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Originally Posted by Feather Man
Dude, when I find one of my employees that is trying to avoid making the perks and bonuses that will benefit themselves, I will start looking for a new employee. I WANT to pay my employees the perks and benefits, because that means I am making more money. The airline business is not a charity. At the same time, they have to keep prices and customer benefits competitive. If they don't, the business will rightly suffer, which may be the path DL is on. I am not defending or bashing DL. The marketplace will decide this issue quite nicely.
Certainly DL has the right to adjust its pricing policies on any of it's myriad of products in response to industry or economic difficulties. Yes, every employee on Virginia Ave should be focused on enhancing revenue streams for the company.
But this comes down to an issue of customer service, perhaps the biggest factor by which we all judge our airline of choice. Sometimes I'll pay too much for their ticket. Sometimes I'll end up paying some absurd fees. Sometimes I'll get stuck in a center seat. But it is HOW I am treated by the people who I interact with on a regular basis that keeps me loyal.
The way DL has handled communicating and implementing this policy change - and so many others in the past - shows a distinct disregard for delivering good customer service. That's the most disappointing part of all of this. I have no choice. I have to get in that little metal tube some 50 or 60 times a year. All I really want from my airline is a sincere appreciation of my choice to fly them - via elite perks AND the level of respect that comes with a mutually beneficial business relationship. Bottom line, DL (via Jeff) is being disrespectful of me and this airline's best customers. Whether it's implementing fees without proper notice or feedback, continuing to ignore (with the exception of [B]DeltaWebDev[\B]) the completely bogus interface for booking award tickets, or whatever your gripe is ... It just shows a lack of respect. Delta's executives can show me that they respect me as a customer while still maximizing revenue for their company.