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Delta said he contacted the woman to apologize for the incident.
(@ ourappguy / Twitter)
Delta Air Lines apologized to a customer for calling the police after an argument over damaged baggage escalated. The customer, who is black, believes that the incident with the customer service agent, who is white, has a racial motivation.
"I think the situation was racial," customer Arlene told Yahoo Lifestyle, who declined to give her last name. "If a white person calls the police on a black person, it can end badly. If I was white, she may not have called.
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In a statement to Fox News, Delta Air Lines said it hoped to take advantage of the woman's experience to improve its customer service operations.
"We apologize to this customer for her experience in the Boston Baggage Department and Delta is in touch with her to better understand what happened. We take these situations seriously and work directly with this client to take advantage of this experience and leverage their experience and improve future interactions with our customers.
The incident occurred on August 24, when Arlene landed at Boston Logan International Airport from Kentucky. On landing, she noticed that her suitcase had been damaged during the trip and went to file a claim with a Delta Air Lines customer service representative at the airport.
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"I've been told that damage is being done to suitcases, which I understand, but I wanted to report it anyway," Arlene told Yahoo Lifestyle. "But it did not seem like someone was taking me seriously."
According to Arlene, she asked for a manager and, while she was waiting, Arlene said Delta employees had started talking to her.
"I was on the phone with my friend and I mentioned that they were talking about me," she says. "Then, I was told," Nobody talks about you. You are out of your mind. "
Arlene said that she told them to stop talking to her and waited for the manager. When the manager arrived, Arlene told Yahoo Lifestyle that he had "fired" her when she complained about the employee's behavior.
The manager left after filing Arlene's baggage claim, but before Arlene could get her name. When Arlene asked the manager to come back or be named by another customer service agent, identified as Teddra, Teddra refused.
"He's not going to be able to come back here," Teddra told Arlene, who replied, "But I need his name for my claim."
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The situation between women intensifies when Arlene starts filming. Teddra, after refusing to give information about the manager, picks up the phone to call the police.
"Hey Frank, it's Teddra. Can I have the state police baggage, please? She said on the phone. "I have a woman who is in my face trying to register and who will not leave the office."
Arlene, who left the counter at that time, said that she had followed up with Delta four times and that she had not received more than one tweet her. Excusing for the incident.
"I am really sorry to hear that this has happened to you. Any gross behavior is not tolerated by our employees, no matter who they are. I will certainly forward your comments to the appropriate office for further review, "read the tweet.
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Weeks later, Arlene posted the images online, where he toured social media. According to Arlene, an employee of Delta Air Lines contacted her and asked her to remove the video – a request she refused.
"I would like to know why she called the police," she said. "Diversity training is needed."
Delta Air Lines has not confirmed whether the employee was still working for the airliner.
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