In emergency situations, you should follow crew instructions--they're best trained to handle such emergencies. But in every single instance? We have to follow every instruction someone gives because they work for a business? In what other industry would we tolerate that?
And in what other industry would we allow employees to treat customers this way, and with complete and total impunity?
Ann Coulter vs. Delta Air Lines is the latest battle over airline customer service to play out on social media.Contracts of carriage are so biased towards airlines; if they made more use of the power they're granted, people might just rebel enough to get the rules changed. Maybe. But why are they given such overarching power anyway? They're given this power by government--why do we allow it?
The conservative pundit began to fire off angry tweets about the carrier this past weekend after she was asked to move from a pre-selected seat with extra leg room on a Delta flight from New York to West Palm Beach, Florida. Delta (DAL) said Sunday it would refund Coulter $30 for the preferred seat she purchased, but criticized her "derogatory and slanderous comments" as "unnecessary and unacceptable."
So, can an airline really just move you out of a seat that you booked and paid for?
Long story short: They sure can.