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(Washington Post)   Delta Airlines once again highlighted for its customer service, this time for its quintessential treatment of a double-amputee combat veteran   (washingtonpost.com) divider line 125
    More: Asinine, customer service, Walter Reed, National Airport, fights, prosthetic leg  
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10488 clicks; posted to Main » on 14 Dec 2012 at 9:31 AM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2012-12-14 06:14:45 AM
The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.
 
2012-12-14 06:51:39 AM
Stay classy Delta.
 
2012-12-14 07:11:06 AM
Congrats Delta, your superior customer service was at such a level of frustration/humiliation that you made a Marine cry. I have never heard of that before. You should be proud of achieving something unique 100 years into the history of commercial aviation.

There are times (very, very, VERY few of them) that I wish I was still flying around like I used to. However I stopped flying Delta years ago (lousy cust. service & extremely high prices near me combined with the whole TSA security theater fiasco - if I can drive there in 1-2 days I'll do that instead) so my threatening to take my business elsewhere means exactly nothing. Sadly this story really doesn't surprise me given the level of customer "service" (ha) throughout the entire airline industry. I'd have been interested to hear Delta's side of things but they are so deep into "CYA & hope it blows over" mode that even a call from a Washington Post's reporter isn't enough to wake them up to the idea that it might be better for them to say something.

All that said, why in the world was this guy trying to fly with a 104 degree fever? Even Alabama is medically advanced enough to have a VA hospital somewhere within an hour or two's drive of wherever he was (of course, with a 104 temp, any ER is a good one...). This story could be a case study in bad decision making on everyone involved's part.
 
2012-12-14 07:22:10 AM
I'm not seeing the huge problem here. The guy had to sit in his assigned seat at the back of the plane, instead of first class. Get over it.

/ Sounds like their reason for not letting him switch was that they were getting ready for takeoff... did they let him switch after takeoff?
 
2012-12-14 07:24:09 AM

serial_crusher: I'm not seeing the huge problem here. The guy had to sit in his assigned seat at the back of the plane, instead of first class. Get over it.

/ Sounds like their reason for not letting him switch was that they were getting ready for takeoff... did they let him switch after takeoff?


HE'S A WAR HERO. HOW DARE YOU INSINUATE WHATEVER THE HELL KIND OF DISRESPECT FOR THE MILITARY YOU'RE INSINUATING.
 
2012-12-14 07:33:10 AM

serial_crusher: I'm not seeing the huge problem here. The guy had to sit in his assigned seat at the back of the plane, instead of first class. Get over it.

/ Sounds like their reason for not letting him switch was that they were getting ready for takeoff... did they let him switch after takeoff?


Pretty much. The veteran angle is hyped because airlines treat all people in wheelchairs like that. Planes are not designed for them. Sad fact of life.

When I worked for a commuter airline, we had truly small aircraft and those super small wheelchair wheelie seats. It took several people to lift the passengers up and through the door (no jetways for little turboprops). It was fairly risky too: hard to hold on to and of course we received no training. We always explained the process in advance and some folks preferred to butt slide their way in rather than lets us amateurs drop them.

It may not be right but I don't think it's wrong because of his status or Delta specifically. All the airlines are like that. And believe me when it comes to getting people seated, doors closed, and getting off on time there are ALWAYS people trying to take control of the situation and change seats and do this and that because their particular circumstances are just so special.
 
2012-12-14 07:55:09 AM

AverageAmericanGuy: serial_crusher: I'm not seeing the huge problem here. The guy had to sit in his assigned seat at the back of the plane, instead of first class. Get over it.

/ Sounds like their reason for not letting him switch was that they were getting ready for takeoff... did they let him switch after takeoff?

HE'S A WAR HERO. HOW DARE YOU INSINUATE WHATEVER THE HELL KIND OF DISRESPECT FOR THE MILITARY YOU'RE INSINUATING.


