Delta Makes Moves to Further Discourage Passenger Outbursts

Delta Air Lines has revised its customer loyalty program guidelines to let their passengers know they could be terminated from the SkyMiles program if they cannot remain civil onboard. The move comes after numerous passenger outbursts and unruly behavior and is a last ditch effort to try and stem the tide of angry passengers getting out of control, making scenes and even assaulting crew members.

“Respect and civility to others on our planes, at our airports, in our workplaces and in our society have always been a requirement for our people and our customers. Nothing is more important than their safety,” a Delta statement said.

The SkyMies program change says that Delta may terminate a person’s SkyMiles membership on the basis of documented abusive behavior. This includes Medallion Status – a coveted ranking of the most frequent of fliers.

Delta defines abusive behavior as that behavior directed at a Delta Employee or ambassador, during travel or interactions with Delta’s Reservations or Customer Care personnel, where the passenger’s conduct is disorderly, abusive or violent, including without limitation:

i. Personal threats toward a Delta employee or ambassador;

ii. Excessive/repeated obscene or profane language directed toward a Delta employee or ambassador;

iii. Insults or slurs directed toward a Delta employee or ambassador; or

iv. Intentional destruction of Delta property

The airline is hopeful that the threat of the loss of the privileges given to those with high status in their loyalty program will be enough of a deterrent to prevent them from crossing a point of no return in a heated situation.