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  • MIAMI GARDENS, Fla. (FNN NEWS) -- The 12th annual Jazz In The Gardens kicks off Saturday, March 18, 2017 at Hard Rock Stadium. Rickey Smiley, Esperanza Spalding, Miami Gardens Mayor Oliver Gilbert and others announced this year's lineup at a press conference Friday. Photo: Mellissa Thomas/Florida National News

Delta CEO: Delta Requires ‘Civility on our planes’

ATLANTA, (FNN NEWS) By Delta Air Lines  CEO Ed Bastian shared the memo below with all Delta Air Lines (NYSE: DAL) employees today.

Internal Memo
Date: November 28, 2016

To: Delta Colleagues Worldwide
From: Ed Bastian
Subject: Disruptive Passenger on DL248

Thank you for the amazing job you did running our operation and taking care of our customers during the busy Thanksgiving holiday. At Delta, we strive to deliver a safe and reliable product while providing a customer experience that is second to none. You come to work every day prepared to serve our customers and to take care of each other while also dealing with the unexpected.

As you may have heard by now, last week a video began circulating around the internet showing a disruptive passenger on board a Delta flight. This individual displayed behavior that was loud, rude and disrespectful to his fellow customers. After questioning the customer, our team members made the best decision they could given the information they had and allowed him to remain on the flight. However, if our colleagues had witnessed firsthand what was shown in the video, there is no question they would have removed him from the aircraft. He will never again be allowed on a Delta plane.

Part of being a reliable travel partner and a servant leader is acknowledging our mistakes so we can learn from them and respond more effectively in the future. Delta has apologized to the customers onboard that flight. We are also refunding those customers the cost of their tickets.

I also want to make sure all of you know we have your backs. The heightened tension in our society means that now more than ever we must require civility on our planes and in our facilities. We must stay true to Delta’s core values and treat one another with dignity and respect. We also must remain committed more than ever to the safety of our customers and our crew members. We will not tolerate anything less.

Again, thank you for all you do.

Ed

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