A few days ago we wrote about an unruly pro-Trump passenger onboard a Delta aircraft. The video capturing his remarks went viral on the internet, and Delta apologized for not booting the passenger off the flight. I thought Delta struck a reasonable tone in their reactive response, saying that regardless of political stances, behaviors like that were unacceptable. They further mentioned that if the flight attendants had heard the passenger in person, he would not have been allowed to continue his journey.
Well, today, Delta CEO Ed Bastian issued a memo to Delta employees worldwide, offering proactive measures regarding the passengers involved. The passenger in question is now banned on all Delta flights, and all other passengers on the flight will receive a full refund of their tickets.
Thank you for the amazing job you did running our operation and taking care of our customers during the busy Thanksgiving holiday. At Delta, we strive to deliver a safe and reliable product while providing a customer experience that is second to none. You come to work every day prepared to serve our customers and to take care of each other while also dealing with the unexpected.
As you may have heard by now, last week a video began circulating around the internet showing a disruptive passenger on board a Delta flight. This individual displayed behavior that was loud, rude and disrespectful to his fellow customers. After questioning the customer, our team members made the best decision they could given the information they had and allowed him to remain on the flight. However, if our colleagues had witnessed firsthand what was shown in the video, there is no question they would have removed him from the aircraft. He will never again be allowed on a Delta plane.
Part of being a reliable travel partner and a servant leader is acknowledging our mistakes so we can learn from them and respond more effectively in the future. Delta has apologized to the customers onboard that flight. We are also refunding those customers the cost of their tickets.
I also want to make sure all of you know we have your backs. The heightened tension in our society means that now more than ever we must require civility on our planes and in our facilities. We must stay true to Delta’s core values and treat one another with dignity and respect. We also must remain committed more than ever to the safety of our customers and our crew members. We will not tolerate anything less.
Again, thank you for all you do.
Delta has been pretty good at responding to social media posts that concern the airline, and I think this will be a welcomed message to many people, from passengers to those that work with passengers.
What do you think of Delta’s action?