Oh, forgot to mention - for an example of an airline getting PR right (yes, you read that correctly), check out that blog I mentioned previously. =)

Like it or not, this is the hypersocial world we now live in, where one irate customer (who happens to have a million Twitter followers) can throw a wrench into the works. I'm a fan of Kevin Smith and Southwest, and hopefully each came away from this far more the wiser.

I've referenced this on my blog recently at www.rsmithing.com

Sitting in two seats can't be comfortable or cost-effective for overweight passengers, and it's probably humiliating to purchase two seats. How about trying to avoid controversy in the first place by solving the problem? If I were SWA, I would install a couple oversized seats on the plane - maybe 1.5 times the size of a regular seat - that cost 1.5 times the regular fare. Sure, there would be some logistics to work out, but it would be worth it in the long run.

We're discussing the same issue on our blog. Our feeling? Southwest was right in reacting calmly and quickly via Twitter and the blog. Movie director or not, Kevin Smith was aware of the policy, and Southwest enacted the policy fairly.

http://www.brainwoo.com/posts/ralph/protecting-your-corporate-brand-image-social-media-war-words
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I am overweight, but am not at a point, thank God, that I have to buy two seats on an airplane. And for clarification sake to those who say that being fat is a choice, I did not choose to be fat - I have genetic and health issues that made me this way - but I do try to lose weight, or at a very minimum, I try not gain any more. That said, Mr Smith has my empathy for his being overweight. He does not, however; have my empathy for what happened to him on this Southwest flight. I have been wedged in between very overweight (obese, fat) passengers on interational flights for more than 12 hours and believe me, I am on the side of Southwest Airlines here. Unpleasant does not even describe this torturous flight situation. Sure, all I can afford is a coach ticket, but I would expect that whatever airline I am flying would respect my right for comfort and safety just the same, just as much as they respect the rights of those in business or first class, and certainly, more than they respect the right of an overweight to balk at their regulations.

If I had to sit next to Smith on that flight, I would've had an anxiety attack and probably be tackled for acting disorderly on a plane.

I'm not saying this to be mean. I'm claustrophic. I agree with SWA for complying with rules. If that was me next to him, I would've asked to deplane and catch another flight. No joke.

This just isn't a big deal. Yes, it made the headlines, but it has almost disappeared (except from here).

Having seen this issue periodically rear its (large) head and quickly fade away again, I just don't think this is the tempest you make it out to be. Public opinion clearly favors SWA (and other airlines with comparable policies). Not because many people like the airline, but because a LOT of travelers agree that people of size do create great discomfort (and worse) for their traveling neighbors.

Whether their size results from choice or unfortunate medical circumstances is irrelevant. It's not a question of "fault." But like it or not, people of size have to accept that there are ramifications that must be addressed for everyone's benefit.

PR nightmare? I don't think so. At least, not for SWA.

I have to say "Way to Go" Southwest Airlines. I believe the story is that Mr. Smith had purchased the required two seats for his outgoing flight, then tried to fly stand-by on the return. Only one seat was available on this flight. The pilot and flight attendants should not have had to ask him to leave the plane - he should never have been allowed on in the first place. The gate staff obviously knew he had purchased two seats on his first flight.

I'm sure the two passangers who were, most likely, on the aisle and by the window when he tried to squeeze into the middle seat were very excited he was asked to leave the plane. I know I would have volunteered to take a later flight rather than be pushed out of my seat by a large person.

Measurement is inherent to flight. This is a mathematical issue, not a political one. If those who require more space on the airplane really want to make an issue of this, then airlines should measure their passengers just as they measure our luggage. If you are taking more than the prescribed weight/space you pay.

It's unfortunate that this incident happened to Kevin Smith (or any passenger). If Smith really was seated with both armrests down and no extender, than I bet it was embarrassing to be asked to leave the flight. However, I do have to wonder if he'd have caused such a social media firestorm if he didn't have a new movie about to come out. The publicity he is getting for his name now is significant.

I think Southwest is too great of an airline w/ such great deals that this isn't going ot affect too many customers...I'm not saying it was right, I am just saying I don't think it is a HUGE problem for Southwest. In fact, I am flying Southwest tomorrow and quite happy about it!

I wonder when an enterprising airline will figure out a way to accommodate their passengers size - at a reasonable price - as they have learned to do with carry-on baggage. There may be a new business model lurking somewhere within this controversy.

Much ado about nothing. Jeez is this being overblown.

I never heard of this guy until today. I have heard of Southwest and flown them for 25 years.

