Man pulled off plane for tweet...

[Lisa loves Pooh]

I'm not following how the tweet was a threat.

Were all of SWA's 1.6 million plus twitter followers going to spontaneously show up in Denver (or whatever city it was), get through security and descend upon the gate? That would be an incredible accomplishment. If positive name drops are not a threat, tweeting someone is rude is not either. But now the entire world knows this GA was rude.

I Believe the only threat was to her ego and her job.

 

[Hrhpd]

I'm not following how the tweet was a threat.

Were all of SWA's 1.6 million plus twitter followers going to spontaneously show up in Denver (or whatever city it was), get through security and descend upon the gate? That would be an incredible accomplishment. If positive name drops are not a threat, tweeting someone is rude is not either. But now the entire world knows this GA was rude.

I Believe the only threat was to her ego and her job.

Unless other passengers who witnessed the altercation weigh in, we really will never know how Mr. Watson was acting once he got on the plane.

Southwest is claiming that he was not removed because of the tweet, that the situation escalated once he was on the plane. Since they specifically said not because of the tweet, it was not the tweet that they are referring to when they say things escalated.

That means something else happened while he was on the plane that caused the pilot, flight attendants or anybody else on the plane decide that he needed to be removed.

As others have said up-thread, if he continued to rant about how poorly he was treated, that will get you pulled off a plane on any airline.

So, at least according to Southwest's version, it wouldn't have mattered if he sent the tweet when the plane was in the air, it wasn't the tweet that got him pulled, but that the situation continued to escalate once he was on the plane.

 

[thedonduck]

Unless other passengers who witnessed the altercation weigh in, we really will never know how Mr. Watson was acting once he got on the plane.

Southwest is claiming that he was not removed because of the tweet, that the situation escalated once he was on the plane. Since they specifically said not because of the tweet, it was not the tweet that they are referring to when they say things escalated.

That means something else happened while he was on the plane that caused the pilot, flight attendants or anybody else on the plane decide that he needed to be removed.

As others have said up-thread, if he continued to rant about how poorly he was treated, that will get you pulled off a plane on any airline.

So, at least according to Southwest's version, it wouldn't have mattered if he sent the tweet when the plane was in the air, it wasn't the tweet that got him pulled, but that the situation continued to escalate once he was on the plane.

Seems like back tracking since when he deleted the tweet he was allowed back on board. If the situation continued to escalate why in the world would SW allow him back on a plane.

 

[Hrhpd]

Seems like back tracking since when he deleted the tweet he was allowed back on board. If the situation continued to escalate why in the world would SW allow him back on a plane.

It is only Mr. Watson's version that says he was allowed back on the plane once he deleted the tweet.

Southwest's version is different, that he was removed because of an escalated situation, he was spoken to, and was allowed to reboard and continue.

Somewhere in the middle is the truth.

It is funny that many in the industry who are posting their point of view are not slamming Southwest for how they handled the situation, but for responding on what they did. They should have just kept quiet about the situation and how it was handled.

 

[Lisa loves Pooh]

Unless other passengers who witnessed the altercation weigh in, we really will never know how Mr. Watson was acting once he got on the plane.

Southwest is claiming that he was not removed because of the tweet, that the situation escalated once he was on the plane. Since they specifically said not because of the tweet, it was not the tweet that they are referring to when they say things escalated.

That means something else happened while he was on the plane that caused the pilot, flight attendants or anybody else on the plane decide that he needed to be removed.

As others have said up-thread, if he continued to rant about how poorly he was treated, that will get you pulled off a plane on any airline.

So, at least according to Southwest's version, it wouldn't have mattered if he sent the tweet when the plane was in the air, it wasn't the tweet that got him pulled, but that the situation continued to escalate once he was on the plane.

The "escalation" could been as simple. As we have no passengers speaking up on this "escalation", I'm incline to believe it was very minor and was simply the passenger not being inclined to delete a personal and non-threatening tweet. Given this likely delayed the departure of the flight--it is amazing it was resolved so quickly and he could get back on. Delays can be costly to the airline.

I understand we live in a post 9/11 world. I also understand that airlines know what vocabulary they can use to get the results they wish.

And yes, it would make me think twice about flying with them. As fun as their comedy routines are--heaven forbid they don't like a non-threatening opinion.

 

[sunshinehighway]

Oh my goodness.
The tweet that they showed on that video was not a screen capture. It was the first set of words that Mr. Watson said he tweeted.

