Is "Keith" a professionally-trained member of the "Fashion Police?" What are his credentials to make subjective decisions about a customer's clothing? Is he imposing his own values (and dress code) on SWA customers? Is he still "at it" or has he (hopefully) learned from this experience? What training and/or policy revisions has SWA undertaken to make sure its employees don't repeat this major customer relations blunder? If I were an SWA investor, I'd be "after the hide" of an employee and his supervisors (including Colleen Barrett) for endangering my investment.
My wife and/or I fly SWA regularly (usually, at least once a month, round trip). We choose SWA because of the low prices, frequent flights to our destinations and (usually) friendly and helpful employees (that's feedback for your marketing department.)
This incident will not stop us from flying SWA because of the above reasons. I expect that most SWA employees would not have taken the same actions that "Keith" did. However, the incident has diminshed our respect for the airline.
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