I beg to differ too. When you have to resort to hand written FIMS because Delta has limited access to electronic FIMS I would not say the employees are empowered. It's either wait on a phone for 30 minutes or write a hand written FIM. Northwest did away with hand written FIMS over a decade ago. This is just once example of several.

Why did they bring back Red Coats if the employees are so empowered? Would you need Red Coats if the employees were empowered to handle a situation on the spot and had the tools to do it?

I'm not trying to bash Delta here, I apologize if comes across as if I am. Delta is just way behind with empowered employees and technology.