War hero? I don't know. Doesn't sound like he threw himself on the land mine to save anyone. If you lose your legs in a car accident are you a car accident hero? Furthermore he lost his feet while on a foot patrol, he can't even follow orders very well.
 
2012-12-14 08:07:15 AM

MayoSlather: Furthermore he lost his feet while on a foot patrol, he can't even follow orders very well.


Now they'll have to send out another foot patrol to find the ones this dummy lost.
 
2012-12-14 08:11:19 AM

edmo: Pretty much. The veteran angle is hyped because airlines treat all people in wheelchairs like that


Um, as someone who flies a great deal, I'll just say that what usually happens is all the wheelchairs board first, not last. Now, there's all kinds of reasons that aren't Delta's fault that may have occurred here that led to this man boarding at the very end of the process -- he may have been late, for example. But your point is untrue on its face.

This is not to say, however, that Delta isn't the airline equivalent of a festering week-old dungheap. That it's twisted black of hole of suckitude, that it's a swirling vortex of stupidity and incompetence from which nothing of merit can escape. Delta, is in fact, the worst airline in the country. Probably in the world. Possibly, in fact, in the universe. It's entirely likely that there are alien worlds out there who use Delta in what would be the equivalent of their flight training schools to demonstrate how not to run a Spaceline. At least, they want to use Delta as the equivalent, but they can't, because all their notes and presentation slides are still lost somewhere in Atlanta.
 
2012-12-14 09:12:35 AM
Well, considering he is a double amputee, he should have been able to fit in a coach seat on Delta with ease.
 
2012-12-14 09:34:11 AM

AverageAmericanGuy: serial_crusher: I'm not seeing the huge problem here. The guy had to sit in his assigned seat at the back of the plane, instead of first class. Get over it.

/ Sounds like their reason for not letting him switch was that they were getting ready for takeoff... did they let him switch after takeoff?

HE'S A WAR HERO. HOW DARE YOU INSINUATE WHATEVER THE HELL KIND OF DISRESPECT FOR THE MILITARY YOU'RE INSINUATING.


YEAH BIATCHES!HE ALMOST DIED FOR YOUR FREEDOMS.!!!
/amidoinitright?
 
2012-12-14 09:37:40 AM
This makes me twitchy mad.
 
2012-12-14 09:38:22 AM

AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.


To be fair, when they asked him about it he said that he could not in fact do more than dance, so they figured he was good to go.
 
2012-12-14 09:41:53 AM

rumpelstiltskin: MayoSlather: Furthermore he lost his feet while on a foot patrol, he can't even follow orders very well.

Now they'll have to send out another foot patrol to find the ones this dummy lost.


Classy.
 
2012-12-14 09:41:59 AM

AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.


Wonder how contagious he was and how many people on the plane he infected?
 
2012-12-14 09:42:37 AM

Flakeloaf: AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.

To be fair, when they asked him about it he said that he could not in fact do more than dance, so they figured he was good to go.


I don't know, they should check it and see if he's ok to fly.
 
2012-12-14 09:42:59 AM
How dare Delta not know that he was a marine who stepped on a land mine and spent time in a coma and was six feet tall when he enlisted and had played baseball at Mumford High and wants to be a motivational speaker and was flying with a fever of 104 and learned to walk on prosthetics almost exactly one year before this flight?

I mean really, Delta should obviously have known this and taken it all into account. The article's author clearly thinks so.
 
2012-12-14 09:43:33 AM

Flakeloaf: AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.

To be fair, when they asked him about it he said that he could not in fact do more than dance, so they figured he was good to go.


Well, they should have at least checked it to see.
 
2012-12-14 09:44:12 AM

To The Escape Zeppelin!: Flakeloaf: AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.

To be fair, when they asked him about it he said that he could not in fact do more than dance, so they figured he was good to go.

I don't know, they should check it and see if he's ok to fly.


/tiny fist!
 
2012-12-14 09:44:33 AM
can we airdrop a few of these mall shooters onto the Delta HQ and let them have some fun?
 
