Originally Posted by
gooselee
And yes, I place a higher standard on airline agents vs. pax when it comes to properly understanding and communicating the various airline policies and FAA regulations at play, as well as providing positive customer service even (and especially) when things are going sideways.
EXACTLY. Especially because the airline agents are the experts. These passengers are leisure flyers and - while they may have had ill intent - could have just as easily been misinformed by any DL agent along the process of modifying/purchasing a new ticket for the older son (how many times have I heard flat out WRONG info from the DM line - where the service and info should be most accurate?)
Originally Posted by
mysterym
my point is delta was unreasonable to not want to transport the family at all at that point.
I agree. And even if not on that flight (FA complained, captain complained, other pax complained - whatever) - they should have given them a hotel room and reaccommodated them on the next flight.
To simply cancel the remainder of their tickets is very surprising, especially in the absence of a physical or security threat.