Family Asked To Leave Southwest Flight After Tweet
Jul 23, 2014, 6:58 pm
#121
Join Date: Dec 2012
Location: LAX
Programs: AA Platinum, Marriott Gold, Hyatt Platinum, Starwood Gold, National Executive
Posts: 67
Excerpt from article at
http://abcnews.go.com/US/family-boot...ry?id=24685645
Watson was then approached by a flight attendant, who refused to tell him the reason for the broadcast, but said: “You need to exit the aircraft immediately.”
“So I walked by the people who we just walked by to get to our seats,” Watson said.
Watson then ran into the same gate agent he had tweeted about.
“She [the agent] said I was a safety threat,” Watson said. “I was shocked. There was no use of profanity, there were no threats made. How was I a safety threat?”
Watson said the agent threatened to call the cops if he didn’t delete the tweet that included her first name and initial of last name.
It appears that it WAS the same GA that engaged the pax.
http://abcnews.go.com/US/family-boot...ry?id=24685645
Watson was then approached by a flight attendant, who refused to tell him the reason for the broadcast, but said: “You need to exit the aircraft immediately.”
“So I walked by the people who we just walked by to get to our seats,” Watson said.
Watson then ran into the same gate agent he had tweeted about.
“She [the agent] said I was a safety threat,” Watson said. “I was shocked. There was no use of profanity, there were no threats made. How was I a safety threat?”
Watson said the agent threatened to call the cops if he didn’t delete the tweet that included her first name and initial of last name.
It appears that it WAS the same GA that engaged the pax.
Jul 23, 2014, 7:06 pm
#123
Join Date: Dec 2012
Location: LAX
Programs: AA Platinum, Marriott Gold, Hyatt Platinum, Starwood Gold, National Executive
Posts: 67
Jul 23, 2014, 7:33 pm
#124
Join Date: Jan 2005
Programs: UA GOLD MM,WN CP A+list, HH Gold,MR LT Titanium
Posts: 2,184
While I agree that it was probably an overreaction of the part of the GA, Watson is disingenuous to state that he didn't know the policy and it wasn't stated on the website. It is there is black and white-an A lister should know better
"Can groups assigned to different boarding positions board together?
Yes. However, in order to maintain the integrity of the boarding process, we ask that earlier boarding positions board with the later positions. For example, if a passenger is assigned position A16 and wants to board with a passenger assigned position A45, the passenger holding the A16 boarding pass should board with the A45 passenger."
"Can groups assigned to different boarding positions board together?
Yes. However, in order to maintain the integrity of the boarding process, we ask that earlier boarding positions board with the later positions. For example, if a passenger is assigned position A16 and wants to board with a passenger assigned position A45, the passenger holding the A16 boarding pass should board with the A45 passenger."
Jul 23, 2014, 7:39 pm
#125
Join Date: Jul 2012
Location: AUS
Programs: AA
Posts: 22
<start sarcasm>. SWA gate agent Kim S is clearly in the right. She's a swell employee, did SWA a solid by following procedures and is a credit to not only SWA, but FT elitist type members and the human race. <end sarcasm>.
Jul 23, 2014, 7:40 pm
#126
Join Date: Dec 2010
Location: Indianapolis
Programs: Hilton-Diamond Lifetime Platinum AA UA, WN-CP, SPG Gold.
Posts: 7,377
Just another Gate Lice, with his kids, 6 and 9,
We have all seen Gate Lice, and Kittle's,
Total lack of respect, no wonder kids grow up to be cry babies.
We have all seen Gate Lice, and Kittle's,
Total lack of respect, no wonder kids grow up to be cry babies.
Jul 23, 2014, 7:54 pm
#127
Join Date: Feb 2013
Location: TUS, SEA, OTP, OMR
Posts: 868
I am aghast that anyone would think that the passenger had any requirement to delete the tweet just because an airline employee asked. It is perfectly legal and appropriate to declare an employee rude an a**hole, etc (see e.g. Penn & Teller B*llS**t and why they used that term).
To the slavish rule followers, if a FA orders me to hand over the cash in my wallet am I required to comply?
To the slavish rule followers, if a FA orders me to hand over the cash in my wallet am I required to comply?
Jul 23, 2014, 8:38 pm
#128
Join Date: Apr 2007
Programs: UA 1K, DL Gold, Marriott Gold
Posts: 34
Nothing wrong with the GA making him wait to board.
She should be fired for her reaction to the tweet. Total misuse of power. It doesn't matter how much of an ....... the guy was. He was not a danger.
She should be fired for her reaction to the tweet. Total misuse of power. It doesn't matter how much of an ....... the guy was. He was not a danger.
Jul 23, 2014, 9:40 pm
#129
Join Date: Jul 2002
Location: New Orleans, AA EXP, DL PM, SPG PLT, HH Diamond
Posts: 3,750
Jul 23, 2014, 10:00 pm
#130
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
Fine, right to refuse business. Would they actually spend the time to remove the passenger, refund his ticket, and remove all the luggage?
