Sorry for not responding to dozens of e-mails about this story today but I have been away from my computer all day long and had very limited wifi or cell signal. On to the topic at hand (need a recap? See Live and Let Fly’s post about the timeline).
Now before you tell me Delta did not actually admit to fault notice what they have just posted about the incident on the Delta News Hub:
Delta Air Lines issued the following statement today regarding Flight 2222 on April 23:
“We are sorry for the unfortunate experience our customers had with Delta, and we’ve reached out to them to refund their travel and provide additional compensation. Delta’s goal is to always work with customers in an attempt to find solutions to their travel issues. That did not happen in this case and we apologize.” – News.Delta.com
Now you DO NOT refund someone’s tickets and also provide additional compensation and also apologize if you are in the right. So, this tells me Delta is in the wrong on this one and has admitted it. Beyond that I would not be shocked to hear the Delta FA who threatened the family with jail time is likely no longer employed with Delta (remember no unions for Delta FAs).
Next, anyone who is a frequent flyer, knows the family did not follow the rules. They may or may not know the way it all works. Either way they were also in the wrong here but that does not excuse the way Delta people ended the situation. The simple fix for Delta CORP now is to say sorry, pay out small composition and hope this goes away ASAP (smart move)!
The bottom line on this, and every situation that will come up for years to come, is the airlines are now in fear of the endless news cycle of them treating customers badly again and again and again. They are in fear, not of us, but of the time when there are perhaps new laws that will cost their bottom line and impact the share price. All it will take is one or two more of these events for that day to be at hand. – Rene