Originally Posted by
Stripe
It was not deregulation itself that cost DL its "civility". The turning point was the ill conceived purchase of Pan Am. Huge losses, followed by cutbacks, were the result. DL used to be my airline of choice for domestic service in the 80's, even though I had no status with them. But they became downright unpleasant after the early 90's.
I tend to think, the airlines as a whole have never made money. Eventually people will demand a profit or the business and employees go away. That stress has just been growing.