Getting back to our blog, we have a huge wish list of enhancements and new features we want to add, so the “creative genius” is “there.” We just have some pretty strong competition for the resources.

Brian

Thanks for coming by and sharing more about the ‘inside story’ of how Southwest determines its policy.

What would be really great is if there was a forum for discussion around these kinds of topics; a place where a dialogue could exist between SW representatives and folks with grievances over certain policies.

That may exist, and I just don’t know about it… but it sure seems as if there’s a need for it.

I happen to have just celebrated 11 years as a Southwest Airlines Employee, and your kind comments about our efforts to make people feel “special” were music to my ears—particularly since I work in Customer Relations. Of course, it’s clear from the continuation of this blog that we haven’t made others feel so special, at least not in a positive way, and I feel compelled to add a bit about why we have a policy related to our larger Customers. I happen to be a “big girl” myself, and even though I’ve lost a substantial amount of weight the last year or so, I can still recall the great concern I would have each and every time I got ready to fly—regardless of airline (most have a Customer of size policy, they just don’t all enforce it, or offer a refund for the second seat if purchased proactively). It was always the anxious minutes waiting to see who, if anyone, would be seated next to me. Will we both be comfortable? That’s just not a pleasant way to start a trip, and that’s why I can “get behind” the policy we have here at Southwest Airlines. If a Customer cannot be comfortably seated in one seat with both armrests down purchases a second seat (regardless of whether or not a seatbelt extension is required), we will promptly refund the second seat purchase once the travel is completed (as long as there’s no oversale—truly a rare occurrence). Simply put, a person usually knows if he/she will fit into one airline seat (as evidenced by previous blogs) so why not proactively purchase the second seat (so the we can accurately know how many seats will be occupied) and save everyone the “confrontation” and embarrassment at the airport?

We look at it as a win-win situation for everyone—all Customers seated in a particular row get the seating needs they require, and only in a rare instance does the Customer who purchased the second seat really end up paying for it. Interestingly enough, before we actively enforced the policy, we regularly heard from Customers who were denied the entire seat that they paid for because they were seated next to a Customer who clearly occupied more than one seat but did not proactively address their own needs by purchasing two tickets. Because our goal is to provide a comfortable and safe travel experience for every Southwest Customer, we found ourselves refunding air fare for the Customers who didn’t have access to the full seat that they purchased. With the more active enforcement of our policy, it’s often the larger Customers who I’m now responding to as they express an almost “liberated” feeling of ease when flying since purchasing two seats when making their travel arrangements takes away the angst during the boarding process (and certain discomfort while flying).

So, I “hear” what others are saying when it comes to our decision to be forthright on this matter; however, after listening to Customers on both sides of this issue and our careful evaluation of this policy, our focus continues to be on ensuring that all Customers are comfortable and safe when flying with Southwest Airlines. That’s really our goal here—enjoyable flights for everyone!

Hey Chris, you’re more than welcome. Like I said, I was so impressed the first night, I tried bringing everyone at the convention I was at the next night. I got fifteen, which was a good start.

It’s great to hear how much your restaurant is a dream of yours; it shows, in your approach and the care you take.

To be honest, I still think about the food at your place a few times a week… and it’s inspiring me to learn to cook Indian cuisine!

Take care, and thanks for coming by.

Glad you’re sharing this place with the world. It’s definitely too good to keep to yourself! I’ll be back!

When I sat down to wait for boarding in Tampa, one of the agents came over to me and said “We MAY require you to buy a second seat.” I looked at her and said “Like hell you will.” She backed off. I had to change in Denver. Same scenario, same result. I did not need or ask for a seat belt extender.

I’ve never experienced anything approximating that kind of treatment with any other airline, and trust me, I have flown all over most of this world.

I’m astute and intelligent enough to know if I need a second seat. I’m also considerate and sensitive enough to ask for another seat arrangement if I am in danger of spilling over onto another person. If all that fails, I have been known to take another flight, or use flyer miles to go first class.

SW will NEVER, EVER get another penny of my flight dollars until they learn some tolerance and manners towards those of us who are large.

Stefanie

And, I hear what you’re saying about many business not inspiring loyalty. As I’ve thought more about this, the role of a personal connection ranks right up there with a remarkable experience. If someone goes out of their way to make a positive experience, or a genuine human connection with me, that stands out quite a bit in my book.

And Karin, the ‘everybody knows your name’ jingle rings in my head everytime I think about this, too…

Lauren, Sunflower, Bob, Michael, and Terry: I hear you. I really do. The majority of my years under twenty were spent as an overweight person, so I know the discrimination you’re speaking about first-hand.

And like I mentioned on Anne’s blog, I was completely unaware of any issue around this with Southwest. And, like I also mentioned there, I would really support each and every one of you to write to Southwest, post on their blogs and on your own, and try to engage them in a dialogue about this.

In this day and age, many companies (and Southwest is one of them, obviously, since they even have a blog) are reaching out into the world of their customers/clients/patrons, trying to increase the dialogue, responsiveness, and intimacy with the public.

I think they would be open (or should be) to a conversation — or 40 — around this. Your voices may even help shift their policy, whatever it is.

——-

Now, the reason I shortened the letter:

Mother Theresa, I believe in was, was once asked about why she wouldn’t attend an anti-war rally. Her reply was, “When you have a pro-peace rally, I’ll be there.”

I’m all in favor of dialogue, conversation, and even heated debate. I’m also a huge, huge believer in the First Amendment. I’m not in favor of bashing, though, on my site.

So here’s what I propose: If you want to bash SW, go for it — on your own site. If you want to increase public awareness of something that’s contrary to what I write, go ahead — and you’re welcome to do that here, or wherever you like.

My request is that the overall direction of our conversations, however, be toward the positive. Include suggestions for offenders. Highlight those who you do favor. Tell us who/what you love, not just what you see as wrong.

As my college volleyball coach said, “Better the ball. When it comes your way, see if you can make it even better when it leaves you.”

So please, let me know what bothers you. And please, try to do it respectfully, and with an aim towards uplifting the lives of those who read it.

{ed’s note: I truncated this post, because this is a very long letter. For further reasons, I’ll elaborate in my comment, below. If anyone wants to see the full version, email me, and I’ll send it to you. — Adam}