Originally Posted by
wpxstar
The job of a CEO is to guide an organization through strategy and leadership - not answering emails from the general public. If you either had praise for or a complaint about a teller at the bank, would you email Jamie Dimon? Your software acting up, you email Bill Gates? For Delta, there are probably 5 manager levels below the CEO that are much better equiped to address any issue in a much more timely manner. I'd respect the chain of command and simply escalate from the bottom up, not top down.
If his airline is hated by so many, there is obvious something he needs to know. Strategy and leadership means nothing if many customers are walking away due to unsatisfactory from his 'strategies'.