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
With so many other options out there, I'll gladly pay the extra $30 for a good carrier such as Delta or American. They have always treated me with nothing but class and professionalism.
I agree that there are other types of passengers that are bigger problems, but that goes with flying in a plane or taking any public transportation in general. I have a feeling that some of you would sit in a bus seat while an old woman is standing...saying "I bought this seat"...give me a break.
I have dealt with drunk passengers telling me about their divorce for 3 hours, the worst smells imaginable, kicking kids, passengers sleeping on my shoulder, people talking to people 2 rows away all flight and so on. All of that was 100 times worse than an overweight passenger who knew they were overweight and tried to make the best of it. If anything, I feel bad because they are so uncomfortable and their primary concern is that I am ok.
I'm gonna go ahead and say that, I'm not a big person but I totally disagree with what SW has done. I have NEVER been a big guy actually. I have sat on planes next to people who are bigger but it never really bothered me unless they have bad hygiene. In fact I want to ask that question.. What about people who have serious BO issues do they get kicked off the plane if I complain about that?
Honestly this is just another way for airlines to charge more money EVEN if they do refund the money which from what I have heard is not always the case.
Either way... you should have put your money where your mouth was. He asked for you guys to bring that same row of seats to the daily show so that he could PROVE to the public that he INDEED fit in the plane seat. He also said that if he couldnt fit into the seat that he would donate 10K to the charity of your choosing and if he DID fit into the seat he wanted 2 things 1 for you to admit you lied and 2. He wanted a change in the policy. Funny you guys never responded back. LAME.
I have to fly Southwest this evening and I am scared to death that your employees are going to make me prove AGAIN that I CAN fit into a seat with the armrests down. I just went through this a month ago.
I will wear jeans instead of a dress so the attendants can see my body better. How embarrassing!
If money were no object I would fly on another airline, but as it is, this is the least expensive way to get from Oakland to Burbank.
Since I was so sincerely embarrassed I wrote a letter. Southwest did respond.
I have actually been in therapy over this issue.
While Southwest has a right to enforce their policies, the way that it is done -- at the gate -- gives the customer no time to consider their options and it makes the business transaction of having to possibly buy another seat illegal because it puts the customer in a situation of duress.
People need to be identified as needing 2 seats at check in, not at the gate.
I find it really interesting the negative insulting remarks regarding people of larger size on this site. If Charles Barkley boarded a plane, would he fit comfortably in the seats provided. I seriously doubt the comments I have read would be repeated to him. This issue regards not only overweight people, but people who are larger period. I am not of normal size and it is a constant struggle. I have been treated very kind by other airlines such as Delta and I choose to pay a higher cost for better customer service.
I can't stand sitting next to some fatass that has so many rolls that they overhang the armrests. So they can put the armrests down? BFD.
Kevin Smith needs to lose some serious weight and regain his dignity.
This is how it comes across, from a brand perception perspective....discrimination, bad decision, public airing of bad decision, back peddling, apology too late, damage to brand, revenue loss.
I personally hate long haul flights with screaming babies and snoring people, but I don't expect you to kick them off the plane (if I wanted that, I'd hire a private plane). Standard class is like taking the bus, you want the cheap flights, you put up with fat people, snorers, smelly folks and screaming babies. And your staff treat them all equally. Is that so difficult? Your company needs to grow up. I'll fly Continental until then, thanks.
Your airline is free to have and enforce its policies . . . and I am free not to pay you my hard-earned money to be insulted and discriminated against. I will never fly on your airline.
Thank you for saying that you were sorry. I think it should have been said MUCH earlier, but better late than never. But saying, "This has our attention, and we will be reviewing how and when this delicate policy is implemented." seems like a vague, empty promise.
How about all the passengers who are not famous like Kevin Smith but have had to deal with this random policy? What about the woman he sat next to on his return flight?
What are you doing to apologize to the rest of the public? What concrete steps are you taking
when did it become ok to talk bad about fat people? would you all not want to sit next to someone because they are black? or mexican? or asian? most of you would say that it wouldnt bother you, well guess what discrimination is discrimination, it doesnt matter if its only because of being fat, its still discrimination, your no better than than slave owners who hated people because they are a different color, or no better than people who hate people because of there religious beliefs, grow up people! and for all of you who say " for us normal people"
are dead wrong, obese and overweight americans now outnumber "healthy weight" people in the unites states, 2 out of every 3 people are overweight, so skinny is not normal, fat is normal, so get it through your discriminatory heads!! at least get your facts straight!
Way to go Kevin. I was never a fan before but my son is and brought this to my attention. I am a fan NOW!
Not all fat people have unhealthy eating habits. What can be done when I have to sit next to a smoker or someone that smells like a bar? Perhaps SWA might want to train the employees at check in to look for passengers that might make the flight uncomfortable for all. If start refusing anyone that might make the ride uncomfortable when do we stop? I think I would rather sit next to someone overweight then a screaming baby that is kicking me? I know it’s not the baby's fault but we should not be so quick to judge someone regardless of their situation. Some of you people are really mean and need to grow up; I bet airlines do this all the time it’s just that they picked on someone with a public voice. I plan to research those airlines without this policy not because I might need two seats but I know friends and family that might be affect by this policy and I do not want them to go through this embarrassment. If anyone knows of any airline without this policy, please let me know.
Thanks