Jul 23, 2014, 10:32 pm
#131
Join Date: Jun 2011
Location: MCI
Programs: CBP Global Entry, WN A-List Preferred, WN Companion Pass
Posts: 2,007
I am aghast that anyone would think that the passenger had any requirement to delete the tweet just because an airline employee asked. It is perfectly legal and appropriate to declare an employee rude an a**hole, etc (see e.g. Penn & Teller B*llS**t and why they used that term).
To the slavish rule followers, if a FA orders me to hand over the cash in my wallet am I required to comply?
To the slavish rule followers, if a FA orders me to hand over the cash in my wallet am I required to comply?
That depends. Do you carry more cash in your wallet or in your pocket?
Jul 23, 2014, 10:43 pm
#132
Moderator: Southwest Airlines, Capital One
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,624
It's an Ops Agent, not a Gate Agent.
IMHO the Ops Agent would have been justified to demand deletion of her name from the Tweet for safety from third party nut cases. The rest of the Tweet could be retained or reposted without any safety issue.
It's possible that the Ops Agent made exactly this limited request but the customer misheard, misremembered, or misreported it.
IMHO the Ops Agent would have been justified to demand deletion of her name from the Tweet for safety from third party nut cases. The rest of the Tweet could be retained or reposted without any safety issue.
It's possible that the Ops Agent made exactly this limited request but the customer misheard, misremembered, or misreported it.
Jul 23, 2014, 10:50 pm
#133
Join Date: Mar 2011
Posts: 6,286
It's an Ops Agent, not a Gate Agent.
IMHO the Ops Agent would have been justified to demand deletion of her name from the Tweet for safety from third party nut cases. The rest of the Tweet could be retained or reposted without any safety issue.
It's possible that the Ops Agent made exactly this limited request but the customer misheard, misremembered, or misreported it.
IMHO the Ops Agent would have been justified to demand deletion of her name from the Tweet for safety from third party nut cases. The rest of the Tweet could be retained or reposted without any safety issue.
It's possible that the Ops Agent made exactly this limited request but the customer misheard, misremembered, or misreported it.
While what you suggest is possible -- anything is possible -- there is no evidence to support it.
Why do employees wear name tags?
Jul 23, 2014, 10:53 pm
#134
Join Date: Aug 2012
Location: LAS
Posts: 1,525
Just because SWA gave the family flight vouchers and apologized doesn't mean they know the Ops Agent was in the wrong. SWA does that whenever someone complains.
There must be more to the story that the passenger isn't telling.
Too bad we will never hear the other side.
There must be more to the story that the passenger isn't telling.
Too bad we will never hear the other side.
Jul 23, 2014, 11:14 pm
#135
Join Date: Mar 2011
Posts: 6,286
Southwest speaks. Kinda.
Reaction to Recent Social Media Concerns
Interesting spin.
Reaction to Recent Social Media Concerns
July 23 2014 -
Reaction to Recent Social Media Concerns
Southwest Airlines appreciates and is active in social media, and it is not our intent to stifle Customer feedback. Social media is a very valuable avenue for engaging with our Customers.
On Sunday, July 20, a Southwest Airlines Employee and Customer were having a conversation that escalated about the airline's family boarding procedures. The Customer was briefly removed from flight #2347 from Denver to Minneapolis/St. Paul to resolve the conversation outside of the aircraft and away from the other Passengers. Our decision was not based solely on a Customer's tweet. Following a successful resolution, the Customer and his family were able to continue on the flight to Minneapolis. We are thoroughly investigating the situation. We have reached out to the Customer and offered vouchers as a gesture of goodwill.
Reaction to Recent Social Media Concerns
Southwest Airlines appreciates and is active in social media, and it is not our intent to stifle Customer feedback. Social media is a very valuable avenue for engaging with our Customers.
On Sunday, July 20, a Southwest Airlines Employee and Customer were having a conversation that escalated about the airline's family boarding procedures. The Customer was briefly removed from flight #2347 from Denver to Minneapolis/St. Paul to resolve the conversation outside of the aircraft and away from the other Passengers. Our decision was not based solely on a Customer's tweet. Following a successful resolution, the Customer and his family were able to continue on the flight to Minneapolis. We are thoroughly investigating the situation. We have reached out to the Customer and offered vouchers as a gesture of goodwill.
- They reference "family boarding procedures" (and link to the policy), although those don't apply in this case.
- They say the decision was not based solely on the tweet, but don't mention what it was also based on.
- The mention "successful resolution" without saying that it was achieved by requiring deletion of the tweet.
- They say they are thoroughly investigating the situation, which might lead one to believe additional information is forthcoming, but that's pretty unlikely.