I watched the whole this unfold post after post on twitter, podcasts, blog posts, and even threw in an arm chair QB comment here and there. I always maintained I was #teamsouthwest the whole time. i do believe the creditability, action oriented, and customer centric approach in the past garnered more leaning towards them, then Kevin Smith (even though love his movies too, except Jersey Girl).

One thing that people should take away is look at your company do the policies you have in place prevent businesses connecting to customers in an authentic manner and if so why? also do they still hold true today? Companies or people that work at companies better stop pointing the finger at how inefficient government is and look themselves in the mirror, they have just as much and probably more red tape then government……

Secondly, I do agree with on the space issue! As customers we should educate ourselves and proactively engage with a company if you have 1 off requirements. Similar to going to wedding and the menu has chicken or beef and you are vegan, do you wait to right after the salad is delivered to indicate your needs or do you proactively mention in your RSVP your needs? if so right on, if not don't be surprised at the course of action that is taken upon you!

Admittedly it's from Smith's perspective, but his story seems pretty solid.

If what was done was Southwest's policy, they should have been able (at the time of the incident) to explain clearly and directly why he was getting booted. According to Smith, when he asked why he was being booted, someone told him it was because of a safety concern, but then refused to elaborate.

A company who deals in customer service can't merely enforce a policy without being clear on what their policy is – well, they can't if they want to foster a good relationship with customers.

“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.”

By Southwest's own policy (quoted from above), Smith seemed able to comply.

As for his purchasing two seats, you're only guessing on why he purchases two seats. It's like whether or not you board a crowded bus/train or wait for a less crowded one. He may buy two seats so he can spread out, but he can work with one seat.