Nothing could have prepared Jeff White for the shock he got after printing his boarding pass for a recent Delta Air Lines flight from Pensacola, Fla., to Albany, N.Y., by way of Atlanta. Right there, next to his name, was a confirmation code that proclaimed: “H8GAYS.”
“At first I didn’t think I read it right,” says White, a student at the University of West Florida. “I was worried that another customer might think I somehow picked that code. If I were a gay male, I might have thought that a Delta worker purposely gave me that code, and that would have made me extremely uncomfortable.”
Every day, in ways big and small, airlines offend their customers. Most of these transgressions are fairly minor, from serving the wrong meal to addressing a guest by the incorrect name. But taken together, the incidents raise a larger question: How should companies respond, and what kind of compensation, if any, are travelers entitled to?