“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,” the company said in a statement, according to NBC-affiliate KARE 11.
After assuring passengers that they aim to work with customers to resolve issues, they acknowledged, “That did not happen in this case and we apologize.”
The incident has led observers to wonder why airline employees were being so unmoving and uncooperative in working with the Schear family, citing federal regulations again and again rather than using common sense to resolve the situation.
Is blind adherence to federal regulation in a regulation-heavy industry biting the airlines in the back?
In other words, is government involvement worsening the quality of customer service at these private companies? Are airlines petrified about bending federal rules in fear of massive retributions?
Let us know what you think! We’d love to hear it.
Click here to comment, react to, or share this on Facebook.