Tobacco Documents Online

May 21, 1980 Colonel Frank Borman President Eastern Air Lines 4600 N.W. 36th Street Mi am i,Flor ida 33148 Dear Colonel Borman: on Tuesday, £+iay 11, 1980, I checked in at the departure gate at LaGuardia for Flight f535 approximately 45 minutes before flight time. I was ticketed first class but was informed by Agent Mike Clarke that the four (4) first class smoking seats were taken. He stated that there was no flexibility in Eastern's rules and that even if four more first class passengers wanted smoking seats, he coul-T-not or would not add a smoking row. Additionally, with most airlines, we are able to select a seat at the time the reservation is made, but Eastern does not extend this privilege. Because of the inflexibility of your system or your agent, it was necessary for me to downgrade my ticket to tourist in order to obtain a smoking seat. Agent Mike Clarke, when making his pre-boarding announce- ment, stated, "We will loead.by seat numbers beginning with the smoking section and then work up to first class." Such an announcement may please somof your customers, but it can't help with the one-third who smoke.

Colonel Frank Borman May 21, 1980 Page two Now the good news: The cabin attendants on this flight were as fine as I've seen on any line and could not have been nicer or more attentive to everyone on board. I wish a11l our employees were as nice to our customers a1.3l the time. Would you please let me know whether Mr. Clarke properly interpreted your policy? I'm aware that the C.A.B. does provide flexibility when more smoking seats are needed and separation can still be maintained. Sirzcerely, Curtis H. Judge CHJ:cg bcc: Arthur J. Stevens, Esq. - Lorillard Messrs. Horace R. Kornegay - TI William Kloepfer, Jr. - TI