While the soldiers would have been re-imbursed the amount, the charges obviously upset them and they posted a video on Youtube shot in-flight, which hit 200,000 views in a few hours. The issue was covered on mainstream media, and received an angry emotional outburst from thousands over Twitter and community forums.
In the end, Delta Airlines relented by posting on their blog that the charges will be refunded and policy changed. They still kept getting angry comments on their blog.
So we’ve now done an independent analysis of the situation, mentioning the key facts, analyzing the tweets (using a cool sentiment analysis tool). We also assessed Delta’s response to the crises management framework we released after the ashcloud last year. And we’ve shared it all in the slide deck below for your benefit.
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