The guy himself says he tweeted the name and location of the gate agent.
This is what he said he tweeted:
"I said in caps: RUDEST AGENT IN DENVER. KIMBERLY S. GATE C39. NOT HAPPY @SWA," Watson tells KARE 11.

The tweet in the video only shows the part that says Rudest Agent in Denver.

The tweet was what it was. The guy who tweeted it said so himself.

And where are you getting that it was the gate agent that specifically handled the situation?

Was the guy wrong? Yes
Did Southwest go overboard? Probably
As said previously, the actual truth of what happened is somewhere in the middle.

But it won't affect Southwest at all. They will post a few more videos of their flight attendants making fun speeches at the beginning on social media and everybody will think they are the fun airline again.

The tweet was exactly what he said it was. Go back and read the posts about how it must have been way worse if that is what he was admitting. There were plenty of posts saying he must have tweeting something much worse than what he says he did. Turns out. . He didn't do now there had to be something new so let's say he was belligerent and ranting once he boarded.. yeah that's must have been it.

Oh and Southwest never said the conversation continued to escalate on the plane.

Should this one incident affect them? No
If poor customer service and pulling people off planes out of spite become the norm then it will. It's just one incident for people to be aware of. If nobody ever complains about these types of things then the problem will never be known and fixed.

 

[Ceila]

The tweet was exactly what he said it was.

I may have missed something, but has there been any actual proof (i.e., a screenshot of it, etc.) of what was in the original tweet, other than what Watson claims he said?

 

[gwynne]

I may have missed something, but has there been any actual proof (i.e., a screenshot of it, etc.) of what was in the original tweet, other than what Watson claims he said?

Nope. No proof. And JMO, but I'm waiting to see if Mr. A-lister sues. I have a feeling the full text of what he REALLY tweeted (rather than his lame "something like...") might not be viewed as acceptable. He knows SW knows exactly what he said and did. They have it in writing, and it's very possible they have him on camera, too.
When he hires Jackie Chiles I might start paying attention again. In the meantime, SW really just gave him basically nothing. Three 50.00 vouchers? Gosh, for all his A-lister bluster, I'd think he'd be going after more.

 

[Ceila]

Nope. No proof.

Thanks, that's what I thought. I can't figure out why anyone on this thread is claiming to know what the original tweet said. All we have to go on is the word of one very pissed off guy.

 

[kaytieeldr]

Southwest's statement doesn't say the incident continued on the plane. It says he was taken off the plane to resolve the conversation.
It's a carefully worded, vague statement.
Of course the now that the actual tweet is out and it's not what people thought, they have to come up with a new reason he was kicked off beyond just the tweet.

If this guy is on the plane ranting about the GA or his conversation with her, no way is Southwest letting her be the one to handle it.

In that interview I linked, Southwest' a CEO actually says employees should de escalate, not escalate a situation and that mistakes were made. Seems like he's saying the GA was the one who escalated the conversation or continued to.

You really believe that was th original, unedited tweet?

 

[skylizard]

And the tweet.... (from someone else re-tweeting before it got deleted).

 

[dennis99ss]

Lot of bashing the "entitled ones" here. well, I am one of those "entitled ones". I am a Global member of United. And, I absolutely love United for it. There is absolutely no way, unless I am on a foreign route between foreign cities that United or its partners do not serve, that I even think about using someone else.

But, do I feel "entitled", absolutely. United gives me perks, as a thank you for the miles I fly, at the fare structure I fly, and for the routes I am on. I don't know how Global is given out, but I do believe it is miles x fare x routes. So, the perks United gives me are not because of any other reason but for the wear and tear I have on my backside from airplane seats, and, I look at it as a small measure of pay back to me for the time that I am away from my family. They let me board first so I can put the bag over my seat, and not some 10 rows away. They ask me for my dinner order first, so I have the choice before things are already gone. They make sure I make connections, and, when I have been snowed in, have done absolutely everything possible to get me on that flight that will leave. And, when I fly on vacation with the family, they are treated the same way. Although United is bashed a lot, they are defended by me. And no, I do not work for United.

And yes, I get the grumbles when I walk in front of everyone when Global is called first. On the rare occasion that some jerk is loud enough and says "hey, we are all in group one", I just look and say good for you.

So, does the tweeting A lister feel entitled, yes. Should he, sure, the airline GAVE HIM the perks.

Now, regarding the gate agent not allowing his family to board with him--stupidest thing in the world. One of your best customers is flying with his family, and you are dissing him. He flies 50-100 flights a year (I really don't know SW rules so that is a guess) and probably pays business prices, and the one time he flies with his family you say sorry dude--

I don't care if it is against the "rules". it is common sense, good customer with his kids, and you don't let him on where he is used to being let on. give me a break.

