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
Lets hope airlines don't ban A$$holes.. because sir you clearly are one. What is fat sir? because clearly SW doesn't have a clear policy or makes it up as they go and then lies about who or how it's applied. 200lbs, 250lb, 280lbs what is your measure sir? How thin must we be in your eyes to rate the privilege of sharing your air space? 2 out of 3 americans are over weight sir, so soon you'll have that private jet you always wanted. The tickets will be a little expensive for you and your wife but at least you wont be repulsed.
A$$hole's Quote >>>>
So happy an airline is looking after the "normal" sized customer instead of pandering to the FAT folks. I get so tired of having to squeeze in to my seat because 1 or heaven forbid 2 fatso's are in the same row as me or my wife. Way to go SWA! I truly appreciate your efforts to make us more comfortable. Seems these fat people don't realize that normal people don't want to rub shoulders and / or other body parts with didgusting fat people who don't care about themselves let alone other people. It was great when airlines banned smokers.....maybe it's time to banned FAT PEOPLE!!!
Anonymous — Fri, 02/19/2010 - 14:37 <<<<
To Linda who provided a flimsy excuse in support of the Southwest employees who removed Kevin Smith from his seat when he was already buckled in and ready for takeoff... and to the other people in support of that decision because they wouldn't enjoy sitting next to Kevin because they agree that "... he might have needed more than one seat for his comfort and those seated next to him.", why not apply your same logic to preserve the comfort of everyone on board (each passenger and those around them) in a broader manner?
Have the flight staff remove all crying babies... they are clearly uncomfortable and I can assure you that not only is every one seated next to them uncomfortable but so are most of the other passengers on the plane.
Also, toss off people with bad colds who are coughing and sneezing all over everyone and everything. They are obviously uncomfortable and so is everyone else who would prefer not to catch their cold.
Haul out people over 6.3" sitting in coach. Their knees are shoved into the back of the seat in front of them and I can pretty much guarantee that they are uncomfortable and so is the person in front of them.
It's not hard to come up with long list of very real and tangible things that make some passengers uncomfortable with other passengers sitting around them... physically, emotionally or psychologically. I'm not sure that any of them justifies embarrassing a passenger already allowed on the plane, sitting in their seat, buckled up and ready for take off to be asked to leave.
In the end though, people vote with their money. If you approve of what transpired, fly with Southwest often. They will love your support. If you don't approve, fly with other carriers. Southwest won't love that so much. You get a choice. Exercise it in a thoughtful manner.
25 years ago the seats were 50% wider! You knew that when you made the comment. You strike me as a reasonable blogger untill that point... Then like a corperate shill
My husband and I are both over six feet tall. We're both broad shouldered and I'll admit it, I carry a few too many pounds. It's hard for tall people to sit in the seats on your airplanes.
If there was an emergency, it wouldn't be my weight that kept me from getting out of the seat, it would be my legs trapped against the seat in front of me.
Size is an issue for safety, yes. But so is disability status and age. And size is not just weight or width, it's height as well. I'll believe your policy is about safty and comfort when you kick someone off a plane for being too tall or for being too old and/or young.
If comfort is your goal, please tell the guy that sat next to me on my last flight that opening a can of tuna (yup- really happened) is not appropriate on an airline flight. Tell the girl who wore too much perfume and the couple that brought their yappy dog on the plane that they need to make other arrangements.
And maybe you should have "baby and child free" flights so those of us who don't have kids and don't want to be trapped in a tin can with a bunch of screaming ones for seven hours can travel in peace.
Maybe the answer is to offer more space on your flights. Give people more room when they tilt their seats back, when they need to stretch and when they need more leg room because they just have more leg. And maybe, to stop all this apparent arm rest warfare, make each seat with it's own armrest so no one has to share.
I don't like your airline because of the service and the method of boarding and seating passengers. I have had nothing but bad experiences with your company over the years and this just makes me certain that the decision to bring all our business to Northwest and United was a smart one. When Northwest is a better option, you know your company is in trouble.
Please reevaluate your policy. Yes, you've had it for 25 years. But slavery was on the books for that long. Segregation of schools and the military lasted that long and longer. The crusades lasted for much longer than 25 years and no one will argue that they were a good idea. Length of time you've had a policy does not make it a good one.
Ok, this person said it best!
