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10 APRIL 2017
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With America’s mega-carriers under regular attack from the US media, Delta Air Lines on Friday turned the tables with its response to problems with extended flight delays caused by heavy storms.
As the often-hostile Los Angeles Times among others reported with approval: “Delta turned what is normally a day of public relations damage control into something positive by plying hundreds of stranded passengers with free pizza, sandwiches and biscuits.”
The paper recorded Delta supervisors in Atlanta, Nashville and other cities gave the green light to buy “600 or so” pizzas and other munchies for passengers stuck for hours in planes and terminals.
The Times said under US airline rules, most delays caused by bad weather are defined as a “force majeure”, or act of God, which means Delta was not contractually responsible for providing food and drink while passengers were stranded.
However, the paper, quoting industry observer Seth Kaplan, who wrote a 2015 book on Delta, added: “The decision to buy the food made sense for the Atlanta-based airline, which has been among the first carriers in recent years to restore free onboard extras such as food and drinks.”
Seems to us there’s a lesson there somewhere for the no-frills movement.
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