Delta says on its website that tickets cannot be transferred and name changes are not allowed. Federal regulations do not bar changing the name on a ticket as long as the new passenger's name can be run through a data base before the flight, according to a Transportation Security Administration spokesman.
By late Thursday afternoon, Delta still had not explained why the Schears were removed from the plane. A spokesman said the flight was not overbooked.
On the video, Brian Schear can be heard talking with a person off-camera — it is not clear whether that person is a Delta employee, a security officer, or somebody else.
After Schear says that he won't leave — the airline will have to remove him — the person off-camera replies, "You and your wife will be in jail ... it's a federal offense if you don't abide" by an airline crew's order.
"I bought that seat," Schear protests.
"We are sorry for the unfortunate experience our customers had with Delta, and we've reached out to them to refund their travel and provide additional compensation," the statement read. Delta said its goal is to work with customers to resolve travel issues, "that did not happen in this case and we apologize."
A spokesman said Delta would not disclose the amount of the refund or compensation.
Congress held two hearings this week on airline customer service — a response to the video of Chicago airport security officers dragging a 69-year-old man off a United Express flight to make room for crew members who were traveling for work.
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