2012-12-14 09:44:35 AM
i'm sure the customer service was crappy... but from the story, it sounds like the problem was that the person pushing the chair or wheelchair or whatever wasn't very good at it. sounds more like someone was trying but just not capable. although, i stopped reading halfway through, maybe they said mean things to him or something.
 
2012-12-14 09:44:51 AM

AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.


Delta should've gotten him a prescription for more cowbell, to be safe.
 
2012-12-14 09:48:32 AM
Poor sick bastard, I figure that has more to do with the tears than a buncha rude farks working on a plane.
Rudeness bothers me,
but bein' a dick to a guy who got injured in the service of the US really chaps my hide

like it or not, you voted in the people who send our servicemembers to these shiatty places
so you are to blame when they get hurt or killed
 
2012-12-14 09:52:10 AM

AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.


This
 
2012-12-14 09:53:45 AM

THX 1138: How dare Delta not know that he was a marine who stepped on a land mine and spent time in a coma and was six feet tall when he enlisted and had played baseball at Mumford High and wants to be a motivational speaker and was flying with a fever of 104 and learned to walk on prosthetics almost exactly one year before this flight?

I mean really, Delta should obviously have known this and taken it all into account. The article's author clearly thinks so.


Maybe we could treat double amputees with some farking dignity, regardless of how it happened?
 
2012-12-14 09:57:43 AM
I fly Delta a ton. When I'm in first class, I *always* offer my seat to any service member I see on board in uniform, injured or not. At first I started to get really pissed off about this. If people in first class were offering a seat trade then the flight attendants damn well should have made the switch, even if it meant a small delay. Then it hit me. They couldn't. He required a wheelchair, which they obviously don't carry on the plane. The wheelchair was outside the plane and the plane door was closed.

If they had agreed to let him switch but said that he would have to either hobble his way up the aisle on his own or be carried by one of the other helpful marines on board, then people would have been up in arms over the way Delta humiliated a proud disabled marine by making him be carried like a child through the whole plane.

It's a shiatty situation, but sometimes in these cases all the options could be interpreted to make you appear a douchebag. I really do feel for the marine. He deserves every bit of respect and extra consideration that we can give him.
 
2012-12-14 09:58:04 AM
I don't get it. I read the story and I can't figure out what all the rage is about. Is there something missing from the article?

Ok, there was difficulty getting a wheelchair down the aisle. I believe that, those aisles aren't very wide.

He was seated at the back of the plan instead of first class. Did he have a first class ticket?

He wasn't allowed to switch seats with other people because the plan was about to taxi out to the runway. Well, even the cabin crew have to sit down for take off so they probably didn't want a bunch of people moving around the cabin.

I don't see the reason for the anger. Was it because he's a disabled vet? Were they supposed to roll out the red carpet for him and seat him with 100 virgins?
 
2012-12-14 10:00:37 AM

AverageAmericanGuy: serial_crusher: I'm not seeing the huge problem here. The guy had to sit in his assigned seat at the back of the plane, instead of first class. Get over it.

/ Sounds like their reason for not letting him switch was that they were getting ready for takeoff... did they let him switch after takeoff?

HE'S A WAR HERO. HOW DARE YOU INSINUATE WHATEVER THE HELL KIND OF DISRESPECT FOR THE MILITARY YOU'RE INSINUATING.


You forgot the sparkly anigif.
:)
See what you did there, anyway.
 
2012-12-14 10:01:26 AM
Brown, a strapping six-footer when he enlisted

Bet he wishes he were a two-footer now.

/Aisle seat, preferably not on Delta
 
2012-12-14 10:04:03 AM
The guy should not have been flying with a 104 fever. His shiat wasn't squared away, legs or no legs, good soldiers should always have their shiat squared away. . Otherwise I also fail to understand the outrage. He was fitted with a wheelchair narrow enough to wheel him to his seat and then seated. What's the problem?
 
