Passenger group says Delta is shaming customers into upgrades
Skift.com coined the term “hate-selling” last week, using it to refer to the way it believes Delta is passive-aggressively upselling its customers.
When you attempt to purchase a Basic Economy fare for a Delta flight, which is the cheapest deal the airline offers, a window pops up to display a long list all of the fare’s restrictions, then you have to check a box that reads “I agree to the restrictions” prior to purchasing your ticket. FlyersRights.org, a passenger rights group, claims that this is an aggressive tactic meant to shame the customer into purchasing upgrades that they did not originally want.
Paul Hudson, president of the group, worries that if this supposed scare tactic works it may encourage other airlines to emulate Delta, the Los Angeles Times reports.
Anthony Black, a Delta spokesman, spoke out against these accusations, telling the Times that the listed restrictions are not meant to shame people, rather they are there to ensure that buyers are fully aware of what exactly they are purchasing.