Delta ups ante offered to bumped fliers

Agents can give up to $2,000 to passengers who forfeit their seats.

In the wake of the controversy over a United Airlines passenger dragged from a flight, Delta Air Lines is dramatically increasing the amount its agents and managers can offer passengers who volunteer to give up their seats on oversold flights.

Atlanta-based Delta is increasing the amount its regular customer service agents can give in compensation to $2,000, up from $800, according to a memo to Delta airport customer service employees this week obtained by The Atlanta Journal-Constitution.

Managers can now offer volunteers as much as $9,950, up from $1,350.

Compensation for travelers who end up involuntarily bumped from a flight — when there aren’t enough volunteers — is set by federal rules at up to $1,350, depending on the value of their ticket and the length of time they have to wait for another flight.

Delta said it is increasing incentives for volunteers to “reinforce our commitment to our agents and their ability to care for our customers,” according to the memo.

Delta also asks passengers in advance to bid for how much they are willing to take in exchange for giving up their seat, through an electronic bidding system during check-in online or at an airport kiosk.

That already reduces the rate of involuntarily bumped passengers on Delta flights.

Delta had 1,238 involuntarily bumped passengers in 2016, a rate of 0.1 per 10,000. That was the second-lowest rate among U.S. airlines.

Customer service agents trying to resolve overbookings can draw from the list of those who volunteered to give up their seats for a price, and can also ask for more volunteers.

The memo states that agents should start “at a lower compensation and increase, if necessary,” and call up passengers who may have nonstop alternatives to get them to their destinations faster.

One best practice listed in the memo: “Sell the city” in case the passenger will be spending the night.

But if more volunteers are still needed, agents are directed to page those at risk of being involuntarily bumped, “inform them of their status” and share their options.

The United incident, in which the passenger was removed to make way for a commuting flight crew member, has generated criticism of overbooking, a longtime industry practice.

Airlines contend it is necessary to offset no-shows, often by business flyers who use more flexible tickets.