I would say that the best things about DL that keep me flying are: the elite line (able to fix things I would otherwise believe to be impossible, including correcting my screw ups from time to time); SC agents; frequency of UGs (tremendous benefit of DMs and a major fear that this will go away for lower tier medallions as DL seemingly pushes FCM and devaluation of SM); red coat service (especially in ATL).

Things I'd like to see DL improve: value in the SM program (especially for lower tier elites, as a stock holder I fear that many of these will abandon ship for other carriers with the ever-decreasing benefits); lack of clarity with program rules/benefits (every other major carrier has released their 2012 FF program details, or at least portions there of); 72 hour rule; SC value/quality/benefits; and though it brings plenty of money to DL each year, get out of bed with AmEx!