Originally Posted by
Thomas Hudson
I think this is great, but it is a people thing in my experience. As an entity, Delta has always been clear that they are not responsible for what you lose on jets.
You have hit on the central issue.
When you talk about the airline "as an entity" I submit that you are addressing the official corporate policy, which reflects the attitudes of those in charge.
Delta's saving grace remains the rank and file employees who are willing to go beyond (or, in some cases, counter to) corporate policy and provide actual customer service and common sense.
That is what keeps me with the airline.
Dicky, Glennie, and Jeffy could learn a lot about how to attract and maintain loyal customers if they just spent a little time on the front lines.
Of course, if they spent more time on the front line there is the risk that, with their mindsets, they might perceive as insubordination those small gestures that we perceive as gracious service.
The rot in the organization is all at the top. What remains to be seen is whether, with time, their shaft the customer attitude comes to pervade the company.