The Final Words (For Now) On Southwest…

February 16th, 2010 @ 1:23 pm | No Comments » | Scooped by Brad & Chris, Jodi Brenner

  • Following Kevin’s lead, we’re going to run one last story on the Southwest incident today and then get back to brighter, happier topics. Overall, the situation’s still registering as a PR failure for the airline, who basically refuses to simply state, Kevin was not removed from the airline due to his size. Furthermore, they probably violated some sort of privacy policy by revealing Kevin has bought 2 seats in the past when he flies on the airline. Truth be told, these airline seats are so small, anyone (us included) would love to buy two seats if we had the extra cash, just to have a little more comfort and not be right on top of another stranger. Not all of us like to chat with strangers on flights, or deal with your elbows encroaching into our seat as you spread out, and the like. Kevin wasn’t buying two seats because he couldn’t fit into one, he was simply taking advantage of a low price to give himself a nice buffer and more space. He knew he could fit into one seat just fine, and proved it when he boarded that plane. So, the whole “2 seats” thing just sits the wrong way with us. All that sad, the policy STILL is unclear and that’s been made obvious. Chalk up a “W” for Mr. Smith. Let’s wind this up with the following. An extended twitter and two blog entries. First, from Kevin’s twitter account yesterday:

      Had three seats/whole row for me & Jen. She skipped SF, so I went solo checked in and was given the 2 tix there & return 2 (for that p.m.).

      Going out, even with 2 tix, I only sat in one seat, sleeping against window, w/empty seat between me and follow passenger. Coming back would have been the same, at 7pm. But I got to the airport early enough to try to bump-up my flight to 5:20 – a practice @SouthwestAir does often.

      I was told 5:20 flight was packed, but I could go Standby. They sent me to gate. Told lady whole story, and she said there wouldn’t be two seats on that earlier flight. I said I only needed one seat & that I didn’t buy an extra seat because I’m fat (which I am), but because I’m anti-social and didn’t want to sit next to someone & possibly have to make convo (in person, I’m very shy). She said she understood. I was issued the solo ticket. I get on the plane: open seat in the front row. Put my bag away, the sit between two ladies. As I’m about to buckle my extender-less seatbelt, the woman who issued the ticket to me appeared in the doorway of the plane, came over to me and said the Captain said I wasn’t going to be allowed to sit there because I was a safety risk. I asked for clarification and was given none (also asked “Please don’t do this” but that, too, fell on deaf ears. Ladies on either side said I wasn’t a problem. SWA-lady said arm-rests the decider. Arm-rests come down, and voila! I’m legit! I’ve passed the stinkin’ arm-rest-test. And still, the lady asks me to get up and come with her off the plane. I get up without a fuss at all, quietly grab my bag, make eye contact with a fellow Fatty who was praying he’d pass, and leave. You think I wanna fuck around on an airplane? I was right: I fit in that seat. But I can’t risk not complying: I’m more afraid of AirFeds.

    Reading all that, who the heck can blame Kevin for buying that extra seat just for a slight bit more privacy? We’d all love that. The issue here is, it seems that Southwest immediately translates any person buying two seats as someone who must be oversized. Really, really bad move there.

    So let’s now get to the blog that Southwest issued as their public “apology”. Here’s a snippet:

      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.

    In this blog, they CONTINUE to claim that Kevin needed two seats. Keep in mind, on MANY MANY previous flights on this SAME airline, Kevin flew in a single seat, and was ALSO, prior to removal, comfortably belted into his seat on this flight, armest down.

    Naturally, Kevin owed them another reply, and rather than clog twitter, posted his final words on this via the Silent Bob Speaks blog. Some snips:

      “But the last paragraph is still all about your two seat rule. By including it, you guys are still saying I was Too Fat To Fly – or at least NOT correcting it. You even say ‘You’re not here to debate the decision the Employees made.’ But when we spoke, you told me they were wrong, and THAT’S why I was happy and ready to drop all this. I don’t want your money, I just want you to put in print what you told me: that I was grabbed because I was the last guy on, not because I didn’t fit with the arm rests down, or because I couldn’t buckle the seat belt. Because I did. And we both know this.”

      I feel like a broken record with that stupid “But I could buckle and fit” shit. Pathetic, right? Grasping at any dignity straws. But that’s what you do when you’re kinda stripped of your dignity.

      I could hear it in her voice: the sad frustration. Somewhere between the two phone calls, the bounty that was hinted at got a lot smaller. And while the apology is a little deeper now and more sincerely-worded than it was in the initial “apology” blog (thank you, Linda), it still infers that I need two seats to fly on Southwest Airlines.

      You guys screwed up, SWA; why’s it so hard to own up to it? Now I’m gonna carry this Too Fat To Fly shit around like herpes for the rest of my life, and it was never even true.

      So, Linda: I appreciate the effort you made, the time you spent with me on the phone, and the work you put into this. You, too, were a reasonable cat during our conversation.

      But wrapping up with a repeating of that 2 seat policy (the one THAT HAS NO BEARING ON MY CASE) is a reminder that you guys haven’t learned anything: you’re still blaming it on the Fatty. Still, you tried. Thank you for that, Linda – and for being human.

      Southwest, I appreciate you refunding my airfare. But if you’re not gonna admit I wasn’t Too Fat To Fly, then I’ll cover it.

    Coverage on the situation continued on the web yesterday, with both Perez Hilton and CNN issuing new stories and updates on the blogs. For now, we’re going to go radio silent on this one as well, to allow Kevin to get back to the business at hand. After all, he’s got a new movie in theaters in a week and a half. Speaking of which…

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