Moving to the tweet, and being pulled off--biggest bone head move ever. Gate agent was worried her job would be impacted when the tweet was read, so she threatened him to remove it. I bet she wishes she would have just let it go. SW taking great heat over this, and, you know the saying about dung flowing downhill.

I know I will be flamed, but, just my .02

 

[LBIJim]

Nope. No proof. And JMO, but I'm waiting to see if Mr. A-lister sues. I have a feeling the full text of what he REALLY tweeted (rather than his lame "something like...") might not be viewed as acceptable. He knows SW knows exactly what he said and did. They have it in writing, and it's very possible they have him on camera, too.
When he hires Jackie Chiles I might start paying attention again. In the meantime, SW really just gave him basically nothing. Three 50.00 vouchers? Gosh, for all his A-lister bluster, I'd think he'd be going after more.

Southwest has both sides of the story and has acted the way it sees fit. The $50 vouchers appear to be a deliberate insult disguised as a goodwill gesture. It's like an eff-off good riddance parting gift to the guy. Apparently Southwest has decided it doesn't need customers like him. Any negative publicity they're getting will be forgotten in a few days. The story is already old news.

As for Mr. A-list suing, I doubt it. Even Jackie Chiles wouldn't be foolish enough to take this case. The dude already got his 15 minutes, which was probably his objective by whining to the media. But it appears he was seriously miscalculating all along. First, he believed his status would make the gate agent kiss his behind. Secondly, instead of attempting to resolve his dispute in a mature way, he blabs to the media. While they were sympathetic to his being yanked from the plane, they still portrayed him as a jerk. Finally, he must realize by now that comments on various websites, including here, are at least 75% against him. Nah, he's not going to sue. He'll shut up rather than risk further humiliation.

As for the gate agent being rude, who knows, but some people interpret a simple "no" as being the rudest thing they ever heard.

 

[drinkme]

Lot of bashing the "entitled ones" here. well, I am one of those "entitled ones". I am a Global member of United. And, I absolutely love United for it. There is absolutely no way, unless I am on a foreign route between foreign cities that United or its partners do not serve, that I even think about using someone else. But, do I feel "entitled", absolutely. United gives me perks, as a thank you for the miles I fly, at the fare structure I fly, and for the routes I am on. I don't know how Global is given out, but I do believe it is miles x fare x routes. So, the perks United gives me are not because of any other reason but for the wear and tear I have on my backside from airplane seats, and, I look at it as a small measure of pay back to me for the time that I am away from my family. They let me board first so I can put the bag over my seat, and not some 10 rows away. They ask me for my dinner order first, so I have the choice before things are already gone. They make sure I make connections, and, when I have been snowed in, have done absolutely everything possible to get me on that flight that will leave. And, when I fly on vacation with the family, they are treated the same way. Although United is bashed a lot, they are defended by me. And no, I do not work for United. And yes, I get the grumbles when I walk in front of everyone when Global is called first. On the rare occasion that some jerk is loud enough and says "hey, we are all in group one", I just look and say good for you. So, does the tweeting A lister feel entitled, yes. Should he, sure, the airline GAVE HIM the perks. Now, regarding the gate agent not allowing his family to board with him--stupidest thing in the world. One of your best customers is flying with his family, and you are dissing him. He flies 50-100 flights a year (I really don't know SW rules so that is a guess) and probably pays business prices, and the one time he flies with his family you say sorry dude-- I don't care if it is against the "rules". it is common sense, good customer with his kids, and you don't let him on where he is used to being let on. give me a break. Moving to the tweet, and being pulled off--biggest bone head move ever. Gate agent was worried her job would be impacted when the tweet was read, so she threatened him to remove it. I bet she wishes she would have just let it go. SW taking great heat over this, and, you know the saying about dung flowing downhill. I know I will be flamed, but, just my .02

Good post!

SWA is known for their great customer service. I've gotten lots of "perks" from them before. The gate agent blew it on this one.

 

[maxiesmom]

dennis99ss--I agree pulling the guy from the plane was a bone-headed move. Everything else, nope. All it is is a rant on how entitled someone feels because they don't have to follow the rules as they are a priority customer. His children were not entitled to board with him. They were not! He should have been grateful they allowed it in the past, as it is against the rules. Not pitching a fit the one time they didn't allow it. His kids were old enough to board on their own, or he could have stepped back and boarded with them.