2012-12-14 10:06:07 AM
He's lucky it wasn't United, US Air, or American. Flying mostly sucks no matter how you go, but of those large airlines Delta has always been by far the best to adequately fix any problems that I've had. I also think their training is better because I don't have any memorable stories about rude gate agents or flight attendants but I have multiples for the other major airlines. Of course I'm sure that others do and I've just been pretty lucky.
 
2012-12-14 10:07:29 AM

Flakeloaf: AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.

To be fair, when they asked him about it he said that he could not in fact do more than dance, so they figured he was good to go.


;)
 
2012-12-14 10:07:39 AM
How can I spot the infrequent fliers in this thread?

They are the ones complaining how they will never fly again or TSA has damaged them for life or all the rest of it.

Good, fewer of you folks in line means I get to my meeting sooner.

Take the train, you will be less stressed out.

.. I'm on 20-30 flights a year, have yet to be gitmoed by TSA, minorly inconvenienced is about it, by someone earning about 1/4 what I make. Just some flunky in a mall cop suit doing their jobs. Leave them be and do what they say, its not that difficult.

But there's always somebody in line that feels its their time to protest the horrific unfairness of it all, and they are doing nothing but providing the rest of us with entertainment and delay, not nec. in that order.
 
2012-12-14 10:08:12 AM
Also, 104 degree fever on a plane? I don't care if you're a godddamn medal of honor recipient, you have no business being on an airplane with 100 other people. If it's a bacterial infection, then you should be in an ER getting antibiotics. If it's from an unknown cause or a virus, then it's selfish and irresponsible, regardless of the number of appendages you have.
 
2012-12-14 10:09:59 AM

silverjets: I don't get it. I read the story and I can't figure out what all the rage is about. Is there something missing from the article?

Ok, there was difficulty getting a wheelchair down the aisle. I believe that, those aisles aren't very wide.

He was seated at the back of the plan instead of first class. Did he have a first class ticket?

He wasn't allowed to switch seats with other people because the plan was about to taxi out to the runway. Well, even the cabin crew have to sit down for take off so they probably didn't want a bunch of people moving around the cabin.

I don't see the reason for the anger. Was it because he's a disabled vet? Were they supposed to roll out the red carpet for him and seat him with 100 virgins?


butt-hurt infrequent flier. The internet is full of them.

I pity the airlines for what they go through on a daily basis from a handful of panicky selfish self-entitled jerks who think its their divine right to fly on an airplane and everyone else's job to cater to them.
 
2012-12-14 10:15:50 AM

Carn: Maybe we could treat double amputees with some farking dignity, regardless of how it happened?


According to TFA, the "denying him his dignity" was that the wheelchair bumped into seats as it was pushed down the aisle (yes, that absolutely should've been handled differently), and required passengers to remain in their assigned seats while the aircraft was taxiing.

My point was that the article also contained entire paragraphs of this guy's backstory, wholly irrelevant to his voyage, which was transparently included for no purpose other than to elicit an emotional response from easily outraged readers.
 
2012-12-14 10:15:50 AM
#1 Yes he is a war hero and deserves respect.
#2 Yes he is disabled and deserves dignity.

However, it sounds like he was just pissed because they wouldn't let him sit in 1st class. This butthurt was further compounded because he was quite ill. As in any "I hate customer service" story.......I assume that the customer had a 60% chance of being a total farking douchebag that the average person would have slapped for their attitude.
 
2012-12-14 10:16:03 AM
Carn
Maybe we could treat double amputees with some farking dignity, regardless of how it happened?

I was gonna second this, but then I thought of the heroin amputees in the cities
 
2012-12-14 10:16:04 AM
fark Delta. They have been horrible for years and when ever I travel I tell my agent to never ever ever book Delta. I'd rather do a 5 hour layover in Atlanta than fly Delta.

Fly Southwest.
 
2012-12-14 10:16:10 AM

Generation_D: silverjets: I don't get it. I read the story and I can't figure out what all the rage is about. Is there something missing from the article?

