Delta Air Lines’ regional carrier, Endeavor Air, has instructed its flight attendants not to argue with passengers, even during safety-related situations. The new memo asks attendants to “inform, not enforce,” urging them to avoid confrontation and report any issues instead.
New “Inform, Not Enforce” Policy
The memo, issued through the flight attendants’ union, advises crew members to explain rules once, document any incidents, and escalate them to the captain or gate agents if necessary. This approach aims to maintain calm and professionalism during flights.
“Act Your Wage” Sparks Discussion
The memo’s use of the phrase “act your wage” drew attention to pay inequality between regional and mainline attendants. Endeavor Air attendants reportedly earn about 45 percent less than Delta’s mainline staff and do not receive profit-sharing benefits.
Focus on De-Escalation and Safety
According to the directive, attendants should stay professional and prioritise safety while preventing conflicts in compliance with Federal Aviation Administration (FAA) regulations. The goal is to reduce disruptive behaviour and safeguard both passengers and crew members.
Airlines Move Toward Softer Enforcement
This gentler approach follows lessons from the 2017 United Airlines incident involving Dr. David Dao, which led to global outrage. Since then, most airlines have shifted toward de-escalation tactics, particularly during the pandemic’s mask-related disputes.
Crew Well-Being and Industry Impact
Delta’s policy reflects a wider industry trend focused on protecting crew mental health and preventing in-flight conflict. It also highlights growing labour unrest over pay disparities between regional and mainline staff, an issue gaining traction across the airline sector.
Professionalism Over Policing
The guidance reinforces that attendants are communicators, not enforcers. Their role is to ensure order, convey rules clearly, and maintain respect showing that authority and empathy can coexist, even in high-pressure cabin situations.
