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
Why isn't anyone commenting on how corporate greed got us here in the first place? Every airline has shrunk their seats and decreased legroom to cram in more seats per fuselage. Fat or thin, we are all more and more uncomfortable on flights. And yet here we are disagreeing with one another instead of directing our energy toward shifting this trend and making flights better for us all.
I am offended and I am not a person "of weight" as you are so kindly putting it. Given the fact that the majority of the population is overweight, piss off enough people and you won't have an airline! AND to read that people who purchase two seats are again ripped off by staff using the underneath for storage of other customers baggage. Where's their charge for abusing the policy for carry on luggage? I guarantee you if these people who paid for the two seats said, "Whoa, sorry I paid for those seats, no,you cannot use the underneath for someone who clearly
did not follow policy on carry on luggage," would be thrown off for causing "trouble." What a bunch of bureaucratic BS, not to mention just straight up inhuman treatment.
I just hate the fact that because of 9/11, it has given a bunch of airline personnel carte blanche to be as offensive as they want to be, in the guise of "making it safer for all to fly."
Please, those of you that have paid for two seats, stop letting them store someones excess luggage under your seat. Just put your hand in front of the space and say, "Sorry I paid for that seat, you can't use the space I paid for unless your other customer what's to reimburse me for what I paid for, Thank-you and have a nice day."
There are a lot more offensive things about people than those that are "of size", what about the ones that are "skinny" and don't know what soap,deodorant or mouth wash is? Or those that think anything that comes out of their mouth is considered "conversation." Or those that engulf their body in some stinky a** cologne or perfume that you have to inhale the whole flight???
Not surprisingly, Kevin Smith tells a different story. But what is surprising is that it seems like if you told his story--that he was flying stand by and the last person boarded and was booted for some other reason--you would avoid the PR nightmare of "whoops, I kicked off an outspoken comedian with a cult following" and "whoops, we made fun of fat people who weren't really so fat as to not fit in the seats." But maybe I have too much sense for a job in PR.
No need to actually mock fat people, but seriously, no one's blubber should be pressing against other people during an entire flight. That's just nasty and rude. I'm not even skinny, and I can understand that. I'm not fat enough to violate the "customer of size" policy, either, but if I were I'd feel bad for imposing upon someone with my fat rolls. With that said, airplane seats really are too small and there is not enough leg room in front of them.
I've waited for all the hub-bub to be over and reviewed this with no emotion, because I'm a big fan of both Southwest and Kevin Smith.
There's no doubt Kevin is a big guy. I saw him the same day this happened--was less than three feet from him for more than a few minutes.
That being said, I've flown Southwest many times sitting next to people as large or larger than Kevin Smith. Linda's post here is as wrong as the situation. The part that makes the least sense is that if the pilot called for expedience, why did they spend time pulling Kevin OFF the plane? He was already in his seat? Doesn't this take longer than just shutting the door and flying off?
I think whoever made the decision to eject Mr. Smith should be removed from dealing with customers at all. Certainly, they should not be in a position to make decisions concerning customer service issues. If this happened to me, I would absolutely have handled it the same way Kevin did. The difference being his platform is much wider than mine or anyone else who's been victimized by a big corporation with little people working there making bad decisions.
Southwest's employees handled this wrong. They shouldn't have issued this statement, because it's not correct. They shouldn't have ejected him to make room for other passengers, which is what it appears. Will I fly Southwest again? Probably. But, I'll be a lot more sensitive to customer care and speaking up if I don't get it.
This is a sad example of how far customer service has fallen. Southwest Airlines used to be known as a customer service star, and still tries to make their cattle call flights fun. But standards and rules must be set. That does not mean, if we are enforcing a rule, we don't have to treat people with respect. Employees need to have training in empathy and sensitivity, no matter how busy and stressed they get. Kevin Smith sounds like he was completely polite and understanding, until your employees subjected him to public embarrassment. Then he had to WAIT for the gate agent to walk over and explain it to him!? And she still could not explain why he was removed from the flight? Your employees need better training and these rules need to be enforced before passengers board flights. Set your rules and ensure they are enforced with sensitivity and fairness across the board. Policy should apply to everyone on the plane, no matter their appearance or social standing. Aren't you also the airline who ejected a girl for wearing a skirt that was too short last year? Didn't your flight attendants wear mini skirts back in the day? When does airline policy become profiling?
Is delta going to hurry and acquire you guys? There's rumours...We already got nwa..1926-2010...
Rick,
I'll have you know I am 5'5 and 125...but I couldnt run or even walk a mile in under 15 minuets due to a very very poor heart and other illness. So I guess it isnt just fat people you dislike right..its also thin sick people. Nice to know.
Shame on you....you may think such comments are meant as funny but really they just come out rude. Like this situation need's any more rudness added to it.
I havnt flown Southwest in years because even for a thin person when that row is full it gets horriably crammed up and people are always edged into my desiginated space. Lay of the fat hating for goodness sake there are more importent things going on in the world then this fiasco that Southwest is only making worse by not simply doing the decent thing and apologize. Truly apologize...not this half hearted crap here.
Southwest Airlines goes out of their way to be different - but not necessarily better. I side with Kevin Smith and will cease to give my considerable business to them because of their terrible customer service.
Being a Philadelphian, I have to accept that our corrupt mayor has an unholy alliance with USeless Airways, leaving me with very few choices for my frequent business travel (if I want a nonstop flight). I recently tried Southwest to go to a conference at a very inopportune time, between out 2 blizzards last week. I fly business select and have been blessed with the natural height of 6'3" and an average weight of 240 for that height. While I was not turned away...I was cramped in the slender airbus seats. Problems:
Why does Southwest cancel more flights then any other airline in inclimate weather? I swear to god my associates on USeless Air were LANDING in Philly when I was still getting cancelation calls.
Why does the flamboyant male stewardess feel the need to make his lil' jokes and have sing-a-longs on board when he knows that everyone has been marooned for two days due to cancelations.
HOW DENSE are your employees to kick off a VIP with millions of fans? I'm an important executive and the way I see it, If Kevin Smith doesn't rate your respect, how would I?
I wish you well in ferrying low-rent tourists and screaming kids at low fares...and I prey that Virgin and JetBlue start flying to PHL.
Please do not stop requiring people that are over weight and take up part of the space on the seat next to them to pay for two seats.
I had a very uncomfortable experience with someone who lifted up the arm and sqeezed himself in. After a terrible three hours flight I called Southwest and asked what to do in the future. I was instructed to tell the flight attendent because they don't kinow if this was someone I knew and it was okay that they were taking my space. So if this happens to me again I will notify the flight attendent and request the person is removed and required to buy two seats.