Travel ombudsman convinces Delta to issue refund

Prominent travel ombudsman Christopher Elliott has convinced Delta Air Lines to offer an unhappy passenger a refund, for having to sit next to a rather large traveler who could not put down the armrest between the two seats, due to her size. This meant that the passenger who submitted the complaint was unable to enjoy a comfortable flight and had to essentially share half of her seat with her seatmate. Although Elliott noted that this situation was unfair to the affected passenger, the ombudsman also pointed out that the majority of US carriers have no policy to deal with this situation. Instead, they simply tend to “turn the other way” when such a situation arises. The aggrieved passenger, however, complained to the flight attendant on board and asked for another seat, but there were none in economy class. She then proposed to upgrade to first class—at her own expense—but was told that the premium cabin was at capacity as well. The flight attendant seemed unhelpful, remaking that the only way to change seats was to find a “cute girl or boy” on board and sit in his/her lap. The passenger felt offended by this suggestion and eventually wrote a letter to Delta’s head offices asking for a refund. While the airline at first refused, upon hearing from Elliott they agreed to grant the frustrated passenger a $250 refund and sent her an official apology as well. The only US carrier to have formal policy when it comes to dealing with large passengers is Southwest. This discount airline requires that obese passengers who may take up more than one seat purchase an extra one. If, however, there are empty seats on the flight, the traveler will receive a full reimbursement.

www.delta.com