Following Delta flight 2852 from New York-LGA to West Palm Beach on July 15, political analyst Ann Coulter took to social media to complain about a seat mix-up she experienced. However, what started out as complaints eventually turned into a public attack on the airline’s employees and customers.
Delta issued the following statement in response to Coulter’s insults:
"We are sorry that the customer did not receive the seat she reserved and paid for. 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.
Each of our employees is charged with treating each other as well as our customers with dignity and respect. And we hold each other accountable when that does not happen.
Delta expects mutual civility throughout the entire travel experience.
We will refund Ms. Coulter's $30 for the preferred seat on the exit row that she purchased."
The airline said that Coulter originally booked seat 15F, which is located by the window in an exit row, however; within 24 hours of the flight’s departure, the customer changed to seat 15D, which is by the aisle. At the time of boarding, Delta inadvertently moved Coulter to 15A, a window seat, when working to accommodate several passengers with seating requests.
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. All customers complied and the flight departed without incident. Following the flight, crew members reported that there were no problems or concerns escalated.
Delta first became aware of the issue with Coulter’s seat assignment when she began tweeting on July 15 after the flight’s arrival. The airline’s social media and customer care teams made several attempts to connect with her to apologize for the seat mix-up; however, they did not hear back from Coulter until Sunday evening.