CTO? I remember when I used to have one near my office in NYC. It was DL's "Garment Center" location on 7th Ave. and 40th St. There were always long lines but they moved quickly and the agents were right up there with the best that I have ever experienced with any airline. They made you feel like DL valued your business and went out of their way to work on your problems. I guess that we used to call that customer service, but Leo gave that term a new definition.