Along with the families of Atif Irfan, a tax attorney, and his brother Kashif Irfan, an anesthesiologist, employees at AirTran Airways at Reagan Airport outside Washington DC also removed a family friend, Abdul Aziz. Aziz is a Library of Congress attorney (according to LinkedIn, he is a “Legal Information Analyst at Library of Congress”) who was coincidentally taking the same flight and had been seen talking with the family. Story from CNN.
Further analysis on this incident from Dan Gilgoff of U.S. News and World Report, whose article is entitled “Does Muslim Family Booted From Plane Strengthen Case for Religious Literacy?”
customer service
The definition of customer service is not how you treat customers when everything goes smoothly, it’s how you treat customers when everything goes bad.
These were 9 paying customers. Yes, there were security procedures that needed to be followed, but look how the airline treated them after they were cleared. Better yet, read the first press release. See how arrogant it is. Only after the news reports kept piling up did they release their so-called “apology.”
Pathetic.