Remember That Trump-Tirade Flight? Culprit Is Banned From Delta, Everyone Else Gets A Refund

As I wrote about yesterday, last week video footage emerged of a Trump supporter getting up and yelling at passengers, calling them “Hillary Bitches,” and saying that “Donald Trump is your president, every goddamn one of you.”

Yesterday Delta responded to this incident, apologizing for not kicking off the passenger. I gave Delta kudos for acknowledging what happened and apologizing.

Well, it looks like they’re taking it a step further. Today Delta’s CEO, Ed Bastian, sent out a letter to employees indicating that the passenger in question is banned from Delta, and Delta will be refunding the cost of tickets for passengers on that flight, and asking employees to ensure “civility on [their] planes.” Here’s the letter:

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 long been brilliant when it comes to reactive PR, and this is no different. Refunding the ticket costs of those onboard is over the top, really, and kudos to him for saying he has employees’ backs.

I just hope this is interpreted correctly. The issue is that this goes both ways. While this passenger should have been removed from the flight, we also know that since 9/11 there are many airline employees on power trips, who feel like they can remove passengers from planes for just about anything. For example, take this American employee who threatened to have a passenger arrested for taking a video.

Anyway, well played Delta, well played. They sure know how to turn negative press into something positive.

What do you make of Delta’s over the top response in this situation?

Comments

  1. Was the flight already in the air? I saw the video and I agree he should be banned but I am not sure I would have wanted my flight diverted! Especially since I always seem to have a connection too close for a delay! But I think it is awesome that they refunded money.

  2. @Bryan: “Too little, too late?” Do you think Delta should have given every passenger $10,000 cash on top of giving them a free flight, or what?

  3. People have been kicked off planes for all the wrong reasons lately, and he gets to stay despite having every reason to be kicked off.

    I wonder why.

  4. Perfect response from Delta. Actions speak louder than words, I was not on that flight but this action means a lot to me.

  5. This is all leftist political correctness which fuel the election of Trump. Democrats have been only concerned about social justice, like bathroom, BLM etc, under 8 years of Obama while ignore the economy pain in the Midwest states. it is so pathetic to see private company doing like this while no threat to aviation at all.

  6. Perfect response. I wondered why this guy wasn’t BFL after I read your post yesterday. Bastian got it right firing a shot over the bow to all would-be activist jerks on a Delta plane. Just hope this guy doesn’t decide to switch to AA.

  7. JG, LOL, you think a Billionare GOP canidadate is going to do anything but dog whistle for the racists?

    I got one hash tag for you.
    #HeilCheetolini

  8. Hey @jg

    Don’t like what Delta is doing? Then don’t fly with them. Doesn’t Trump have an airline? Oh, wait…it folded under his leadership. Hope that isn’t a harbinger of what he’s going to do to the US!

  9. @jg – Huh? This has nothing to do with PC. Who wants to put up with some unhinged, deranged POS ranting away during a flight. He was most likely previously banned from Greyhound which was the only reason he was on a flight in the first place.

  10. @jg – if protecting law-abiding citizens from harassment is what you mean by political correctness, please explain why any sane person would join the mission to destroy political correctness.

  11. @Imperator, you are right, I have not flied Delta for more than 10 years so that I do not need to use their skypesos.

  12. jg is a perfect example of a minimally-literate Trump supporter.
    While liberals may worry too much about who uses which restroom, you might want to worry a bit more about your lack of command of the English language.

  13. Once more Delta did the right thing. Last July my husband and I booked a Madison, WI to LaGuardia flight. There was mechanical difficulty and so, rather than have us wait for an afternoon flight, Delta paid for taxis to take all the passengers who wanted to go to the Milwaukee airport 75 miles away. We hopped a much earlier Delta flight and did n’t lose a day of vacation time. Delta has earned my loyalty.

  14. BRAVO to Delta …… but a little too late ……. this guy could have caused a real lot of trouble up in the air from the start and should have not been permitted to fly …… once up in the air, it is much harder to take care of a brewing problem , just like if someone tried to board the flight drunk …… it was very irresponsible of them to allow this person to fly …… they only reacted because of the backlash that people gave them ….. outrageous

  15. The Delta fun-police. Get over yourselves Delta. Thy did the right thing by letting the dude fly. How damn PC of them. This is why Donald won, to get rid of the elitists. They have now have 2 passengers who will never fly DL again. This one and me.

  16. The focus should be on how Delta handled a disruptive passenger and not what the guy was saying. If the guy had advocated sex with farm animals, this would be a very short story. But because big bad evil Trump’s name was used, people try to make it into a story.

    Kudos to Delta. Well done.

  17. It is deplorable (more than a basketful) how Trump supporters are constantly bullied and ridiculed. This guy on the plane was wrong for making a tirade, but hey – I guess he’s had enough with all the left-wing nutjobs! Yay for TRUMP! ~ DING – DONG THE WITCH IS DEAD ~

    !!!!!!

  18. He said the B word? Does that constitute as banning behavior? I was physically assaulted by a demented old bat for putting my seat back while flying cross country on a Delta flight (Seattle to DC) and all I got was free beer. They didn’t ban the woman who assaulted me.

    I wonder which candidates the Delta executives donated to? Actually I don’t, it’s clear. If a woman says the same things to Trump supporters, it’s conjured up as “freedom of speech” and “protests” and you’re a “bigot” or “racist” if you dare to disagree; while the guy was acting like a moron, a ban for life?! Wow. The double standards, the media ignoring the morons out there physically assaulting people because of their perceived political preference, are hilarious.

    Delta is awful and has the worst customer service in the industry, IMO based on frequent traveling. If Southwest does business in my traveling markets, I prefer them. Unfortunately, Atlanta, where I’m at now is a huge Delta hub. So I’m forced to fly them when they’re the only option.

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