For the most part, fat is a choice, and the sad fact is, Americans make that choice all too often. But thinking you are being singled out and discriminated against because the physics of the situation won't allow you to shoehorn your largesse into the parameters of a typical airline seat is just wrong. Maybe the airlines should make their seats larger, and fatten up their airplanes' dimensions. "Fat Planes..." Smith should have known his huge body wouldn't fit into the seats as they are, and should have planned accordingly. His approach makes it sound all too much like a publicity stunt. He obviously needs publicity, because his movies are pitiful for the most part. Maybe that's why he didn't upgrade, and get himself a larger seat in business class. Note to Smith, using Southwest for a cheap publicity stunt to push your latest movie flop is priceless, but stupid. Ever spent flight next to someone that huge? Talk about inconvenience, misery and discomfort!

Southwest should enforce its rules consistently. The comfort -- and safety -- of all its passengers should be its major concern. I, for one, hope that I'm never forced to sit next to Mr. Smith on a packed Southwest flight.

@Ross: I completely agree with you - as I've stated before on several other blogs regarding this topic:

There is never a clear cut winner or loser in these scenarios. Both brands (Yes, Kevin Smith is a brand) have a victory (the battle) but they both suffer long-term ill effects from this as well. In the big picture (the war) there is no "winner" - it's a draw. No winner, no loser, just LOSS.

This incident raises a lot of questions about the use of twitter by corporations as well as aggrieved individuals. I think SW handled it correctly and professionally- as the incident wore on, Kevin Smith's tweets become more sarcastic and strident and I think he lost a lot of sympathizers. He should have let the twitter community fight his battle a little more-it seemed he was the principal one leading the charge. I don't know whether SW had its facts straight or not but I got the impression they were trying to reach out and have a reasonable discussion.

My sympathies to Mr. Smith and anyone else who finds himself in this embarrassing predicament. I'm sure it must be mortifying, and should be handled as gently as possibly by the airline.

But one question: have you ever spent a flight in the seat next to a very overweight person? It's not a particularly comfortable experience.

I do not agree the airline should be concerned. Most of the folks weighing in on this issue seem to lean heavily in favor of Southwest's policy. And I don't think Kevin Smith is milking this for publicity. The story floating on blogs was originally incorrect. I can understand wanting to get it right, but his choice for using social media may have backfired on him as public opinion eats this up. (No puns were intended in the making of this post : )

I too have written about this: There’s much going on here, not the least of which is Public Relations. Southwest has been given a reason and more than one forum to discuss its policy and to highlight an increasing (no pun intended) problem. They also have in these multiple open forums many posters acting as brand ambassadors for them; there is outrage on behalf of Southwest for having to enforce a policy that is in place to address the safety and comfort of all, perhaps at the expense of a few. Personal responsibility for being too fat for the seats is a common theme: if you don’t fit, you can’t sit, so to speak.

Just as vociferous are those on the other side: Those who are outraged at Smith’s experience and what they characterize as discrimination against people of size. Kevin Smith has plenty who support his view and many avenues for promoting the discussion. He also has a movie coming out.

My blog: http://red-room-rants.blogspot.com/

Fat is a choice people make - I don't believe it is right (or helps anyone) to treat obesity like a disease that can't be controlled. If airlines, and theaters, etc., would uniformly and consistently enforce this totally reasonable policy, this sort of media storm would not happen. But in a misguided effort to be nice, too-large people are sometimes allowed to flow over into empty seats for free, reinforcing the idea they are entitled to more than they paid for. It's just wrong.

@Nader - We keep on talking about how SWA can make this right but at this point it doesn't look like anything can be done. Kevin Smith has gone from wanting something done about the problem to milking it for all the publicity he can get. He hasn't been in the news since Jay & Silent Bob strikes back and if you aren't into those kinda movies take it back to Dogma. I don't see Mr.Smith asking for anything, he just complains and crys and expects people to give him a pity party.

It's not so much their enforcement of the policy (in fact, I praise them that a fat famous movie director is treated equally to a fat store clerk). However, I think there are ways to enforce this policy respectfully and with dignity, and ways that are humiliating and disrespectful. Taking someone aside at the gate to quietly explain, "I'm so sorry to do this sir. But for the safety and comfort of all our customers, we have a policy that a person must purchase two tickets if they cannot fit into only one seat with the arm rest down. And it appears that you may have difficulty meeting that requirement..." is a nice way. Letting someone get seated, sit there for 20 minutes, and then have the pilot tell the stewardess to haul his butt off the plane isn't.

I agree that SWA has bitten of more than it can chew here with Kevin Smith. There comes a time when a company, large or small, needs to admit a PR catastrophe and more toward making things right. How long can you continue to finger-point before you've crossed the line of no return? Don't ruin a brand over pride - that could be the biggest PR mistake of all!

I've written about this as well on my blog at www.naderjomaa.com

Smith is NOT representative of America. Look at him. Are you arguing that 67 percent of Americans are that big? C'mon. Have you ever sat next to someone like that on an airplane? Southwest was right. It was acting in defense of the vast majority of passengers. Smith is the one with the problem. If I had 48 hours, I'd direct a Twitter campaign against him.