Ok, there was difficulty getting a wheelchair down the aisle. I believe that, those aisles aren't very wide.

He was seated at the back of the plan instead of first class. Did he have a first class ticket?

He wasn't allowed to switch seats with other people because the plan was about to taxi out to the runway. Well, even the cabin crew have to sit down for take off so they probably didn't want a bunch of people moving around the cabin.

I don't see the reason for the anger. Was it because he's a disabled vet? Were they supposed to roll out the red carpet for him and seat him with 100 virgins?

butt-hurt infrequent flier. The internet is full of them.

I pity the airlines for what they go through on a daily basis from a handful of panicky selfish self-entitled jerks who think its their divine right to fly on an airplane and everyone else's job to cater to them.


seriously... it's not like they were paying money for a service and a basic level of customer service or anything.... oh wait.
 
2012-12-14 10:17:16 AM

THX 1138: Carn: Maybe we could treat double amputees with some farking dignity, regardless of how it happened?

According to TFA, the "denying him his dignity" was that the wheelchair bumped into seats as it was pushed down the aisle (yes, that absolutely should've been handled differently), and required passengers to remain in their assigned seats while the aircraft was taxiing.

My point was that the article also contained entire paragraphs of this guy's backstory, wholly irrelevant to his voyage, which was transparently included for no purpose other than to elicit an emotional response from easily outraged readers.


well, in all fairness, that is the fault of the "journalist". so called journalism today is a crying shame.
 
2012-12-14 10:17:25 AM
Did he arrive in a timely manner to board before the other passengers? Why was he travelling on a passenger plane with a 104 temperature?
 
2012-12-14 10:17:41 AM

Generation_D: silverjets: I don't get it. I read the story and I can't figure out what all the rage is about. Is there something missing from the article?

Ok, there was difficulty getting a wheelchair down the aisle. I believe that, those aisles aren't very wide.

He was seated at the back of the plan instead of first class. Did he have a first class ticket?

He wasn't allowed to switch seats with other people because the plan was about to taxi out to the runway. Well, even the cabin crew have to sit down for take off so they probably didn't want a bunch of people moving around the cabin.

I don't see the reason for the anger. Was it because he's a disabled vet? Were they supposed to roll out the red carpet for him and seat him with 100 virgins?

butt-hurt infrequent flier. The internet is full of them.

I pity the airlines for what they go through on a daily basis from a handful of panicky selfish self-entitled jerks who think its their divine right to fly on an airplane and everyone else's job to cater to them.


Help me out here, what did they name the first ten amendments to the Constitution?

Jackass.
 
2012-12-14 10:18:00 AM

adrift1827: Also, 104 degree fever on a plane? I don't care if you're a godddamn medal of honor recipient, you have no business being on an airplane with 100 other people. If it's a bacterial infection, then you should be in an ER getting antibiotics. If it's from an unknown cause or a virus, then it's selfish and irresponsible, regardless of the number of appendages you have.



This. Plus, he was late to board. Where was his buddy minder guy that was spouting off to the press? Whey were they late to the gate? Why was he flying with a fever like that? He should have been pissed off at his buddy more than anything else.
 
2012-12-14 10:18:03 AM

Generation_D: .. I'm on 20-30 flights a year, have yet to be gitmoed by TSA, minorly inconvenienced is about it, by someone earning about 1/4 what I make. Just some flunky in a mall cop suit doing their jobs. Leave them be and do what they say, its not that difficult.

But there's always somebody in line that feels its their time to protest the horrific unfairness of it all, and they are doing nothing but providing the rest of us with entertainment and delay, not nec. in that order


louiedog: I also think their training is better because I don't have any memorable stories about rude gate agents or flight attendants but I have multiples for the other major airlines. Of course I'm sure that others do and I've just been pretty lucky.


