Tobacco Documents Online

c/. i . T 1t A December 12, 1979 Mr. Horace R. Kornegay 1875 I Street, Northwest Washington, D. C. 20006 Dear Mr. Kornegay:. I am sorry you were disappointed by Mr. Magurno's response to your letter. However, I have read that response and, indeed, he has expressed our policy and I certainly wouldn't interpret it as being unrespon- sive to the general problem of customer service which you outlined in your letter. I know you are well aware of the regulation requiring that we provide seats in a no-smoking section for passen- gers requesting them. The regulation does not require •that smokers be given seats in a smoking section, though it is our policy to accommodate any such reque st to the best of our ability. I am sure you are aware that we and other airlines have paid fines for not properly applying this regulation. Certainly, you know that it is a very difficult regulation with which to comply. Further, you are aware that we joined your Tobacco Institute and many other organizations in resisting regulation in this regard. Longitudinal seating isn't practical and even if it met the "separation" criteria we would still be required to meet the non-smoker demand first causing the same degree of seating adjustment. It would seem to me that based on the above, you could understand Mr. Magurno's response and, indeed, our handling of passengers when this issue surfaces. It is our

Mr. Horace R. Koraegay - 2 - December 12, 1979 desire to satisfy a11 of our customers. I must say I do not believe you have cause for harassing Eastern or any other airline in this regard. We agree with you that the Board injected itself too deeply into management functions and no doubt this is a prime example. Sincerely, p:::_:::':::': .. . .......................... .... 0