a fat guy), is worth much more than $100 voucher, or buying two tickets out of fear of being booted.
While this may be a 25 year old policy, clearly its enforcement is capricious and Southwests' attempt to downplay this to ensure that fat folks won't cause trouble in the future is such a CYA move that its just insulting.
You've lost me as a customer, not because you've got rude employees but because of the 'It's not our fault it's his' PR attempt. Transparent and insulting.
I can understand how you feel. Just because we are a little over weight we can't be insulting other people. People can't help the way how they look. We should be respectful among others.
When I pay for a seat I should not be infringed upon. Southwest should be commended for what they have done to lower the cost of flying and the positive impact they have on local economies. All of you whiners can fly on the other carriers that charge to check your bags, maybe they'll get creative and start charging passengers based on weight just like cargo. You are consuming more fuel.
If I'm not mistaken Southwest will refund the second seat if the flight is not at full capacity and Mr Smith had two seats on another flight. What is the problem Mr. Smith knows the rules. What other carrier refunds your money? I have experienced flying on numerous carriers and no one else wil give you a refund if the price of the seat declines with the exception of Southwest. I guess I will have more elbow room on my next flight on the best airline in the industry.
HATS OFF SOUTHWEST
I applaud Southwest for continuing to demonstrate humility and grace, and willingness to demonstrate to learn from every situation.
that's kind of a half-@$$ed apology Linda...
I applaud Southwest for continuing to demonstrate humility and grace, and willingness to learn from every situation.
Hearing both sides of the story, its good to know SWA is doing all they can. I know traveling is frustrating, but it takes understanding and communication, and SWA has done a great job of it.
Your attempt at saving face SUCKS. I will never fly with Southwest again.
That's fine if you have ur policy regarding overweight passengers.........BUT, this should be addressed WHEN the customer checks in!! NOT when the customer is already on the plane! This is the main reason that I will not fly with Southwest Airlines..
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