Family Asked To Leave Southwest Flight After Tweet
Jul 23, 2014, 9:46 am
#16
Join Date: Mar 2012
Posts: 413
Wow, I don't know what all of you responders are on - the GA was out of line and I would have severely punished her for her behavior if I was her supervisor.
It's unclear whether the GA let them board with the father's boarding group or with theirs - probably, the latter, which caused the remark from the Dad. I see nothing wrong with the remark he made. He said she was the rudest agent and identified her by name and gate. When you complain about someone, you want them to be identified, so proper action is taken. The GA TOTALLY overacted by considering that to be a threat and DEMANDING to have the tweet deleted or have the passengers removed. She was so on a power trip - I don't know Kimberly S's track record but if it were me, I would fire her for that. She clearly overstepped.
Now, if she wants to sue the passenger for defamation for calling her "the rudest agent", go ahead, that's totally fine. But I doubt she'd win anything on such a lawsuit.
It's unclear whether the GA let them board with the father's boarding group or with theirs - probably, the latter, which caused the remark from the Dad. I see nothing wrong with the remark he made. He said she was the rudest agent and identified her by name and gate. When you complain about someone, you want them to be identified, so proper action is taken. The GA TOTALLY overacted by considering that to be a threat and DEMANDING to have the tweet deleted or have the passengers removed. She was so on a power trip - I don't know Kimberly S's track record but if it were me, I would fire her for that. She clearly overstepped.
Now, if she wants to sue the passenger for defamation for calling her "the rudest agent", go ahead, that's totally fine. But I doubt she'd win anything on such a lawsuit.
He is free to say what he wants, but there is a proper way to file a complaint and get it handled. People think they can say whatever and get away with it, sorry it doesn't work that way. You are free to say what you will, but that doesn't mean you get away without any repercussions.
If it were me I would have denied boarding, refunded the full cost of the tickets, and told them to find another airline. Douche bag mentality needs to be put into check and some just think because they have a certain status that they get to have their way all the time. It doesn't work like that. If he would have followed the rules like everyone else, instead of thinking himself more important than everyone else on the aircraft, this would have been a non-issue.
I also echo the comments on how the TV station was called on such a non-story. This guy is chasing attention.
Jul 23, 2014, 9:49 am
#17
Moderator: Southwest Airlines, Capital One
Join Date: Sep 1999
Location: California
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FWIW, FT's rules prohibit naming employees other than executives:
Do not post the names or contact information of travel company and program employees unless they hold executive management status (e.g. presidents, vice-presidents, managing directors).
Jul 23, 2014, 9:51 am
#18
Join Date: Jan 2004
Location: Dallas, TX USA
Programs: Rapid Rewards/AAdvantage
Posts: 1,245
I wonder if he did not check in the kids at T-254 maybe they were high C, I know this maybe wrong buty I think he should atleast be able to board with family boarding
And I think tweets can get out of hand if your naming a persons full name
And I think tweets can get out of hand if your naming a persons full name
Jul 23, 2014, 9:59 am
#20
Join Date: Jun 2011
Location: MCI
Programs: CBP Global Entry, WN A-List Preferred, WN Companion Pass
Posts: 2,007
Excellent decision. If you don't want to follow an airline's rules, find another airline whose rules you prefer.
FWIW, FT's rules prohibit naming employees other than executives:
If you break the rules FT will not give you $150.
FWIW, FT's rules prohibit naming employees other than executives:
If you break the rules FT will not give you $150.
Jul 23, 2014, 10:00 am
#21
Join Date: Jul 2012
Location: AUS
Programs: AA
Posts: 22
The gate agent retaliated against the customer. That's wrong. The gate agent was not threatened and if the gate agent does not like feedback, even negative, then that agent is in the wrong line of work. Following rules does not give one the right to retaliate. She used her position of authority to punish feedback. How is that right? My 2cents.
Jul 23, 2014, 10:06 am
#22
Join Date: Mar 2006
Programs: WN Rapid Rewards, Delta Skymiles
Posts: 400
Have we seen anywhere what the actual tweet said? The linked story includes a quote from the man that his tweet said "something to the effect of...." I'd be curious to see how close "something" is to the actual tweet.
I checked his twitter account and the tweet in question has been deleted so we may never know what was actually said.
I checked his twitter account and the tweet in question has been deleted so we may never know what was actually said.
