If customers experiencing poor customer service never communicate with the company, how would management know which employees provide excellent service and which ones provide poor service (or none at all, such as in this case)?

I assume companies keep track of customer feedback regarding their employees. Although I have no authority to implement any specific disciplinary action, I hope companies would preferentially dismiss employees with records of poor service and promote those who provide good service.

I've submitted my report via the URL provided on an earlier post and am awaiting a response. I don't fly DL as much as most on this forum and probably will stop completely once CO leaves ST, so changes resulting from my complaint will benefit you all more than I.