No difference in this than in all the posts "I spent $10,000 on my Disney trip! I should have a bus go by my resort every 5 minutes, and Mickey should great me himself at the parks!" There are many that sound like that, and they are just as revolting.

Entitlement is a very ugly thing. People need to step back and be grateful for the perks they are sometimes given, not nasty and upset when they are not.

 

[sunshinehighway]

dennis99ss--I agree pulling the guy from the plane was a bone-headed move. Everything else, nope. All it is is a rant on how entitled someone feels because they don't have to follow the rules as they are a priority customer. His children were not entitled to board with him. They were not! He should have been grateful they allowed it in the past, as it is against the rules. Not pitching a fit the one time they didn't allow it. His kids were old enough to board on their own, or he could have stepped back and boarded with them.

No difference in this than in all the posts "I spent $10,000 on my Disney trip! I should have a bus go by my resort every 5 minutes, and Mickey should great me himself at the parks!" There are many that sound like that, and they are just as revolting.

Entitlement is a very ugly thing. People need to step back and be grateful for the perks they are sometimes given, not nasty and upset when they are not.

Based on the conversation he says occurred how was he nasty? He said he asked if it was a change in policy and she got snippy. It escalated from there. Asking a question when a policy is unclear is being nasty?
His account is his tweet about her being rude was about the way she spoke to him when he asked if the policy had changed.
Based on the fact that she had him pulled off the plane because of the tweet, it does seem likely she got snippy when he questioned her about the policy.

 

[Bluestars]

People should know not to make negative comments about the airline employees until after you have arrived at your destination.

On a recent flight, I was at a small airport and they scanned my purse about five times. Then they emptied out every item inside of my purse. There was nobody else in line behind me, so I guess they had time to kill. The ordeal took almost 10 minutes. My husband and son were waiting for me on the other side. I kept a smile on my face and didn't say a word. I didn't say a word after I got through and sat down at my gate. Getting angry at the employees and letting them know it won't get you to your destination.

The guy was not smart to tweet about it. If the lady had given him her last name, he probably would have tweeted that too. Also, people should not expect an employee to break the rules. If it's a rule, then it's a rule. It might be a stupid rule, but that's not the fault of the employee. There was no reason for the employee to be rude to him, no matter how he acted though.

 

[kaytieeldr]

Lot of bashing the "entitled ones" here. well, I am one of those "entitled ones". I am a Global member of United. And, I absolutely love United for it. There is absolutely no way, unless I am on a foreign route between foreign cities that United or its partners do not serve, that I even think about using someone else.

But, do I feel "entitled", absolutely. United gives me perks, as a thank you for the miles I fly, at the fare structure I fly, and for the routes I am on. I don't know how Global is given out, but I do believe it is miles x fare x routes. So, the perks United gives me are not because of any other reason but for the wear and tear I have on my backside from airplane seats, and, I look at it as a small measure of pay back to me for the time that I am away from my family. They let me board first so I can put the bag over my seat, and not some 10 rows away. They ask me for my dinner order first, so I have the choice before things are already gone. They make sure I make connections, and, when I have been snowed in, have done absolutely everything possible to get me on that flight that will leave. And, when I fly on vacation with the family, they are treated the same way. Although United is bashed a lot, they are defended by me. And no, I do not work for United.

United won't publicize the criteria for Global First membership,but it's by invitation only.

In researching that, I wasn't able to find any policy at all regarding travel companions. Southwest publishes their policy online limiting priority boarding to just the passenger.

 

[Ceila]

Based on the conversation he says occurred how was he nasty? He said he asked if it was a change in policy and she got snippy. It escalated from there. Asking a question when a policy is unclear is being nasty?
His account is his tweet about her being rude was about the way she spoke to him when he asked if the policy had changed.
Based on the fact that she had him pulled off the plane because of the tweet, it does seem likely she got snippy when he questioned her about the policy.

Again, you are making assumptions you can't make. You have no idea what tone he used, or what tone the agent used, and those factors could definitely play into what happened. Unless other witnesses speak up, we'll really never know how much either party was at fault.

 

[sunshinehighway]

Again, you are making assumptions you can't make. You have no idea what tone he used, or what tone the agent used, and those factors could definitely play into what happened. Unless other witnesses speak up, we'll really never know how much either party was at fault.

I'm going by his description of the situation (which I mostly believe). There's been plenty of assumptions made about what he did based on nothing. Where has any witness spoken up and said he was rude, belligerent, ranting on the plane, threatening, sending out multiple threatening tweets? That's all been assumed here. Oh and lying about it being the GA who met and spoke with him when he was taken off the plane. .. that's been said too.