"I'm a big believer in the concept of "owning" my seat while I fly. I bought that seat; the whole seat is mine for the duration of the flight. And when I'm seated next to someone who doesn't fit within their seat, they are using more space than what they paid for. In fact, they're using the space *I* paid for. How is that okay? How is that comfortable for anyone involved? If you need more room than one seat can provide, you should have to purchase it - unless, of course, the flight's not full. By all means, take up part of an empty seat, just not one that I'm sitting in.
High five, Southwest. Sometimes the right thing to do is the hardest. 'Large' people might be loud, but we average-sized people can be loud too. I'm behind you 100%."
I too have been stuck next to a large person that was trespassing on my side of the armrest. And once I wasn't able to recline my seat because the guy in the seat behind me was so 'large' that he couldn't put the tray down if my seat back was reclined.
SOUTHWEST ROCKS! Stick to your guns! We love you!
As an airline employee I must say that dealing with this issue is the hardest part of the job. For those who have never been put in that situation you really have no room to respond to the issue. Each passanger is different and all people carry their weight differently which makes it even harder to approach when needed. We all do our best and are as sympathetic as we can be in such a sensitive situation. Before commenting on this I highly suggest reading the policy when it comes to this issue because Southwest unlike many other airlines is highly accomadating when it comes to refunds for the second seat.
It pains me to see all the negative comments about a great airline. You guys must be kidding me - either that, or you don't fly very much. All of you that say "I'm never flying SW again" - see Ya on a SW flight soon... Either that or you have enough money to waste on other airlines seats that are the same size - and who have worse service. The guy was in the WRONG by posting this deal all over the world - and making the story completely one-sided against SW. I suppose all of you making disparaging comments toward SW and it's so-called "discrimination against fat people" would be completely fine sitting in between two people of Kevin Smiths size for a 4 hour flight? REALLY???? I applaud SW for HAVING a "C.O.S. policy", and enforcing it. I don't want to have someones fat oozing over the armrests and rubbing against me for 3 or 4 hours. Yes - maybe he got the armrests down - but then again - I have seen 350lb people in 38 waist pants too. The part ABOVE the armrest is the problem. I pay the same price for my 17" of seat as anyone else. I am entitled to have that 17" of space without having someone else blubbering over into it. If you can't deal with that - then too bad. Lose some damn weight or don't fly! Your "right to be fat" does not mean you can encroach on MY right to the seat space I PAID FOR.
For those of you who say "make the seats bigger" - how about YOU fork out the hundreds of millions of dollars that SW would lose in one year from doing that. They are a business, just like your employer or yourself. They have to maximize profits while keeping the cost low, just like everyone else. They should not have to suffer or lose money just because some big-shot hollywood guy like Kevin thinks he can slander them all over the media just because they feel they got "slighted". Screw him. I am more pissed off that SW even BOTHERED to apologize to that idiot. They should be SUING him for slander and false accusations.
Thank GOD there is a company like SOUTHWEST that actually CARES about people being encroached upon by overweight people that think they have the right to ruin everyone elses flight. Maybe there will be LESS fat people flying SW now - all the better for the rest of us!
If he did not need a seat belt extender,, then it means (from my personal experience) that his waist size is under 52" (on the older planes0 or under 50" (on the newer ones).
That in no way should interfere with others or with exit.
I believe your policy is unfir as it does not address other body types that cannot fly comfortably and could impair others ability to exit. For instance, those over a certain height should be barred from ever flying, as they cannot purchase additional head room and thus could never fly comfortably. Also their long legs could easily get in the way and they cannot purchase additional leg room.
I'm SOOOOO sick of airlines like yours treating their customers like they are human garbage. I am making it my business to discourage everyone I know from flying Southwest. By the way, you just lost a skinny and fit customer, assholes.
So happy an airline is looking after the "normal" sized customer instead of pandering to the FAT folks. I get so tired of having to squeeze in to my seat because 1 or heaven forbid 2 fatso's are in the same row as me or my wife. Way to go SWA! I truly appreciate your efforts to make us more comfortable. Seems these fat people don't realize that normal people don't want to rub shoulders and / or other body parts with didgusting fat people who don't care about themselves let alone other people. It was great when airlines banned smokers.....maybe it's time to banned FAT PEOPLE!!!