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Speaking Up
ChrisCrossings · December 28, 2000

Last week's column about a woman and her family who were removed from a Delta Air Lines flight sparked outrage among readers. Many wrote in to criticize the carrier for the way it handled the incident, but others e-mailed to say the ejected passenger isn't alone. Here are just a few of the responses:

Q: Did you or someone get an official comment from Delta? Assuming that the story has at least some validity, they must have investigated it.

-- Carl Gehr

A: Yes, here it is:

Prompt, courteous service is stressed at Delta, and we make it very clear to our personnel that inefficiency or indifference will not be tolerated. Our people are given careful training when they are hired.

In the same token, it is a Federal Law that the crews that work an aircraft be given the freedom to handle a situation if it appears a passenger is out of control, or they feel that anyone's safety is in jeopardy. The law says an airline employee must be given that discretion from Delta.

Please accept our apology for the poor impression and we would welcome further opportunities to be of service.

Q: Over this past year I have noticed a marked change in the manner in which flight attendants handle passengers.

First off, there seems to be an increased fear of passengers that borders on contempt. Any and all reasonable requests for accommodation that are denied are done so on the basis of "safety". It seems as though this is the new mantra among flight attendants. Any reasonable expectation of customer service is now gone.

Flight attendants are the new stewards of "safety". I think this is interesting because it appears to be the perfect and final answer to just about any problem that may arise. Should you decide to argue your case to any degree, you will quickly be labeled as some sort of malcontented agitator.

What reasonable person could ever argue with safety? Do so at your own peril.

-- Robert Anna

A: That's fascinating. I did report on this apparent trend just as it started happening about a year ago, when I still wrote The Crabby Traveler for ABCNews.com. Looks as if it's just gotten worse.

Q: I'm afraid the story about Ms. Garza's flight from Orlando sounds like a whole lot of baloney.

I am currently a flight attendant for Delta Air Lines and I do primarily international routes from New York. But I've done plenty of my share of Orlando flights packed with unruly children and diva mothers.

It is not the typical businessman's flight. These ladies come on carrying car seats, strollers, and bags and bags and bags and then ask us to put it all away for them. Then they let their little children run around the plane slipping all over on those nasty floors.

Don't get me wrong; there are many wonderful families that I've met on those flights. But Ms. Garza's story doesn't make sense. In order to get a red-coat, she must have done something really serious.

I do not believe for one minute that she smiled and apologized and calmly took her seat when they checked her bag. In five years, I've never seen that happen. Looks like Ms. Garza got kicked off for her attitude (yes it can happen) and now she would like a little attention and ego repairing. In order for the red-coat to have kicked off her whole family, she must have given him bad attitude too.

I've had passengers kicked off several times but it was for threats, assault (grabbing girls), fighting each other, and even upgrading themselves. Ms. Garza was probably trying to make her own rules on the flight and would not comply with crewmember instructions. I'm sure we have not heard the whole story.

-- Maggie R.

A: I agree that there's one side of the story we should have - the flight attendant's. But that's all but impossible unless she decides to come forward.

Q: The writer tells an interesting story of abuse by an airline employee. If it were completely accurate I'd say that the writer probably has good grounds for a lawsuit. However, she did admit in her letter to trying to board the plane with four carry-ons.

If everyone was similarly loaded down as she was, then I'd say that she and her party are a perfect example of the kind of passengers that other passengers complain about; lots of kids, lots of carry-ons. I would love to hear the side of the story told by the flight attendant who kicked her off the flight. I know that is going to be pretty hard to come by but it would be great to hear what he/she has to say.

-- Alan Weaver

A: As I already mentioned, it would be nice to have the attendant's perspective.

Q: We have heard several complaints from our customers about "rogue" Delta flight attendants out of the Orlando hub. Suggest to your reader (or her attorney) that she write a strongly worded letter of protest to Leo Mullen, CEO of Delta Air Lines.

-- Greg Nieberding

A: OK, Greg. Consider it done.

Q: Chris, seems to me that she might have good cause for legal action against Delta. Since the names of the passengers who were in the plane, near her, would be known to Delta, they could be witnesses. Once a suit were filed, I believe that Delta would have no choice but to disclose those names, and what other information was available - probably enough information to be able to identify some witnesses and depose them.

-- Ernie Fine

A: I believe a lawsuit is in the works. My understanding is that attorneys for the passenger have been in contact with Delta. We'll see what happens.

Q: I just read the story about the woman on Delta and I'm almost not surprised. I don't fly Delta very much, but I had a problem last week, in the same vein (although not nearly so bad).

I was on a crowded flight (from Memphis to Atlanta, connecting to Philly) and Delta picked out five women and we were told we had to check our carry-ons. All five women had rather small carry-ons, while plenty of men on the flight had oversized bags. All five women had connections, one international.

Delta didn't seem willing to work with any of us. Just give them your little bag or get off the flight.

Clearly Delta doesn't view women or children as important customers. Please suggest to the woman who wrote in that in the future she ought to consider US Airways or American Airlines. These airlines are less successful, so they try to be nice to everyone. United has been OK since their problems, also.

-- Louise Spergel

A: I think that's a good suggestion. If only the government could enforce the laws on its books and dissolve what is clearly an airline monopoly, then maybe we'd have a choice about which carrier to travel on. However, I suspect that many of us are stuck with the airline we use - there are simply no other choices.

Christopher Elliott's column appears on Thursdays. All e-mailed questions to ChrisCrossings become property of Ticked.com and may be edited, condensed or republished at the site's discretion. You may reach Elliott at chris@ticked.com. Or visit his home page at http://www.elliott.org.