ATLANTA, Nov. 28, 2016 /PRNewswire/
-- CEO Ed Bastian shared
the memo below with all Delta Air Lines (NYSE: DAL) employees
today.
Internal Memo
Date: November 28, 2016
To: Delta Colleagues Worldwide
From:
Ed Bastian
Subject:
Disruptive Passenger on DL248
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.
Ed
About Delta
Delta Air Lines serves nearly 180 million
customers each year. In 2016, Delta was named to Fortune's top 50
Most Admired Companies in addition to being named the most admired
airline for the fifth time in six years. Additionally, Delta has
ranked No.1 in the Business Travel News Annual Airline survey for
an unprecedented five consecutive years. With an industry-leading
global network, Delta and the Delta Connection carriers offer
service to 312 destinations in 54 countries on six continents.
Headquartered in Atlanta, Delta
employs more than 80,000 employees worldwide and operates a
mainline fleet of more than 800 aircraft. The airline is a founding
member of the SkyTeam global alliance and participates in the
industry's leading transatlantic joint venture with Air
France-KLM and Alitalia as well as a joint venture with Virgin
Atlantic. Including its worldwide alliance partners, Delta offers
customers more than 15,000 daily flights, with key hubs and markets
including Amsterdam, Atlanta, Boston, Detroit, Los Angeles,
Minneapolis/St. Paul, New York-JFK and LaGuardia, London-Heathrow,
Paris-Charles de Gaulle, Salt Lake City, Seattle and Tokyo-Narita.
Delta has invested billions of dollars in airport facilities,
global products and services, and technology to enhance the
customer experience in the air and on the ground. Additional
information is available on the Delta News Hub, as well as
delta.com, Twitter @DeltaNewsHub, Google.com/+Delta, and
Facebook.com/delta.
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SOURCE Delta Air Lines