You sure got that one right. And sometimes they give you that attitude at the check in counter in ORF. My guess is they have poor morale because whoever from Delta that is in charge just doesn't care about customer service or has poor people skills. In fairness, even though I know it's the same people who work both the ticket counter and gates, I've always been pleased with the GAs. Lost/delayed baggage people are also terrific. Why does the ticket counter experience continue to consistently be such a mess? Forget BE upgrades on Int'l flights, I call SMS to settle PMU or miles upgrade in advance.