Originally Posted by
TheMoose
Your experience (or your mom's, rather) definitely seems like the exception rather than the norm. Sounds like a string of bad luck, unfortunately, which (if you fly enough), you'll eventually get on Delta, United, American, or pretty much any other carrier. I know that from my days with Northwest, I had all around good service, good operations, and enjoyed a rewarding frequent flyer program.
No doubt their frequent flyer program was better than Delta's. But it seems they were kind of known for their cold customer service. It just wasn't a priority. Delta was nothing flashy but their employees were known for being warm and accommodating.