Delta is putting a cap on its feud with Ann Coulter, offering her $30. Nathan Rousseau Smith (@fantasticmrnate) explains.
Airlines are often targets of angry tweets from passengers, but like most major brands they typically tread carefully with their responses to complaints on social media.
By shutting down a polarizing figure like conservative commentator Ann Coulter, Delta Air Lines’ response became a political statement, whether that was the intention or not. The airline pushed back at Coulter after she berated it Saturday on Twitter over getting her seat changed.
Coulter began tweeting about the episode Saturday in which she said the airline gave away an “extra room seat” she reserved before a flight from New York to Florida departed. Coulter had booked an aisle seat, but got a window seat.
“Any back and forth with a customer, particularly a political commentator like this, is going to be viewed through a political lens.” said Tanya Meck, the executive vice president of Global Strategies Group, which specializes in strategic communications.
The company’s original tweet has been liked and shared more than 150,000 times, but people are responding in defense of both Coulter and the airline.
Delta offered Coulter a refund, but also hit back at her criticisms on Twitter saying, “Your insults about our other customers and employees are unacceptable and unnecessary.“
The airline later put out a statement explaining the confusion that lead to Coulter being moved from her reserved seat, and restating their disappointment with Coulter’s comments:
“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…