Originally Posted by Cholula
As soon as DL cleans out the knuckleheads responsible for the SM's debacle of 2003...which continues somewhat into 2004...some progress will be made in restoring DL's excellence. It's apparent that Grinstein is slowly replacing the previous top echelon. I just hope he removes the folks who made DL an airline to actively avoid rather than one who welcomed it's elite customers.
By the time that happens, it will be too late for many customers to come back.
Delta's "The Customer is the Problem" decision will make for some very good business school studies/dissertations in the future.