Originally Posted by
StayingHomeIsBetter
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.
Very true. +1000. That is practically the
only thing that keeps me still flying DL (now for about may be half of domestic flying still, vs. pretty much 100% before).