Delta Air Lines has responded to the "derogatory" tirade that conservative author Ann Coulter directed at them throughout the weekend. It was only when Coulter began tweeting on Saturday that Delta became aware of the issue, the airline added.
Delta said Coulter had originally booked a window seat in an exit row, but changed it to one in the aisle less than 24 hours before. Delta says it "inadvertently" moved Coulter as passengers were boarding and it was "disappointed" with Coulter's remarks. "'We're sorry you did not receive the preferred seat you paid for and will refund your $30", Delta tweeted back to Coulter, but they also told her they found it "unacceptable" that she was tweeting about their other customers and their employees.
Predictably, Coulter's fans lined up behind her and her critics defended and even praised Delta. She did not address the tenor of her tweets (surprise!), but Coulter has signaled that this is not what she deems to be a proper explanation.
A look through the airline's past tweets shows a customer service representative tried to contact Coulter at the time of her problem. Then she insulted the passenger, calling her a "dachshund-legged woman". In fact, she was placed in another seat in the same row, switching from an aisle seat to a window seat.
"It appears her new seat was in the same row, just not the exact seat she had selected", a Delta spokesman said Sunday morning.
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For Coulter, the $30 refund felt like an extra slap in the face. "Her actions are unnecessary and unacceptable", said the Delta statement.
Ms. Coulter went on to complain that Delta "spends all this $$$ on handsome aircraft & then hire Nurse Ratchets as flight attendants & gate agents", a reference to Nurse Ratched, the character known to be an overly strict enforcer of the rules in "One Flew Over the Cuckoo's Nest".
The outspoken commentator not only conveyed her fury in a tweet, but she took pictures of the other passengers in her area as well as the airline attendants to apparently prove her point on her cramped surroundings.
Each of our employees is charged with treating each other as well as our customers with dignity and respect. And we hold each other accountable when that does not happen.Delta expects mutual civility throughout the entire travel experience.