Kevin Smith vs. Southwest Airlines

February 24, 2010 at 1:51 pm Leave a comment

February 13, 2010 is the day that started “The War of Tweets” between Kevin Smith and Southwest Airlines.

Kevin Smith, actor and director, had been seated in a plane bound for Burbank, California.  He had purchased two tickets for his own comfort on an earlier flight but opted to get on an earlier flight and sit in one seat.

Before the plane could take off a flight attendant name Suzanne approached Smith and told him that the pilot, Captain Leysath, was concerned for the other passenger’s safety and that Smith was a “safety risk” even though Smith fit in the seat with both arm rests down.  This was all in accordance with Southwest Airline’s “customer of size policy“.  I’m not sure whether that policy was explained to Smith on board the plane or not.

Basically Southwest Airline’s “customer of size policy” says that a passenger must be seated safely and comfortably with both armrests down.  I guess on that flight, either Suzanne or Captain Leysath did not think that Smith was.

After being escorted off the plane, Smith launched a full-on social media attack on Southwest including over 200 tweets (to his 1.6 million followers), a long podcast and posts to his blog.

Most of the tweets are inappropriate and vicious.  Fortunately Southwest Airlines has been extremely apologetic about the situation even though it is seemingly not their fault! The company has issued about a dozen tweets directly to Kevin Smith and has apologized for any mistreatment.  Customer Relations even attempted calling Smith and posted an apology to their blog.

Mashable calls their actions commendable, and I for one agree!


Entry filed under: PR Connections- PRCA 3030, Social Media and PRCA 3030- Section C. Tags: , , , , , .

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