Smith Goes To Twitter War With Southwest Airlines
February 16, 2010
started out to be a legitimate complaint has tuned into a media circus,
brought about by comedian actor Kevin Patrick Smith who was removed from
a Southwest Airlines flight out of
Smith is a film producer, and director, as well as a comic book writer,
comedian, and actor. He also hosts a weekly podcast show with Scott
Mosier known as SModcast. Smith is known for participating in long,
humorous Q&A sessions that are often filmed for DVD release, beginning
with An Evening with Kevin Smith.
originally purchased two tickets to fly out of
Given Smith’s weight, it requires that he purchase two seats if there is no other empty adjoining seat. Most airlines have an “Overweight Passenger Policy” which requires the passenger to pay for a second seat if he or she is unable to fit into a single seat, unable to properly buckle the seatbelt using a single seatbelt extender and or is unable to put the seat's armrests down when seated. This airline policy has been in effect for a number of years. Its purpose is solely for safety and comfort for all passengers.
One thing is clear, onboard seating areas on most aircraft are
uncomfortable. Each seat is defined by two armrests that is barely
sufficient to provide a tolerabel comfort level. The seats are
confining, cramped and do not offer enough legroom. The standard seating
configuration was not designed nor built to suite the average passenger
never mind the overweight or the obese traveler.
All paying airline passengers are entitled to comfortable seating and airlines should not be in the business of discriminating because of weight in order to squeeze every passenger on a flight. Over 70 percent of passenger complaints are from passengers who complained that the overweight passenger sitting next to them took up some of their passenger seating area. Airlines must change the onboard seating area to offer a great comfort level and accommodate all people. It would not hurt the airlines to provide several seats for overweight people.
As a result of
Smith being asked to get off the flight he went on a Twitter war with
South West Airlines as well on his SModcast site ranting and raving
obscenities. Such remarks included profanity and referring Southwest
Airlines as the Grey Hound Bus of the airlines and flying on the welfare
and food stamp airline. Smith comments have been inappropriate. Smith
should be advocated for heavy and obese passengers using professional
Southwest Airlines blog stated the following:
Many of you
reached out to us via Twitter last night and today regarding a situation
a Customer Twittered about that occurred on a Southwest flight.
It is not our customary method of Customer Relations to be so
public in how we work through these situations, but with so many people
involved in the occurrence, you also should be involved in the solution.
First and foremost, to Mr. Smith; we would like to echo our Tweets and
again offer our heartfelt apologies to you.
We are sincerely sorry for your travel experience on Southwest
As soon as we saw
the first Tweet from Mr. Smith, we contacted him personally to apologize
for his experience and to address his concerns on both Twitter and with
a personal phone call. Since the situation has received a lot of public
attention, we'd like to take the opportunity to address a few of the
specifics here as well.
originally purchased two Southwest seats on a flight from
You've read about
these situations before. Southwest instituted our Customer of Size
policy more than 25 years ago. The policy requires passengers that can
not fit safely and comfortably in one seat to purchase an additional
seat while traveling. This policy is not unique to Southwest Airlines
and it is not a revenue generator.
Most, if not all,
carriers have similar policies, but unique to Southwest is the refunding
of the second seat purchased (if the flight does not oversell) which is
greater than any revenue made. The spirit of this policy is based solely
on Customer comfort and Safety. As a Company committed to serving our
Customers in Safety and comfort, we feel the definitive boundary between
seats is the armrest.
If a Customer
cannot comfortably lower the armrest and infringes on a portion of
another seat, a Customer seated adjacent would be very uncomfortable and
a timely exit from the aircraft in the event of an emergency might be
compromised if we allow a cramped, restricted seating arrangement.
It's clear that Smith was aware of the “Overweight Passenger Policy” and its also clear Southwest made some big mistakes. It's time for the airlines to revisit their “Overweight Passenger Policy” and training of its employees. The minute Southwest flight attendants let Smith on that flight, there shouldn't have been any reason to take him off the plane. If weight was the issue and I'm not convinced it was, it should have been handled before Smith got onto the plane. The airlines do have a responsibility to make it safe for all passengers, and in this case, Southwest Airlines failed in a number of ways.
Are Flight Attendants and airport workers abusing
their authority, in light of of 911, airport personnel have been
give extra responsibilities which allow them at a whelm to kick someone
off a flight?
in light of of 911, airport personnel have been give extra responsibilities which allow them at a whelm to kick someone off a flight?
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