“What started out as complaints eventually turned into a public attack on the airline’s employees and customers.”
Over the weekend, political commentator Ann Coulter boarded a Delta Air Lines flight from New York City to West Palm Beach, Florida. After her flight landed in Florida, she began to tweet complaints at Delta and has continued for almost two days.
Coulter booked seat 15F on her flight, the window seat of an emergency exit row. Within 24 hours before the flight, Delta said that Coulter changed her seat to 15D, an aisle seat. Coulter said she used this time to “pre-select the seat I wanted, investigate type of plane & go back periodically to review seat options.”
But during boarding, the airline rebooked Coulter to 15A, a window seat in the exit row.
“When there was some confusion with seating assignments during boarding, a flight attendant stepped in and asked that all of the passengers move to the seats noted on their respective tickets,” Delta said in a statement. “All customers complied and the flight departed without incident.”
Cabin crew did not report any customer problems on the flight. Delta said that they were only aware of the issue with Coulter’s seat when she began tweeting on Saturday after the flight’s arrival.
Within her complaints (in at least 32 tweets), Coulter referred to the woman who sat in her pre-booked seat as “dachshund-legged” and called gate agents and flight attendants “Nurse Ratchets.” She also complained that the in-flight Wi-Fi was not working.
In response to Coulter’s tweets, Delta tweeted that it would refund the $30 she paid for an exit row. They also released a statement with exact information about all of Coulter’s seat assignments. Then social media team sent out a second tweet, telling Coulter that her “insults about our other customers and employees are unacceptable and unnecessary.”
“We are sorry that the customer did not receive the seat she reserved and paid for,” Delta said in its statement. “More importantly, we are disappointed that the customer has chosen to publicly attack our employees and other customers by posting derogatory and slanderous comments and photos in social media. Her actions are unnecessary and unacceptable.”
Coulter’s tweets against Delta continued into Monday morning.