Decision to remove a massachusetts couple

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Reference no: EM131801973

ORLANDO (AP) - AirTran Airways on Tuesday defended its decision to remove a Massachusetts couple from a flight after their crying 3-year-old daughter refused to take her seat before takeoff.

AirTran officials said they followed Federal Aviation Administration rules that children age 2 and above must have their own seat and be wearing a seat belt upon takeoff.

"The flight was already delayed 15 minutes and in fairness to the other 112 passengers on the plane, the crew made an operational decision to remove the family," AirTran spokeswoman Judy Graham-Weaver said.

Julie and Gerry Kulesza, who were headed home to Boston on Jan. 14 from Fort Myers, said they just needed a little more time to calm their daughter, Elly.

"We weren't given an opportunity to hold her, console her or anything," Julie Kulesza said in a telephone interview Tuesday.

The Kuleszas said they told a flight attendant they had paid for their daughter's seat, but asked whether she could sit in her mother's lap. The request was denied.

She was removed because "she was climbing under the seat and hitting the parents and wouldn't get in her seat" during boarding, Graham-Weaver said.

The Orlando-based carrier reimbursed the family $595.80, thecost of the three tickets, and the Kuleszas flew home the next day.

They also were offered three roundtrip tickets anywhere the airline flies, Graham-Weaver said.

The father said his family would never fly AirTran again.

Please read the article and answer the following questions. Please be sure to support your answers from items you've read in the text or that we've discussed in class, or other sources you can cite.

As you consider your response, you'll likely find this issue deals with customer satisfaction, ethics, and social responsibility. You may find one article in particular on Course Documents to be of help to you.

1. What marketing topics seem most relevant in this case?

2. Did the airline make the right decision from a marketing standpoint? Why or why not?

3. How would you have handled the situation if you'd had the authority?

4. Share any additional comments you like.

Reference no: EM131801973

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