Originally Posted by ADLFO

I agree. The front line people are often great. Most of the people working on Virginia Ave. are great. While Jeff seems to be a nice guy, and I have nothing against him personally, he is no friend to frequent flyers. If DL had wanted a customer-pleasing head of loyalty, they would have chosen someone like Bob Soukup when NW and DL were merged. Instead, they went/stayed with a rev. mgmt./accounting type. Financially, that may have been the best decision for DL, and I'm sure in the short-run it probably has been. However, I am of the opinion that first you keep your customers happy, then you will have even more revenue to manage. Of course, I could be wrong.