Tech Talk Tuesday: Kevin Smith, Southwest Airlines and Fatitude

Yes I did. I called it a fatitude.We have a collective attitude about fat, and individually everyone has one. Some of us whisper our opinions, this week Southwest Airlines and Kevin Smith are very vocal about their fatitudes.

Do not be deceived. Kevin Smith’s row with Southwest Airlines is not about fat, it’s about deciding who your customers are. The story is (yippee) once again about technology in our every day lives.

For those of you who are not as totally in love with the internet as I, let me bring you up to speed. Kevin Smith is a film writer, actor and producer. He is a hard working guy, made famous by the movie Clerks, however I know that the best day of his acting career was when I visited the set of Jay and Silent Bob Strike Back. Really, I have it on good authority that this was the best day of his working life.

What is not disputable is that Kevin Smith is a celebrity who is clever, hardworking, successful and fat.

Kevin Smith was kicked off a Southwest Airlines flight for being too fat.

Ouch a personal dig at Captain Leysath.

And why do you think that is? I say it’s fatitude. Kevin Smith knows he’s fat. Obviously, the man spends his life surrounded by cameras. Now, how does Kevin feel about being fat?

On February 13, 2010 Kevin Smith clearly felt humiliated by his fatness. Well, maybe not by his size, but certainly by Southwest Airline’s reaction to his size.

Apparently humiliating Kevin Smith on an airplane wasn’t enough for them. Southwest’s blogger Christi Day wrote about the incident on the Southwest Airlines blog. Amongst a few other bits of doublespeak and PR spin she added:

Mr. Smith originally purchased two Southwest seats on a flight from Oakland to Burbank – as he’s been known to do when traveling on Southwest.  He decided to change his plans and board an earlier flight to Burbank, which technically means flying standby. As you may know, airlines are not able to clear standby passengers until all Customers are boarded. When the time came to board Mr. Smith, we had only a single seat available for him to occupy.

It’s nicely written isn’t it? Well, it may or may not be true. According to Kevin it is not true.

“But the last paragraph is still all about your two seat rule. By including it, you guys are still saying I was Too Fat To Fly – or at least NOT correcting it. You even say ‘You’re not here to debate the decision the Employees made.’ But when we spoke, you told me they were wrong, and THAT’S why I was happy and ready to drop all this. I don’t want your money, I just want you to put in print what you told me: that I was grabbed because I was the last guy on, not because I didn’t fit with the arm rests down, or because I couldn’t buckle the seat belt. Because I did. And we both know this.”

When I read that last bit it is identical in tone to the two tweets I have posted above. How? This has nothing to do with an airline flight. This has nothing to do with Kevin’s size. This is about how Southwest Airlines treats people.

Ms. Day’s apology was basically “Kevin we’re really sorry you’re so fat”

Kevin’s complaint is “You’re really hurting my feelings. A lot. Over and over again, just say you’re sorry for hurting my feelings.”

There are two different converstaions being had. Although Southwest is known for listening on twitter, I wonder if anyone is really hearing. Do they get the tone? Kevin Smith called the rest of the world “normies” this isn’t about airline travel.

Matthew Yeomans incorrectly calls this digital populism. The Kevin Smith story would have been a story no matter what. He’s connected, he’s too rich to have to fly Southwest and he’s part of the media. Yeomans also goes on to say:

The combined net effect is that companies find themselves reading attacks on their reputation (whether warranted or not) in the social media sphere before being able to check on the merits of the complaint or how and if they need to rectify it. Sometimes those complaints appear blown out of all proportion (Motrin Moms anyone?) while other times they simply shine a very bright light on a company’s incompetence in a crisis.

Being present on twitter doesn’t mean you’re listening. It just means you’re there. When someone with 1.6 million readers (that you know of) is thrown out of your business, you’d better be sure you’ve made the right move.

When it comes to airline travel Southwest may be a great airline for many people. I know if I’m on a Southwest flight there’s less of a chance that I’ll have to share my seat with someone who is unable to fit in just one. I guess that’s good for someone like me. What bothers me is that Southwest clearly made a mistake as Kevin hopped onto another of their flights a short bit later and fit in the seat. So if they make a mistake with my seat, my luggage or (heaven forbid) my children should I expect Southwest to write about my personal details?

I think not.

* I changed the link in Matthew Yeomans’ quote because I figured I could use the traffic more than Slate.

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Comments 9

  1. Obesity is everywhere but nobody wants to talk about it. Especially not in this sort of context.

    Thanks for shedding a little light into the situation for me (on here and on Twitter earlier). I wasn’t looking at this way before, but now I see it differently.

  2. I love you. You did so good on this. So good. I know you don’t need that to sleep at night but I just wanted to let you know.

  3. I heard bits and pieces, but thanks for writing this!
    I know that the customer is always right is a fallacy, but still, I wouldn’t mind if companies ASSUMED we were right first before simply defending their position.

  4. I’ve got no problem with what Southwest said or did. They weren’t rude. They have their policies and simply aren’t rolling over under public scrutiny the way most spineless, lawyer-fearing corporations do.

    Here’s the deal,the way I understand the events:

    The guy originally bought two seats, which means even he knew he needed two seats. Apparently, the flight he tried to catch didn’t have those two seats, so Southwest followed a pretty logical course of reasoning: “The dude needs two seats, we don’t have those two seats on this flight. We’ll find a flight where we can get him the two seats he needs.”

    Hey, some people are too short to drive off-the-lot cars. They have to make adjustments in order to reach the pedals or see over the steering wheel. Some people need two seats to fit safely and comfortably on an airline.

    And that’s just the way it is.

    Now can we quit the whining and get back to real, productive work?

    Rob Frankel
    http://www.robfrankel.com

  5. See, that’s what gets me. The man wants an apology ; they want to cover their collective butts. I was horrified to see them posting personal details about the way he travels, and I agree, I would be furious if they did that about me or my children. How I travel, when I travel, is my business, not the entire Internet’s — regardless of what I’m saying.

    He’s a person who deserved to be treated with respect. He clearly was not. For that, they should apologize. The ill will they’re creating is significant. Sigh.

  6. Wow this guy has blown up nicely. The last time I saw blubber boy he was thin. Been a few years of course. Of course money and success equals having new friends. Porterhouse, T-bone, ribeye, filet mignon. Oh and sirloin. Yeah I know those guys. I bet when he goes jogging he leaves potholes. I bet when he goes to a restaurant and looks at the menu, he tells the server “OK”. He probably goes to the tall and fat store. They have miles and miles of fabric, in all shades and colors. But hey, if you want to look thin……you hang out with fat people. A real chubby tubby tub toy he has become. Good luck with your career lard bucket. He-he.

  7. I saw in another post screenshots of Kevin Smith’s Twitter tirade against Southwest. I think it was one thing to be upset, but I he got a bit wrapped up in it. Fatitude describes it perfectly! And I like Kevin Smith.

  8. I haven’t followed the issue closely enoough to have an informed opinion.

    But I think you raise a very good point generally. Companies get big props for being “present” in social media. But as you noted, “being present on twitter doesn’t mean you’re listening. It just means you’re there.”
    And for a company being “there” means an obligation to being courteous, consistent, fast and thoughtful all at the same time. I’m not sure a lot of companies are able to handle social media for anything more than pushing out pre-approved messages.

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