Originally Posted by
sxf24
Here's the problem: customer value is subjective. Complaining about every little that doesn't meet your dated expectations, and make unilateral demands of DL, is neither constructive or balanced.
It doesn't appear your expectations can ever be met by DL. Perhaps you'd be better served by patronizing another carrier?
Customer value is subjective only to the point where customer exodus (departure) begins. That started at DL in mid-February and it is a topic of very serious discussion in-house.
I and very large numbers of air passengers in my company ARE flying nearly always with other carriers now...which accounts for less than 1/8 of 1% of the above stated exodus. We have over 75 PLT's who might in a few cases be Silver next year. The rest will be squat.
To people who have no concept of P&L's, they could not care less about the lost revenue. And, margin.
I have one relative and 3 close friends who work at DL, 2 in very senior positions, and 2 for more than 22 years. All of them are more concerned than I am. By about 300%.
That is what makes the very limited DL happy talk here so fascinating.
Anne