.... like being customer-friendly.

So DL management thought of its employees as the enemy because the employees were being customer-friendly. That says a lot about DL.

Even now DL management still thinks of its customers -- including a significant proportion of the elites -- as being the enemy, but DL management has to reconcile that with the following contemporary reality: DL management's customer-unfriendly ways are not targeted enough in this environment where the balls and chains around so many of its airport employees has cost DL even many of the customers DL management thought it could fleece.