Delta Airlines kicks family off flight, lies about FAA regulations, threatens foster-care

[The Velveteen Ocelot]

131. Seems like all of these airlines need to do a better job training

their front-line employees. They are all very large companies (and now mostly the products of huge, complex mergers), and in some cases the misbehaving employees are actually employees of a contractor, a code-share or regional airline. While it's not easy to manage a very large work force, clearly they all need to get their shit together and make sure the employees who have direct contact with passengers know the pertinent rules of their airline, the TSA and the FAA. They should also be trained how to handle and manage contentious situations, since some passengers can be pretty obnoxious, too (I've seen gate agents subjected to really abusive and completely undeserved behavior by passengers). Delta handled this incident much better at the corporate level than United did by promptly issuing an apology and offering compensation, but better training and management of front-line employees would seem to be in order for all of them.