I'd like to ask Mr. Snow if anyone in authority at Southwest Airlines has contacted him to discuss, refute, orIn reply to 737lady's comment - In none of the situations I've observed was the passenger being rude or abusive. Please reread the original post at http://dennissnowblog.com/... . They were just being passengers and did nothing wrong.
Yes, I certainly know who Herb Kelleher is, and if he had observed the situation I describe in the original post, he would not have said anything close to "good job" to the flight attendant. It's more likely he would've assisted the passenger who was simply trying to find seats for her family. I would also guess he might have "coached" the flight attendant.
I find it inconceivable that an employee of ANY organization, much less one with the reputation of Southwest Airlines, would defend treating customers poorly. And to use air rage as an excuse is reaching - there was no air rage involved in what I observed.
confirm what he said in his article.
I think an official of Southwest should post a response to Snow's article here.