QFT. This is my experience too. I'm a long time gold/platinum Delta flier. I've never observed any situations where I thought "gee, that TSA agent / flight attendant / gate agent / etc was a jerk and totally out of line!" but it's AT LEAST once a month when I observe a situation where I think "what an asshat that passenger is being! I can't believe how well the airline employee is putting up with his bullshiat!".

I'm sure there are exceptions to this. Surely TSA agents and Delta employees have bad days and do stupid things too, but I'd be willing to bey they are on the receiving end of it a thousand times more often than they dish it out.
 
2012-12-14 10:21:02 AM

Carn: Generation D: I pity the airlines for what they go through on a daily basis from a handful of panicky selfish self-entitled jerks who think its their divine right to fly on an airplane and everyone else's job to cater to them.

Help me out here, what did they name the first ten amendments to the Constitution?


You mean the Airline Regulatory Amendments?
 
2012-12-14 10:22:40 AM

ghostwind: AverageAmericanGuy: The guy shouldn't have been on the plane. A fever of 104 is more than hot blooded, it's possibly deadly.

This


And fevers make you cry easily.
 
2012-12-14 10:22:47 AM

adrift1827: Generation_D: .. I'm on 20-30 flights a year, have yet to be gitmoed by TSA, minorly inconvenienced is about it, by someone earning about 1/4 what I make. Just some flunky in a mall cop suit doing their jobs. Leave them be and do what they say, its not that difficult.

But there's always somebody in line that feels its their time to protest the horrific unfairness of it all, and they are doing nothing but providing the rest of us with entertainment and delay, not nec. in that order

louiedog: I also think their training is better because I don't have any memorable stories about rude gate agents or flight attendants but I have multiples for the other major airlines. Of course I'm sure that others do and I've just been pretty lucky.

QFT. This is my experience too. I'm a long time gold/platinum Delta flier. I've never observed any situations where I thought "gee, that TSA agent / flight attendant / gate agent / etc was a jerk and totally out of line!" but it's AT LEAST once a month when I observe a situation where I think "what an asshat that passenger is being! I can't believe how well the airline employee is putting up with his bullshiat!".

I'm sure there are exceptions to this. Surely TSA agents and Delta employees have bad days and do stupid things too, but I'd be willing to bey they are on the receiving end of it a thousand times more often than they dish it out.


I can agree with that... it's simply statistics. The more people you deal with, the greater likelihood you will be receiving rather than dishing out stupidity. Everyone has bad days though. When it comes to the TSA however, I think that either they should be abolished, or fixed. There is a plethora of problems with how the TSA is run.
 
2012-12-14 10:24:31 AM

THX 1138: Carn: Generation D: I pity the airlines for what they go through on a daily basis from a handful of panicky selfish self-entitled jerks who think its their divine right to fly on an airplane and everyone else's job to cater to them.

Help me out here, what did they name the first ten amendments to the Constitution?

You mean the Airline Regulatory Amendments?


Yes.
 
2012-12-14 10:25:39 AM

HindiDiscoMonster: Generation_D: silverjets: I don't get it. I read the story and I can't figure out what all the rage is about. Is there something missing from the article?

Ok, there was difficulty getting a wheelchair down the aisle. I believe that, those aisles aren't very wide.

He was seated at the back of the plan instead of first class. Did he have a first class ticket?

He wasn't allowed to switch seats with other people because the plan was about to taxi out to the runway. Well, even the cabin crew have to sit down for take off so they probably didn't want a bunch of people moving around the cabin.

I don't see the reason for the anger. Was it because he's a disabled vet? Were they supposed to roll out the red carpet for him and seat him with 100 virgins?

butt-hurt infrequent flier. The internet is full of them.

I pity the airlines for what they go through on a daily basis from a handful of panicky selfish self-entitled jerks who think its their divine right to fly on an airplane and everyone else's job to cater to them.

seriously... it's not like they were paying money for a service and a basic level of customer service or anything.... oh wait.


I'm paying the same money, as is every quiet behaving person paying the same money, all of us get to watch and wait while someone throws a temper tantrum. Thanks for white-knighting him though.
 
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