The following is the text of a message I sent to Delta Airlines in response to the incident of two Imams being removed from a Delta flight at the behest of one of their pilots.  More information about the incident is available here.

Hello,

I am writing in regards to a customer care issue not on a flight I was on but on a flight from Memphis to Charlotte yesterday from which two Imams, Masudur Rahman and Mohamed Zaghloul, were removed at the behest of one of your pilots.  As a Christian priest and a SkyMiles member with Delta, this incident is of deep concern, and I would like to know more from you about how the incident is being handled.  It is clear that the prejudice induced fear on the part of your pilot interfered with the timeliness of the flight, thus impacting everyone on the flight, and perhaps others on flights that flight crew was to serve subsequently, and impinged upon the dignity and customer care of two respectable customers.  Your pilot is certainly entitled to his beliefs and convictions, but his beliefs and convictions do not entitle him to take irrational and discriminatory action, especially when that action flies in the face of advice to the contrary from customers and other Delta employees.  Particularly, I am interested in hearing from you why this pilot was authorized to take such action, why Delta did not replace the pilot of the flight instead of the customers, and any actions to be taken with regards to the pilot as a result of the incident.

I look forward to a prompt response.  Please be advised that I intend to make the contents of this communication publicly available.

Sincerely,

Br. Lawrence A. Whitney, LC+

Many thanks to Jan Holland at Delta Airlines for getting me a prompt response to this inquiry.  Although perhaps a bit more vague than might have been hoped, it is nevertheless appropriate and thorough.  Here is the text:

Dear Rev. Whitney,

RE: Case Number 3321531

Thank you for writing. There’s been a great deal of media activity
around two customers who were denied boarding on flight #5452 from
Memphis to Charlotte last Friday.   As you probably already know,
Atlantic Southeast Airlines (ASA) who was operating the regional jet for
us, offered its apologies to the customers and is following up with the
crew to understand circumstances surrounding this event. Atlantic
Southeast worked over the weekend to answer questions about the
situation, and we want to be sure you hear our perspective on this
issue, and help clarify any questions you may have.

As the individuals responsible for the safety and security of their
flight and everyone on board, pilots industry-wide do have authority
over their aircraft within the parameters set by their individual
carrier. Although, following a situation like this it is standard to
review the matter with the pilots and talk with them about their
decision so we can have our own understanding.

On Friday, once all the follow-up screenings had been completed, Delta
ground crew immediately offered our apologies and worked to get these
passengers booked on our next available flight and did everything
possible to help make the passengers comfortable while they waited.

We want you to know that as a global carrier we transport people from
every country of the world, every religion, every ethnicity and every
race, and we take very seriously the trust our customers place in us.
Our employees represent countries all over the world, and would not have
it any other way.

But most importantly, although we were not the operators of the flight,
these passengers are our customers and we would like to join Atlantic
Southeast once again in offering an apology for any impact the situation
had on both them and their travel.

Sincerely,

Jan Holland
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines