Delta Refuses to Communicate With Deaf Passengers and Norwegian Staves Off Financial Ruin

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Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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Comments

  1. Re: Delta gate agent

    Rolling your eyes at anyone, let alone a customer, should be cause for instant termination. It is an indication that someone does not have the fundamental characteristics of patience and empathy needed to perform a customer-facing job.

  2. THEY HAD AN AGENDA AND PURSUED IT, MAYBE THROWING AWAY THE PAPER WAS THE EQUIVALENT OF SAYING I’M DONE WITH YOU LIKE THEY DO TO PEOPLE THAT CAN HEAR AND LOOK OVER THEIR SHOULDER AT THE NEXT PERSON, TWO SIDES TO EVERY STORY, EN FACE IT LOOKS BAD BUT YOU NEVER KNOW, NEED MORE INFO TO JUDGE

  3. plane horrible on the part of Delta Airlines, shame on them, a big powerful airline should have a special desk to handle special needs before the customer reaches the flight gate. at the flight gate the staff are over worked and underpaid, so cut them some slack as well. we need to be prudent with our societal judgment and patient.

  4. Re: Deaf encounter. Without seeing the action (discarding the paper and the attempt to retrieve) it’s tough to judge.

    I would lean toward this not being a case of a the pax assaulting the GA though. The video points to the agent refusing to diffuse the situation.

    I’m hearing impaired. Moderate to severe on left, or to profound on my right. I’ve often had to ask various agents to speak up, speak slower, or repeat. I can’t imagine the frustration of needing an agent to communicate in writing.

  5. Reference to Deaf Encounter: When it comes to serve any customers regardless who & what he/she is, any gate agents should have served and respond appropriately.
    I thought that Delta has a high standard when it comes to serve/assist people, regardless who/what they are…

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