Poor Overweight Kevin Smith

The cnn.com article states: 'The airline said it "could have potentially handled our communication better," but defended "the determination that Mr. Smith needed more than one seat to complete his flight comfortably."' That's their problem right there...that's not a real apology. They should have just taken out "potentially" and left it at that. There's no defending it because obviously there is media attention on this right now, and unless they want more complaints about how they handle customers and their complaints after the fact, they should have just stopped defending themselves. The article states that a government report put Southwest Airlines as having the lowest rate of complaints on any US airline last year...but if they keep this up they won't have another year like this. It's an easy PR fix, but they've dug themselves deeper by not just apologizing, taking the fault, and giving him a free flight to anywhere he wants on them. And because of all this, Kevin Smith is quoted as saying, "I'm never going on Southwest again." Not good news for Southwest.