Jul 23, 2014, 10:06 am
#23
Join Date: Jan 2014
Posts: 145
Another case of tyranny by FA who thinks they can threaten to have someone kicked off a plane if they don't like the way they were acting. Maybe the guy was a douche and he was wrong about the policy but SHE WAS NOT THREATENED. That excuse is pure bs justification -- words deliberately chosen because she knew it was the only way to get him thrown off. In other customer service world does the business hold this kind of power. I should be able to call the GA or FA a complete idiot right to their face and still be able to board the plane. Do you think I am going to jail if I call a Starbucks barista an idiot? No. I might get thrown out of the store but there's a million Starbucks and a million other coffee places. There's only one plane leaving right now where I already have a seat -- which is why the FA's feel so empowered. Of course, to actually get a paying passenger thrown off they have to lie and say they felt threatened, which they always conveniently do.
Jul 23, 2014, 10:13 am
#24
Join Date: Dec 2010
Location: Indianapolis
Programs: Hilton-Diamond Lifetime Platinum AA UA, WN-CP, SPG Gold.
Posts: 7,377
Lot of GA go with the flow, never gad a problem, suspect their is mire to the story.
Seen more passenger problems than GA problems,
Never be a SA to a GA,
Seen more passenger problems than GA problems,
Never be a SA to a GA,
Jul 23, 2014, 10:14 am
#25
Suspended
Join Date: Oct 2006
Location: Atherton, CA
Programs: UA 1K, AA EXP; Owner, Green Bay Packers
Posts: 21,690
Stupidity on both sides of this equation. Sounds like all WN customers will benefit since the douchey dad refuses to fly WN again and won't be trying to chelate all the good seats with his progeny.
GA should be retrained, though, unless there is more to the story such as dad saying "I'll get you for this!!"
GA should be retrained, though, unless there is more to the story such as dad saying "I'll get you for this!!"
Jul 23, 2014, 10:20 am
#26
Join Date: Aug 2010
Location: ORD
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Posts: 68
Sounds like the passenger was definitely more wrong than the Southwest agent in my opinion. Publicly humiliating a Southwest employee because they would not break the rules for you is a big 
and I have a difficult time faulting Southwest for taking action against such a customer. The biggest fault I have with WN is that they gave him the option of deleting his tweet and flying on them, they should have just refunded his tickets and told him that his behavior was not acceptable.
Edited to add: I would like to clarify that I think the passenger's behavior was over the line because he specifically named the employee, if he had not done that my answer would be different (i.e., if the tweet simply excluded the first name and last initial of the agent).
and I have a difficult time faulting Southwest for taking action against such a customer. The biggest fault I have with WN is that they gave him the option of deleting his tweet and flying on them, they should have just refunded his tickets and told him that his behavior was not acceptable.Edited to add: I would like to clarify that I think the passenger's behavior was over the line because he specifically named the employee, if he had not done that my answer would be different (i.e., if the tweet simply excluded the first name and last initial of the agent).
Jul 23, 2014, 10:25 am
#27
Join Date: Aug 2010
Posts: 71
I've read the news article, and I'm a bit confused.
"You can't board until you delete that tweet" said the GA.
The passenger and his family were seated when they were asked to deplane. So, one would surmise that the tweet HAD been deleted at that point.
Does a GA have the authority to deny boarding to a pax who has been boarded and seated? Is it not the pilot's and CC's call, at that point?
More to the story than is presented in this brief article, I'll bet.
"You can't board until you delete that tweet" said the GA.
The passenger and his family were seated when they were asked to deplane. So, one would surmise that the tweet HAD been deleted at that point.
Does a GA have the authority to deny boarding to a pax who has been boarded and seated? Is it not the pilot's and CC's call, at that point?
More to the story than is presented in this brief article, I'll bet.
Jul 23, 2014, 10:38 am
#28
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Join Date: May 2001
Location: LAX; AA EXP, MM; HH Gold
Posts: 31,789
I agree that there may be more to the story and that it sounds like bad behaviour by all concerned.
The passenger was a major type-A-hole for telling the GA that he'd get even by posting on the silly social media site, and the GA responded in kind for getting even with him.
Had the dad waited until he arrived at MSP to post the offending note, then nobody at WN could have done anything to him.
The passenger was a major type-A-hole for telling the GA that he'd get even by posting on the silly social media site, and the GA responded in kind for getting even with him.
Had the dad waited until he arrived at MSP to post the offending note, then nobody at WN could have done anything to him.
Jul 23, 2014, 10:49 am
#30
Join Date: Jul 2013
Posts: 5,813
