Delta Learns Brutal Lesson After Booting Ann Coulter

Airlines are not having a great year. First, United Airlines received almost exclusively bad press after they forcibly removed a man from a flight.

Now, it looks like Delta Airlines is the latest brand with a public relations disaster on their hands. Delta just learned a brutal lesson about publicity after booting conservative commentator Ann Coulter from her seat.

In a series of tweets, the outspoken Coulter accused the airline of giving away her reserved place on an aisle with additional leg room. The six-foot-tall author and speaker had paid an upgrade charge for the seating.

“Just when you think it’s safe to fly them again, the worst airline in America is STILL: Delta,” Ann Coulter began. She was just getting warmed up.

 

“Does your union hate you, Delta? Not really worth spending all that money on planes when Delta gate staff give your seat away,” she posted just two minutes later.

“Why are you taking me out of the extra room seat I specifically booked, Delta?” she recalled asking an airline employee. The representative allegedly gave a puzzled reply.

“Flight attendant: ‘I don’t know’”, wrote Coulter.

The right-leaning firebrand also posted photos which seemed to confirm the situation. “Delta didn’t give my extra room seat to an air marshall [sic] or tall person,” she posted, along with a photo of the new occupant of her reserved seat. “Here’s the woman given my PRE-BOOKED seat.”

A seat change may not be the most dramatic problem in the world, but giving customers what they’ve paid for is Customer Service 101. Coulter’s frustration demonstrates a lesson that clueless companies apparently still haven’t learned: You can no longer get away with poor service.

In the age of social media, dropping the ball on customer service has serious consequences. In this case, Coulter relayed the problem to her 1.6 million followers on Twitter… most likely before the flight had even landed.

From once-powerful media brands like The New York Times to major airlines and everything in between, the past gatekeepers no longer control the market.

Technology has shifted more power to the individual, and the brands that don’t understand this will continue to fall behind.

What do you think of Ann Coulter’s situation and her response? Please share this story on Facebook and Twitter and let us know your thoughts.

Source: Delta Learns Brutal Lesson After Booting Ann Coulter

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